Comments on: Are travel agents past their sell-by date?

By: Andy Jarosz

Andy Jarosz — Tue, 29 Jun 2010 09:58:31 +0000

Thank you Marina for your input. For many people your point is very well placed. Like you say, a computer cannot do those things at all. My own choice to travel without the use of an agent is because I take the responsibility to understand, anticipate and find advice myself. I back my own ability to do so – and if I get it wrong, that will be part of my holiday adventure. It depends on a person’s outlook. Travel agents are not for everyone; but that probably a good thing for agents too

By: Marina Leonov

Marina Leonov — Sun, 27 Jun 2010 23:53:08 +0000

My I add a short quote to your discussion for the travel agents defense? “As a professional travel consultant I can understand, anticipate and advise. Can your computer do the same?”

By: Andy Jarosz

Andy Jarosz — Thu, 28 Jan 2010 22:58:07 +0000

Thanks to all for the great comments and constructive debate. It’s not always obvious from the outside that there are agents who share the same passion for travel and adventure as we, the prospective customer. Those agents who can get this across have a chance of even persuading the most independent minded travellers to start a conversation, and who knows, maybe even get their business.

By: Emma

Emma — Wed, 27 Jan 2010 11:48:57 +0000

This is a debate that has been raging in the travel industry for a while now and highlights the changing nature of the industry aswell as the online challenges that many high street agents face. Many small independents are in a position where they simply cannot compete online with the larger OTA’s, partly due to funds, perhaps inexperience of online marketing and also having the time to actually do it in-between serving customers.

To survive nowadays, especially with a reasonably good margin, a high street agent must innovate or carve themselves a niche in some way – as exampled by Jackie Steadman who arranges a chauffeur service for her clients as mentioned.

The independent high street agent has to set themselves apart and offer a service that no-one else can compete with. Buying holidays online is very popular now as we know but there are still some customers who value good customer service.

You mention homeworkers – our website (holidayholiday.co.uk) was set up originally as a result of us speaking to one of the largest homeworking groups in the UK, to enable them to be able to compete effectively online, not through their own individual websites as such but using a central website where they could load all of their offers into 24/7. It has grown over the years since but still supports over 200 homeworking agents all of whom have excellent knowledge of travel & are ABTA/ATOL bonded, but want to be able to get on with focusing on their customers, whilst we do the online marketing part!

By: Transfer Smart

Transfer Smart — Wed, 27 Jan 2010 05:50:54 +0000

If the travel agents and agencies who understand the Internet and social media and properly frame the conversation with consumers will be the ones who thrive in the years ahead.

By: Tom Lewis

Tom Lewis — Tue, 26 Jan 2010 19:23:56 +0000

Thanks for writing a even-handed review of the debate. I also found your previous post interesting. I think many who write or blog on the subject of travel enjoy the lengthy process of researching destinations, lodgings and services as you reported. For many consumers lacking the knowledge base that you bring into the equation the Internet is often more confusing than helpful. There are many professional travel agents thriving in the Internet age by providing trusted advice that cuts through the online clutter. While you have the time and energy to do this research there will always be people who see the value of saving time by consulting with someone who already has the details they seek. There is a very low level of satisfaction reported by consumers with the online booking process. This is a great opportunity for traditional travel agents who find a way to put their message in front of those unhappy customers. Our industry has done a very poor job of countering the massive advertisement campaigns of the large OTAs. The travel agents and agencies who understand the Internet and social media and properly frame the conversation with consumers will be the ones who thrive in the years ahead.

By: Karen Wise

Karen Wise — Tue, 26 Jan 2010 16:19:52 +0000

My husband and I converted to booking our holidays over the internet years ago. And then, three years ago we went on holiday with some friends who don’t have a home computer. On their advice we went to the local high-street travel agency together. It was the most tortuous experience, and we vowed never to step into one again. It was difficult controlling 3 children under 3 for over an hour as the booking was made. However, there is a significant percentage of UK homes that don’t have internet at home, and for them, the local high street travel agent is the main way that they can book their holidays.

I have to admit that for our upcoming trip to Singappre, Australia (3 cities) and Hong Kong, we have used a travel agent, but done everything over the phone or via email. This has meant that we could research, consider, discuss and agree arrangements in our own time (and when the kids were in bed). Also, we didn’t have much spare time to plan the trip, so we relied on the specialist advice of the agent (who had been to all these destinations). As we did everything through the agent, we have a number of free trips or chauffuer thrown in – which we wouldn’t have got if we’d done it all ourselves.

I think that the profiling of customers is an excellent idea, but will it speed up the experience?