460 members and growing

SIX years into the opening
of its independent
travel agent model,
Serendipity Worldwide Group
celebrated its growth to 460
members at the sixth SWG
Conference, which took place
at Champagne Sports Resort
in the Drakensberg from
August 25 to 26.
Group operations director,
Dinesh Naidoo, highlighted
the growth, adding that the
group fielded enquiries by
potential new members
almost every day.
Dinesh says Serendipity
has differentiated itself
by having no preferred
agreements, which he says
offers his members the
freedom to compete. He says
where other consortiums
tell their members they can
only book with a certain
insurance company or tour
operator, Serendipity gives
its members freedom. “Their
competition could be using
other suppliers at a cheaper
rate,” he says. “We’re saying,
book with anyone you want.”
He adds that where members
feel an operator can add
value to the group, SWG will
negotiate with them further
and get a better discount.
Get online
Dinesh once again highlighted
the importance of being
online.
He says the offering from
OTAs is becoming more
diverse and agents need to
offer a complete solution
online. “Give your customers
your booking tool so that
they can play online, but
ultimately book with you.” He
went as far as suggesting
that agents could plug an
OTA such as Expedia into the
booking tool. “Instead of the
client going and searching
each website, you give them
the same experience on your
website.”
This model should be
backed by a knowledgeable
consultant who can service
online clients through a live
chat, says Dinesh. He adds
that if agents do not adapt,
they will have to close their
business..