ITCs are operating in an “urgency economy” where the fastest quote often wins the booking.
Chantal Gouws, General Manager of Envoyage South Africa, told Travel News that the company’s internal booking data shows booking cycles have dropped dramatically.
She said that booking cycles have dropped from an average of three weeks before the pandemic to just seven days in the current post-pandemic environment.
“Over three-quarters of our clients confirm their trip with the fastest responder. This reflects the reality that response speed is now mission-critical for today’s independent travel consultants,” said Gouws.
The rise of the ‘urgency economy’
The trend reflects a broader change in traveller behaviour. With instant access to travel information online, clients expect quick turnaround times, immediate service and personalised advice. The consultant who replies first is likely to secure the booking, creating what Gouws refers to as the ‘urgency economy.’
“The ‘urgency economy’ has fundamentally changed how ITCs manage leads. Success now means pairing fast, tech-enabled quoting with highly personalised service,” she said.
The value of human expertise
Gouws discussed how ITCs are increasingly using digital tools to streamline administrative tasks and quickly access travel products and pricing. Such tools reduce the time spent on routine processes and allow consultants to manage leads more efficiently, helping them respond to clients quickly and accurately.
However, while technology helps improve efficiency and in some ways is crucial for meeting traveller expectations, Gouws emphasised that digital tools alone do not build loyalty. Instead, it is the expertise and personal touch of a consultant that converts leads into long-term clients.
“The best ITCs market themselves as knowledgeable, quick and reliable – not just the first to respond, but the best at delivering extraordinary, personalised journeys. Clients trust them to anticipate needs, negotiate great value, and be available every step of the way” she said.
“By embracing digital tools to win the race for responsiveness, while doubling down on genuine, tailored service, ITCs are thriving as the industry continues to evolve,” said Gouws.
