Experiential travellers still need agents – study

WHILE travellers, whether
millennials or baby
boomers, look to embark
on unique, curated and
adventurous trips, they are
open to turning to travel
agents to help them plan,
as long as the price is
right and their experiences
can still be one of a kind.
These are the findings
of a new study conducted
by the Signature Travel
Network and The Center
for Generational Kinetics.
Industry players agree that
they apply to the South
African market too.
Mary Shilleto, ceo of
Thompsons Travel, says
it comes down to the
fact that everyone has
access to the Internet
and can therefore obtain
travel information quickly,
at any time of the day
or night. Therefore, what
travellers are looking
for from travel agents is
what the Internet cannot
tell them. “People will
connect with us for our
experience and trust our
recommendations. Some
really look for this in travel
agents, as they know that
what they saw advertised
on the Internet does not
always look like what they
have actually purchased,”
she says.
Priti Ramkissoon, office
manager of Thompsons
Travel, says people are
likely to keep a travel
agent if they see value
in the knowledge, skills
and experiences they
provide. “We can advise
our clients of all the do’s
and don’ts of a trip as we
are the experts. This is
what differentiates us and
what the client will pay
for. We have to sell the
destination and the entire
experience,” she explains.
Marco Ciocchetti, ceo
of XL Travel, is certain
that millennials are
the industry’s future
customers and that they
love the personal touch.
However, this clientele
want their travel agency
to be as reachable as
self-booking tools as part
of the personal touch
aspect. “By going mobile
and also offering online
travel agency options, the
industry will see a huge
increase in young people
shopping for their trips
through a travel agent,” he
says. “This freedom and
flexibility is a major key
to travel agent success
in the Internet age. While
clients can do all their
bookings by themselves,
they are reaching out to us
and want us to be just as
available for their needs
as self-booking tools.”
Marco says the industry
is fortunate to keep
growing each year and
that this year will be no
different. “As long as we
focus on what the client
wants, it is possible to
take a fair share of the
projected growth. However,
if we do not focus on this,
there will be a decline in
sales for travel agents.