Each week, Travel News highlights a reader comment that’s sparked conversation in the industry.
This week’s featured comment
This response by Sarah was posted on our story: Airlines’ websites off-limits for agents:
As a travel agent, I find this development very concerning. Airlines are openly advertising cheaper fares on their websites, yet restricting agents from accessing these same fares on behalf of our clients. This not only places us at a disadvantage, but ultimately it’s the customer who loses out.
Clients come to us because they trust us to find them the best possible options and to provide support throughout their journey. When I can see a lower fare on an airline’s website, but I’m blocked from securing it for my client, it feels as though the airline is dictating how I should serve my customer. That undermines both my professional role and the client’s right to choose how they book their travel.
Airlines often say agents have “dedicated channels”, but in reality, those channels don’t always offer the same competitive fares. If a fare is published publicly online, it should be accessible to everyone – whether a client books it themselves or chooses to work through an adviser.
At the end of the day, travel agents are not trying to compete with airlines; we are partners in getting travellers where they need to go. But by restricting access, airlines are sending a message that they no longer value the contribution and loyalty of agents. I believe transparency and fairness should be at the heart of travel distribution – and that means allowing agents to book publicly available fares for the clients who trust us with their journeys.
Have your say
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