TMCs must embrace online tech

ONLINE technology is the
way forward and TMCs
need to embrace it to be
able deliver better service to
their clients, says BCD Travel
marketing, communications
and supplier relations
manager, Vanessa Krook.
She was speaking to TNW
following the launch of BCD
Travel’s TripSource mobile
app – an Apple and Google
Play application that allows
travellers to keep all their
BCD Travel itineraries on their
cellphones. The app recently
became available for BCD
clients in Southern Africa.
Travellers download the free
app and register, then receive
their trips automatically within
minutes. They are then given
access to their trip details.
“This app also makes the
travel consultant’s life easier
because it automatically
sends information that may
affect the traveller’s trip –
such as real-time flight alerts,
check-in reminders and tripsharing,
which allows the
traveller to send their itinerary
to whomever they please,”
Vanessa says.
“With the app sending that
information through to the
client, the consultant does
not have to remember to do
so.”
The app includes maps
and directions, taking the
responsibility away from the
consultant and ensuring the
traveller’s journey is more
organised, says Vanessa.
“Mobile will play a huge role
in our traveller engagement
strategy. Downloading and
using mobile apps such as
this will help the traveller
to appreciate the TMC
more because they are
made to feel important and
remembered,” she comments.
“Moving forward, TMCs and
their consultants will have
to focus on their emotional
intelligence to be able to deal
with travellers. We don’t just
want them to book flights,
we want them to engage and
talk,” says Monique Hilton,
BCD Travel md. “Technology
such as this app will ensure
that travellers are informed
and forewarned of events
that may affect their trips,
while the consultant is there
to build and maintain that
relationship between the
client and the TMC. I think
this is where travel will go in
the future.”