R.O.A.R.: Airlines then, cruise lines next?
In the past 30 years, we agents have attended countless sales meetings, giving our time, and interest to keeping ourselves updated on our suppliers ideas, suggestions and whims. We have flew to different training sites. We heard hours of sales representative tell us their new ideas would put our sales over the top. The Internet will make things more accessible and our staff will love it.
Delta was one of the first with the Microsoft Windows on our GDS [Global Distribution System] and we got lots of free tickets to ATL [Atlanta] to learn the product. Imagine our faces when this company announced to us they were the first to stop paying us commission for sales. Talk about a slap in the face.
I feel we the travel agent where the ones that kept their sales up we added more personnel than they would ever hire. And once they set our office up to open up to the web we were demised. Our clients were told to go to their website, not their travel agent.
Now we sit and watch the cruise lines follow with their reps asking for our customers’ telephone and email address only to have them give it to their own sales people call and offer deal our clients directly for new sales. I do believe travel agencies will be “no longer” exist. They are secretly phasing us out.
Sad, it’s like an ending of a good marriage.
DeLaine Godin
Manager, Affordable Travel
Florida
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Comments
The problem is twofold I think.
First the internet has opened a lot of people to traveling. Since the Vendors (Airlines, Cruise Lines etc...) have their own web sites we have to compete with that.
Which leads to the second part of the problem. In most business models when a product is re-sold it is marked up. Many people think that Travel Agencies mark up the product so they feel it would be cheaper to go direct to the source. They do not understand how the travel industry works.
Combine those two issues with the ability to research and book many many vacation packages online and the standard consumer sees no reason to go to a travel agency.
I think you will see the survival of medium to large sized agencies in most markets. The small agencies will have to reinvent themselves and move to a more consultative role or only deal with groups. It is sad to see things go this route.
AS A TRAVEL AGENT WITH AN ARC, IATA, ASTA APPROVED LOCATION FOR 33 YEARS i FINALLY GAVE UP MY ARC APPOINTMENT LAST YEAR.
I KNEW WHEN THE AIRLINES WERE DEREGULATED IT WAS A BAD OMEN AND THINGS WENT FROM BAD TO IMPOSSIBLE.
I THINK THE REAL ROT SET IN WHEN I THINK IT WAS AMERICA WEST PUT ON FARES FOR A MAXIMIMUM OF $100 ROUND TRIP AND IT STARTED THE "GREYHOUND BUS CROWD" ON A FLYING BINGE THAT HASN'T STOPPED BUT THE AIRLINES DAREN'T RAISE THE FARES TO THEIR PROPER PLACE BECAUSE NOW THEY HAVE ALL THE EXTRA EQUIPMENT TO DEAL WITH THE CROWDS. tHE OTHER THING THAT HAPPENED WAS THAT CIVILITY AND DECORUM WENT OUT THE WINDOW MAKING THE FLYING EXPERIENCE A NIGHTMARE.
I am in complete agreement with the bulk of the comments and feelings of this letter. I don't believe travel agents are at the end of the line.
Travel agents CANNOT serve two masters -- and that is what we attempt to do by being the advocate for our client while looking to our supplier for renumeration.
The sooner we change the paradigm by abandoning our "opiate like" addiction to commissions and work solely on a consultation fee basis, the happier we will all be, the better service level we will be able to provide those paying the freight, and the easier it will be to avoid having our judgement ever clouded by commissions / overrides / freebies / or other perks.
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