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Source: Travel Weekly

23 Jan 2004 11:33

THE ROLE of travel agents is set to change dramatically over the
next 20 years, with consultants acting as lifestyle gurus to their
‘information-rich, time-poor’ clients.

Holidaymakers will need expert agents to sift through the
overwhelming amount of destination and product information
available, most likely delivered to them via hand-held computers and
telephones.

The prediction comes from the Future Holiday Forum - a think-tank of
experts drawn together by Thomson from a variety of fields to
identify how the travel industry is likely to look by 2024. Their
report is revealed exclusively in Travel Weekly.

TUI marketing director Hugh Edwards admitted the number of
traditional travel agencies could decline as the industry followed
the lead of banks.

“Customers get expert advice from their banks, but very rarely do
you need to go in and see somebody face to face,” said Edwards.
“This could well be how agencies develop; they’ll still be around,
but staff will have less contact with the customer.”

He said the huge amount of information about destinations would,
ironically, make people less likely to do their own research.

And the fact that people will be better travelled and more
knowledgeable will make them more cynical and distrusting, so
well-trained agents will be in demand.

“Retailers will do all the work,” said Edwards. “We’ll be sending
out virtual video tours of resorts to people’s phones and they’ll be
able to say ‘yes’ and pay for the holiday at the touch of a button.”

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