Travel agencies are betting on multichannel
The traveler is accustomed to using online and offline services interchangeably and travel agencies are in the process of transforming towards multichannel and personalized experiences. This is clear from the creative exercise carried out with more than 200 travel agents gathered at the Amadeus Technology Forum organized by Amadeus Spain on April 24.
Business strategy
61% of travel agency managers say they are clear about their company's objectives but consider that, in order to achieve them in the future, they will have to make substantial changes to their business model
More than half of the agencies (57% of the respondents) say they think about their business model on a daily basis;
More than half of the agencies (57% of those surveyed) say they “think daily” about the need to rethink their business strategy. Only 2% say they never or hardly ever think about it.
The customers
Half of the travel agencies consider that what most influences their customers when choosing a trip are the prices. A 39% believe that the maximum influence is in social networks and communities such as Tripadvisor.
Even so, agencies perceive that the role of social networks will continue to grow in all phases of travel. As a result, travel professionals must always anticipate the wishes and demands of the traveler.
63% of agencies consider that their main customers will be mainly individuals between 30 and 60 years old who are accustomed to using online and offline services indistinctly.
The opportunities
Most agencies consider that technology will be one of the keys to their business and will depend on it for their future success. In addition, they say they see cross-selling of goods and services as one of the most important sources of revenue in the near future.
Competitors
33% of the agencies consulted see as the main competitor the direct sales of travel suppliers, ahead of large online agencies, metasearch engines or new operators in the sector.
The future
Travel agencies see themselves, in the future, as multichannel agents who will create their own vacation packages and will be much more informed than they are today about travel experiences
The future.