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American Express packs its bags
American Express was of the first companies to use home-based travel agents. Now it’s expanding the program to include everyone.
The nation’s largest physical travel agency (behind only Expedia, the online giant) is pulling the plug on its 20 offices and setting up all its agents to work in their own homes.
The agents will continue to be full-time Amex employees, and the company also has a network of franchised agencies, as well as a call center and website.
All American Express home-based workers are supported by a central office that provides technology, training, marketing and back-office systems.
It’s a sign of the times, of course. American Express, one of the world’s first travel companies, opened its first locations 150 years ago.
It was the largest travel agency in America until Expedia caught up; now the two seesaw back and forth for the top spot.
"That’s the move American Express decided is right for them," says Terry McCabe, SVP and National Director of Leisure at American Express-affiiated Altour of New York.
Having agents work from home is a good way to keep great people you might otherwise lose, she says, but it has its challenges, too.
"Cross-pollinization is so important in a travel agency. With home-based agents you have to reach out more to educate your staff," McCabe notes. "You need to invest in a platform that will keep them well-connected."
By Cheryl Rosen
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