ASTA refutes Evening Standard story

An Evening Standard story headlined ‘Travel Agents Sent Packing’ has managed to attract a forthright response in the US. The story, about high levels of internet use by travellers, predicted that the “death of the travel agent” was a step closer. But the American Society of Travel Agents quoted statistics showing: -Travel agents in the US sell 70% of all airline tickets. -US agents sell 95% of all cruises. -Agents also sell 90% of all tours and packages, 40% of all car rentals, and about 25% of all hotels. The story in the Evening Standard quoted IPK Research that found more travellers are booking directly as opposed to going through travel agencies. In 2004, the study said, 54% of holiday travellers would be booking direct, compared to 46% through agencies. Asked to comment, ASTA said: “The internet can be a powerful tool, but to make it work effectively, a person has to understand where to look and what questions to ask; otherwise, hours can be wasted surfing the web. “When it comes to booking travel, travel agents are experienced professionals.” The internet, acknowledged by ASTA as a “valuable tool,” can’t replace the expertise and guidance of travel agents, ASTA said. “Nothing can replace the first-hand experience that a travel agent has; they act as a liaison should something go wrong; they can also rebook you at a moment’s notice,” ASTA added.