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‘Digital overload’ sends holidaymakers back to agents
Holidaymakers suffering from ‘digital overload’ are returning to travel agents for expert advice, the industry heard at this year’s Barclays Travel Forum.
Deloitte partner Alistair Pritchard said the message from this year’s Economic Update and UK Travel Trends report was that travel experts were likely to continue to play an important role.
He said there was so much information available online that customers needed someone to help navigate their way through the ‘digital labyrinth’ and find the right fit.
"If I look across those businesses that have strong homeworker groups, if I look at those businesses that have a very strong personal relationship with customers through calls centres or personal connections, they are doing very well," said Pritchard. "That is what people value. I do think there is a role for the travel expert to play."
Linsey McNeill
Editor Linsey McNeill has been writing about travel for more than three decades. Bylines include The Times, Telegraph, Observer, Guardian and Which? plus the South China Morning Post. She also shares insider tips on thetraveljournalist.co.uk
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