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Internet ‘a long way behind agents’ on service
A travel retailer has hit back at a report that claims the internet has overtaken the travel agent for travel bookings.
Flight Centre marketing director Shane Parlato, said: “It is certainly not our experience that the internet is taking over travel agency bookings. As customers are booking ever more complicated itineraries to more unusual destinations then the place to do this is with a knowledgeable travel agent.”
The company is referring to a recent report produced by market research company Mintel that suggested that more people are booking through the internet than going to a travel agent.
The survey of 1,300 adults revealed that in the past 12 months, 33% booked holidays through the internet, while 32% visited an agent. The other bookings went either direct to a tour operator, through Teletext, newspapers and magazines. The figures are thought to be heavily weighted by the growth in online bookings for no-frills flights.
Mr Parlato added: “The internet is a long way behind being able to offer the same level of service as an agent when booking complicated itineraries without someone having to spend hours online”.
FlightCentre is bucking the industry trend by adding to its presence on the high street. The retailer announced last month that it is looking for 80 staff for its UK shops. The vacancies range from international and business travel consultants to accountant, financial control, e-commerce and IT management.
Report by Ginny McGrath
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