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Majority of agents ‘failing to offer best value for money’
Saturday, 16 Mar, 2009
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Experience and knowledge are things that people appreciate most about travel agents, according to a new study.
But only 19% of British travellers believe agents offer the “best value for money”. Although this rises to 29% in Scotland, it drops to only eight per cent in London.
An online poll of 2,220 consumers by YouGov for Stena Line found that 57% thought that agents’ knowledge is a real bonus, while just eight per cent did not find agents knowledgeabl
Almost half of those questioned (43%) valued agents as “someone to talk to”.
With the ongoing credit crunch, agents in Britain will increasingly need to be seen to offer value but people in the capital are more critical about travel agents than the rest of the country.
More than half (51%) of Londoners – over six times the national average – complained of agents’ lack of knowledge, with 43% of those from the capital – over 2.5 times the national average – complaining of pressure from agents to book what suited them best.
Only 37% of respondents in London valued agents for their knowledge and experience.
Nationally, the biggest concern about agents is that they could be too commission-based, a factor which bothers 34% of travellers and an even larger 46% of Londoners.
Stena Line general manager for travel on the Irish Sea Dermot Cairns said: ”We are delighted to learn of the British public’s appreciation of the knowledge and experience agents offer.
“It’s a definite incentive for us to continue the trade training and familiarisation trips that we organise as they are clearly paying dividends.
“We are also acting on the importance that British travellers are attaching to value for money by continuing to ensure that we are offering the best value fares for all our crossings, and great value hotel breaks.”
by Phil Davies
Phil Davies
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