United Kingdom
United States
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Most agents switch sell, poll reveals
Almost three quarters of agents would switch-sell their customers towards preferred suppliers.
Agents are most likely to steer customers away from companies which have imposed commission cuts, charge fees or run direct-sell or web-only sales policies.
Research by Amadeus found that 76% of agents would switch sell away from an operator which had cut commission payments.
A similar number believe that airlines are bearing the brunt of agency switch-selling, while one in five agents think cruise lines, tour operators and hotels were also being hit.
The poll of more than 300 UK agents found that 81% felt that most suppliers tend to underestimate the power of agents in helping customers make buying decisions.
Amadeus UK communications manager Rob Golledge said: “With seven out of 10 respondents admitting to switch selling clients at one time or another, we see further evidence of the metamorphosis of agents from ‘order takers’ to a more ‘consultancy’ role.
“Surely most travellers using the services of a travel specialist would welcome the benefit of the consultant’s superior know-how in order to steer them through the maze of products, operators and offers available.
“Our survey suggests that travel suppliers which underestimate the influence agents have over purchasing decisions do so at their own risk.”
Report by Phil Davies
Phil Davies
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