Optimistic traditional agents using technology to beat OTAs

Monday, 03 Jun, 2010 0

Irish business and leisure agents are displaying an optimistic outlook over the next three months, according to new figures from technology supplier Amadeus.

More than half of these agents foresee bookings picking up by 20% from now to the end of August, compared to the same period last year. Some 58% of leisure agents and 67% of business travel agents see the future as rosier than 2009.

The Amadeus survey also showed that agents felt improved travel technology systems were allowing them to spend time being more attentive to customers. But some 54% of leisure agents and 82% of business travel agents said further automation of back office tasks could speed up the time it takes to do them by a quarter.

Amadeus completed the survey to underline how traditional agents could steal ahead from online competitors by using technology to buy time which could be spent talking with their customers.

Said Amadeus Ireland’s general manager Volker Lorenz: “One key competitive advantage for traditional travel agencies is being able to offer the personal touch when they interact with customers.

“The research demonstrates more travel agents see that technology enables them to deliver the superior customer service that builds loyalty. As a result, we are seeing what we describe as a growing “agents for change” community in Ireland: travel agents who embrace technology as never before to enable greater customer focus through increased automation.”

Lorenz highlighted Amadeus All Fares, which helps agents find best offers available on a single screen, Amadeus Ticket Changer, which automates the reissuing of tickets and Unused E-Ticket Tracking Report as examples of how agents can reclaim time.

By Dinah Hatch

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Dinah

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