The TravelMole Interview: Keith Webber, Telewest

An “emotional attachment to viewdata” is clouding the real issues about the benefits operators could gain by moving to XML technology, according to Telewest Business head of travel Keith Webber.

Mr Webber pointed out that as well as making the booking experience much richer for the customer, a move to XML would reduce the “whole underlying cost structure of the leisure market place.” For example more effective content distribution would mean operators could dramatically cut down on the the number of brochures that they produce. It would also allow items such as such as invoices, tickets and confirmations to be sent out electronically “rather than through a bloke from Consignia”.

According to Mr Webber the travel industry is progressing in a series of measured steps towards new technologies. He pointed out that Telewest now carries viewdata to 60% of its agency customers through IP connections. Step two – encouraging the operators to move to the faster IP system was underway with the recent launch of IP Host Connect, which allows for faster processing and less congestion even in busy periods. This then prepared the ground for step three – which will see the replacement of viewdata with an alternative form of distribution.

The way Telewest was moving the industry towards IP technology proved it did not have a vested interest in keeping billing on a connection basis, rather than per booking, he said. And while he conceded that IP Host Connect has similarities with a service launched earlier by Energis, he claimed: “It is the same in that it is IP end to end. [The difference is] the Energis model clearly hasn’t worked – they have a couple of tour operators and a couple of travel agents.”

Agents will have to get to grips with technology, according to Mr Webber, if they are not going to miss out as online travel sales continue to grow. He pointed out that agencies need to “mirror as far as possible” the information the customer can get at their computer or through interactive TV which means the internet “is no longer an option but a must have.”

CRM is another must have tool for agents, he said. Agents should capture data so they know all about a customer and their previous booking history and are able to target them effectively. He added that agents should also be just as easily accessible as online travel agencies – which means having their own websites and customers being able to contact them outside normal office hours.

See our previous stories:
8-May-2002 Lycos launches new travel channel
03-May-02 New Telewest service aims to speed up viewdata
18-Apr-02 Viewdata to stay, say industry heavyweights

See previous TravelMole interviews:
07-May-02: Mark O’Brien, Rosenbluth International
07-May-02: Alicia Gardner, Sabre
29-Apr-02: Carolyn Ezzell, Delta Air Lines
23-Apr-02: John Davis, Pegasus Solutions
15-Apr-02: Gregory Hunt, ABTA Arbitration Scheme
09-Apr-02: Stuart Winter, Atinera
03-Apr-02: Roberto Da Re, Dolphin Dynamics
26-Mar-02: Arnaud Debuchy, Amadeus
19-Mar-02: Helen Baker, Lastminute.com
12-Mar-02: Pat Minogue, Galileo
07-Mar-02: Jon Hart, MyTravel
28-Feb-02: Lawrence Hunt, Rapid Travel Solutions