Changes in travellers’ expectations have resulted in some travel agents becoming more innovative, more customer-focused.
They were also taking on a more consultative role rather than just booking flights.
But Abacus CEO Robert Bailey said the call was for agents to become even more innovative in the value-added services they offered.
“Consider unconventional offerings. Dare to be different and stand out.
“Offer pet sitting services while customers are away on vacation or even offer to water the plants, feed the fish, collect the newspapers.
“Why wouldn’t customers pay a service fee for the convenience and peace of mind,†Bailey suggested.
“By continuing to develop innovative services that add value for their customers, travel agents will find they have new and effective ways to show greater worth for their business.â€
