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TravelMole Interview: Duane Futch, director of global travel, Wal-Mart Stores
If Sam’s Club members are any indication, more vacationers are booking on the internet but many still want personal help from agents, says Duane Futch, Wall-Mart’s director of global travel. “We listened to our members and we took their advice,” he told TravelMole. As a result, Sam’s Club has teamed with NLG in a partnership where club members can book travel online or through a live travel agent. “A lot of our members like to use the web for research, but when it comes to more complicated matters, they often want help,” said Mr Futch. He said he is an example. When he booked a recent cruise, he did his internet research, then went to an agent. Mr Futch said a confusing array of online prices, booking fees and other restrictions makes finding the best deal a difficult job. One advantage of the new Sam’s Club offering is that there are no service fees. “We have a distinct advantage over others who charge. We also don’t charge for changes, “ said Mr Futch. He said under the new plan, members can book entirely on their own or use a combination of self-research and help from travel experts provided by NLG. Sam’s Club has been in the travel business for more than a decade. Mr Futch declined to give figures or comment on how important the travel business is to the overall Sam’s Club operation. Sam’s Club is the nation’s largest warehouse chain with more than 46 million members. Sales in 2003 were $31 billion. Report by David Wilkening
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