TravelMole Q&A with Tim Wright

Tim Wright is a true travel industry veteran. His career spans 40 years across the airline and global distribution sectors to his current position as head of business development and distribution of FEXCO AllTravel. He shares his views on the biggest changes, his heroes and the future with Linda Fox

Q: Looking back over the years what do you think has been the biggest change in travel?

A: The internet and the adoption of it, which has revolutionised the world. Right from the start there was a lot of scepticism but at Worldspan we took the view that we would kiss a lot of frogs and a few would turn into princes. We were lucky that a few did, like Expedia and Priceline. I don’t think any of us realised what the potential really was. The evolution has only just started and there is so much more that is going to come from it. For example, advertising on the internet it is only about 10% at the moment but it is going to go up to 40-50%. Youngsters are growing up with it and are going to become buyers and you can’t offer a product on the internet that you can buys somewhere else cheaper because you can’t get away with it.

Q: What other changes have been significant?

A: Customer service is now highlighted more. Companies that provide service will succeed and it’s more important than in those early days. It is now demanded. Consumers have choice and will use their feet and go elsewhere so there is a necessity for good service. The other thing that has changed has been the introduction of the low-cost airlines, which has totally revolutionised the airline business. I remember when all Ryanair’s business was distributed through travel agents and that model changed very quickly. That simple ‘out and back’ trip on the internet works perfectly and that was the thing that made the low-cost airlines.

Q: What are the things that will impact travel going forward?

A: Mobile technology. Everyone says they are not going to book over a mobile phone but over time I think they will and as the devices get more amenable to consumers mobile technology will be an excellent medium for transporting the internet with full interactivity. It’s already here – adoption is low but it is going to happen. There will also be more movement towards the internet and more consolidation across the industry because a lot of people are running scared because of the investment they need to make in technology. The internet will evolve into other forms of distribution and we don’t’ even know what they are yet. Peer to peer networking communities are starting to build and that could be the massive thing of the future.

Q: Is there a place for everyone – travel agents, tour operators, global distribution systems?

A: There is a future for everyone if they adapt their business, embrace technology and add value. The GDS are well placed because they have the distribution but they need to expand that because they are known for airline distribution. The GDS needs to become a true travel distribution vehicle. It’s the same for travel agents. It’s all about adding value and there is so much value you can add. The really successful companies are those that have taken time out and developed their own technology. I don’t see why tour operators can’t do the same. With trends like dynamic packaging it’s all about using the technology and there are a lot of good solutions out there.

Q: Who or what have been your heroes and why?

A: I admire companies that have leaders who are willing to make changes, sometimes radical, for the good of the business. Ryanair is one, it is not afraid to be different to the norm. British Airways as well, when you look at US airlines that are losing money and BA has turned it around. Willie Walsh is not afraid to make decisions for the long term good of the company even if they are sometimes unpopular. On the tour operator side I thoroughly admire Lotus Leisure. It’s one of those companies that is incredibly successful. It has about 50 brands on the internet but none of the website are bookable. People call up and are then upsold other travel elements. I also admire Trailfinders for its attention to service and its people.