TTD: Carrick rebuffs Thomson’s web claims

Hoseasons boss Richard Carrick has rejected claims by Thomson that the internet is replacing travel agents.

The self-catering operator’s chief executive, responding to comments from Thomson earlier this week, said: “We don’t subscribe to the view that the role of the high street is doomed. That’s why we have taken the decision to invest heavily in working with agents to ensure that we are both able to give the public what it wants. 

“Good agents will continue to prosper within their market, and we should focus on ways of achieving better and longer term collaboration, rather than kicking them at every turn.”

He spoke out in the wake of the company launching a six-month campaign supporting the trade, including increased commission for a limited period (see previous TravelMole story).

Carrick, previously with Thomson’s rival Airtours, said: “Whilst of course the web has changed the way holidays are sold, a well-supported high street travel trade still has a huge role for the future – provided operators and agents work together as proper partners to give the public what they are looking for in a rapidly-changing market. This includes giving agents an even playing surface and not undermining them in pricing and deals.

“The preferred booking method for many of today’s consumers is a combination of all channels all rolled up together. Those large operators who choose to try and freeze out the high street travel trade will miss out on this market, while those of us who recognise its value, and work hard to nurture the relationships, will reap the benefit, alongside those agents who make the effort to change.”

He added: “Thomson’s claims that the internet is taking over as the way people book travel are a exaggerated. What the figures don’t show is how many of the ‘50%’ of its holidays sold online are purchased without the use of a brochure, and without the customer having first visited a High Street travel agent to research what’s available.

“Moreover, the web is equally available to travel agents to exploit and there’s no reason why an agent shouldn’t be just as big a beneficiary of the growth in online activity.  All successful travel agents have brand equity which provides incremental access to customers which an operator can’t get themselves. 

“In the past, an agent’s ‘stock’ has been little more than brochures.  But going forward, the web provides the means for a range of ‘white label’ feeds to operators.  We’re focusing on providing our product online to those agents, who can deliver additional customers via their brand, and we’ll support the activity needed to make this work.”

Report by Phil Davies