Customers like re-assurance
Research among focus groups by Advantage has found that customers like the re-assurance given to them by agents but perceive them to be expensive.
The focus groups were conducted around the country and people said they liked the fact that agents take the risk out of the booking process. They also valued the personal service and the opportunity to try to get a better deal by talking face to face with an agent.
However, on the flip side, people think agents are expensive, not particularly convenient and offer less choice than can be found online. Customers also felt they could do the booking themselves.
Some 83% of customers rated Advantage agents as very good, but only 53% said they saved them money.
Jeremy Skidmore
Have your say Cancel reply
Subscribe/Login to Travel Mole Newsletter
Travel Mole Newsletter is a subscriber only travel trade news publication. If you are receiving this message, simply enter your email address to sign in or register if you are not. In order to display the B2B travel content that meets your business needs, we need to know who are and what are your business needs. ITR is free to our subscribers.

































Global tourism exceeds 1.5 billion travelers announces UN-Tourism
Qatar Airways offers reduced timetable to over 60 destinations
WTTC global tourism reached record economic impact of 11 trillion in 2025
Hands In, UATP join forces for airline multi-card payments
Suspension of all regional trains in Catalonia following two new rail accidents in Spain