Internet ‘not good’ for complex itineraries, says Cheapflights boss
Cheapflights chief executive David Soskin has said agents will continue to take a slice of the airline market after admitting the internet is poor at handling complex itinararies.
Speaking at TravelMole’s travel industry question time on the future of aviation, Soskin said retailers still have a role to play despite the continued growth of the web.
“Many of our top selling destinations are long haul, such as Orlando,” he said. “People are travelling more and it’s become more affordable. But once you get into more complex itineraries the internet is not particularly good. That will change gradually but there will always be room for expertise.”
TelMe Farebase and supplier relations general manager Claire Trevis also insisted there will always be people who need agents.
She added that through Farebase, agents can also source the best deals on the market.
“It’s certainly not over for agents,” she said. “Farebase includes 15 of the top consolidators in the market so travel agents know they can get the best deals. There are also people who still like the experience and knowledge of an agent.
“People also want different things today. They may go on holiday to Orlando but they also want to spend a few days in New York beforehand. Customers today are doing more complex itineraries.”
Thomsonfly commercial director Guy Stephenson added: “There are people who don’t have the internet or credit cards who will continue to book through agents although it is becoming less and less.”
Report by Steve Jones
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