The internet has made travel companies lazy!
By Darren Cronian on Tuesday, December 4th, 2007

Why do I get the impression that when I telephone ‘some’ travel companies that the operator just wants me to book a holiday and isn’t in the little bit interested in actually inspiring me, or helping me to find a holiday.

The internet has made travel companies lazy!

They assume, quite wrongly that I have access to the internet and that I’ve searched their website. I haven’t being critical of the internet before but I think it’s made companies lazy! Yes, I really do think that people just do not want to help you anymore and just want to take your hard earnt money.

What do you think – has the internet made travel companies lazy?


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13 responses to “The internet has made travel companies lazy!”

Rohan | 4 December, 2007 at 10:14 pm

I do not think it is just travel companies Darren.

I telephoned around a few companies for my car insurance to receive quotes and two of the companies asked me if I had the internet, and responded by suggesting I search online.

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Kevin May | 4 December, 2007 at 10:44 pm

i would argue that the “lazy” companies are not just innovative enough to see how to marry the offline world of human interaction with the online world.

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Steve | 4 December, 2007 at 11:17 pm

Some call centre Travel Agents are paid on a commission only basis. They earn a living booking holidays for people over the phone. The annoying thing for an agent is when somebody enquires about a holiday and then books on-line in order to get extra on-line discount. Customers will then use the same phone number for aftersales enquiries which just adds to the frustration. An agent will be happy to help as long as the customer is prepared to pay for that service.

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robert | 5 December, 2007 at 3:08 am

I think travel agents should look for a new job. Anyone with half a brain can research and book any destination they may want to go to on the internet, without the “help” of an agent who probably have never visited the destination to begin with.

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Adam | 5 December, 2007 at 6:25 am

Whole business model of travel agencies is changing with increasing focus on the internet.

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Darren Cronian | 5 December, 2007 at 9:28 am

Robert, whilst I agree that people can research and book their holiday much easier nowadays, alot of people want human contact, and providing you book with a bonded agency, your covered if anything goes wrong whilst abroad.

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Darren Cronian | 5 December, 2007 at 9:31 am

Adam, I realise agencies are focusing on the internet to reduce costs, but are we then saying that a company who provides a telephone number doesnt want to help you find a holiday, you just call us if you want to book.

Doesn’t sound like a customer friendly way of going about business

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Simon | 5 December, 2007 at 1:37 pm

In my experience it largely depends on the holiday type, duration etc. I wouldn’t feel comfortable booking a tour or multi-centre holiday online, I would much rather speak to someone.

Companies are going to prefer you to book online than by phone, as it means they ultimately make more money from it.

Steve, it is the case that call centre staff earn commission , but I wouldn’t employ someone if that was their attitude! They work for the company, any sale is a sale and is providing that person with a salary! Also don’t presume the person you speak to on the phone is on commission per sale, there are different commission/bonus models now in place which can be based on things like web conversion, online bookings etc.

At the end of the day, if someone is useless on the phone, either ask to speak to their supervisor and let them know (although we don’t seem to like doing that in England!), or take your business elsewhere!

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Kate | 5 December, 2007 at 8:31 pm

I worked as a travel agent for 10 years, until September 2006 when I left to work for the NHS. I thought it was about time that I got out of the travel industry – I still enjoyed my job, but the company director was becoming a pain in the **** (she inherited the company and didn’t have a clue) I worked for an independent agency and had noticed that bookings were slowing down and didn’t want to be left without a job in the next few years. The agency I worked for will always have something else on the back burner – but I suppose I just wanted out.

I used to get so annoyed with people who would come into us for a price, book on the internet as it was cheaper, and then come back to our agency when there was a problem. I can remember one customer who booked, the company went bust, and then they wanted me to sort it out…. obviously, there wasn’t much I could do except remind them that “you get what you pay for” which didn’t help much! Sooner or later, I think people will start coming back to high street agents but not in the immediate future.

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Darren Cronian | 6 December, 2007 at 5:46 am

Some great points in the comments.

“or take your business elsewhere!”

I did exactly that.

Its not like theres not other companies that you can use. The trip I am planning is going to cost over £1k so they have lost a decent chunk of revenue.

Continue to offer the same service and consumers will go elsewhere.

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Bernard Fromageau | 6 December, 2007 at 9:30 pm

I am a travel agent….
Most of the travel agencies did not realized that Internet was a serious competitor. Most of them are selling tickets and packages, with very little added value. Their knowledge on travel is sometimes very poor…
If we want to survive we have to be efficient. We have to deliver a real service. We have to know the product and understand what’s the clients needs. We are the experts. They are lots of unique hotels, we have to look for the exceptionnal.
All basics products will go on Internet. It is impossible to stop the evolution . Our future is added value and service.
We are now earning much more with fewer clients.

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Darren Cronian | 8 December, 2007 at 4:51 am

Bernard good point about being unique and creating your own niche but what I think that the internet has made some companies lazy because they just refer consumers on to their site rather than help them over the telephone.

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Chris | 10 December, 2007 at 12:34 am

The fact that some companies don’t give their workers commission is one of the reasons WHY they become lazy.

If they know that there going to get paid it makes it easier for them to go on to the website or elsewhere and make the booking.

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