Good news for travel agents
From “Travel Industry Today”
Are travellers getting leery of Internet arrangements?
12 AUG 2009: Just one in three US online travellers feel that travel websites do a good job presenting travel choices that’s down from 39% in 2008. Travellers believe they are taken for granted says a new study that suggests consumers aren�t pleased with the complicated process of planning and booking a trip online, and are exasperated to find they are expected to have the skills of travel agents.
A Forrester Research study, chronicled the dissatisfaction with do-it-yourself online travel in the US.? There are 15% fewer travellers who enjoy using the web in 2009 than there were in 2007, said the report.
“What we’ve seen is growing frustration,” said Henry Harteveldt, a Forrester travel analyst.
Consumers see other websites becoming easier to use retail websites, banking websites, media websites. But travel is treading water as a category. There are very few travel companies that are really looking to improve the planning and booking process.
Instead customers are forced to figure out extra fees, wade through fine print and understand industry terms like the difference between a deluxe and a standard room, in addition to educating themselves about destinations, flights and hotels.
“Travel companies expect the consumer to behave like a travel agent,” said Hartveldt. “The question I always ask these guys is, Could your mother-in-law use your Web site without having to call you for help? The answer is always no.”
Harteveldt said a growing number of consumers appeared to be interested in using an offline travel agency, if they could find one.
“The fact that there are more people now who would consider using a good offline travel agent is telling me people are saying, Enough already,” he said.
Janet McKelvie adds… “So call your travel agent and avoid the frustration”.