The age of the travel "agent" is no more: Travel Counsellors
The age of the travel “agent” is no more as the changing needs of customers, not the internet, have irrevocably disrupted the travel landscape, says Travel Counsellors managing director Australia David Hughes.
Speaking at the Travel DAZE conference in Sydney this week, Hughes stressed the industry no longer needs travel agents, but instead “travel advisors”.
“It’s not the internet that has disrupted things, it’s customers,” he said. “By holding onto old models, we’ve forced customers to find other ways to fill their needs.”
As a result, that has opened the way for a wave of disruptors such as Air bnb and Uber.
“We have to make sure their expectations are being met, if not, they’ll find another way to do it,” he continued.
Hughes predicted that zero commissions would become the status quo within the next five years, meaning agents would have to look for different ways to add value to transactions. This approach would also help them stand out from online competition, which is primarily price-driven.
“There are people that are driven by price, but there’s also a whole other group of people who want the experience and are willing to pay for it. They’re willing to pay service fees and be looked after.”
Hughes said Travel Counsellors aimed to tap into this market segment, not only by acknowledging the needs of the customer, but also by providing its staff with the tools and support to cater to those needs.
“We need to understand the people that are delivering to its customers and ensure we are looking after them,” he said.
“We need to adjust thinking around where we are in industry at moment.”
Looking forward to the future, Hughes predicted a thriving although different travel trade, despite the various challenges currently in its path.
“Perhaps we are already at the stage where people going to become extinct may already be extinct and we are all evolving forward into something new,” he said.
Email the Travel Weekly team at traveldesk@travelweekly.com.au
-
Latest comments
Latest News
Wendy Wu Tours first China mega-famil for 100 travel agents will be full of Wow!
Wendy Wu Tours will run its first mega-famil for 100 travel agents to China this month, as interest in the destination steadily increases. The group will be made up of agents from across Australia, New Zealand and the UK will visit Zhangjiajie, the backdrop for the film Avatar. Delegates will “be treated like royalty every […]
Oaks Hotels & Resorts gets behind Netball’s Suncorp Super League
So Netball Australia draws its moral line somewhere between Gina Rinehart and Oaks Hotels & Resorts.
Tourism Australia announces appointment of Regional General Manager United Kingdom
Tourism Australia has announced the appointment of Andrew Boxall to the role of Regional General Manager United Kingdom and Northern Europe. With more than 25 years of tourism industry experience, Andrew has worked internationally across the Middle East, India, Europe and the UK. More recently he was Flight Centre Travel Group’s executive general manager for […]
Chef Alessandro Pavoni Unveils Cibaria at Manly Pacific MGallery Collection
Renowned Chef Alessandro Pavoni will introduce Cibaria Manly – a relaxed Italian all day dining destination set against a beachside backdrop – to the Manly Pacific MGallery Collection, The chef, best known for his culinary success at Ormeggio at the Spit and a’Mare, envisions Cibaria as a European-styled culinary haven where socialising seamlessly transitions from […]
Hotel Review Atlantis, The Royal: Stunning in every sense
Atlantis Dubai invited Travel Weekly to experience the newly launched luxury resort, Atlantis The Royal as well as Dubai’s first and ultimate entertainment resort, Atlantis, The Palm. The experiences, restaurants and beach clubs at both resorts made up a series of meticulously crafted luxury moments for which Dubai is renowned. From fire-breathing fountains to culinary […]
Flight Centre’s Big Red Sale starts today
Flight Centre’s biggest sale has just landed giving Aussies the chance to lock in more affordable holidays close to home and overseas with saving of up to 50 per cent. The Big Red Sale starts today, 9 May, and runs until 5 June 2024. Flight Centre Global Managing Director Andrew Stark said that after the […]
Aurora Expeditions announces savings for solo travellers
Aurora Expeditions has today announced savings for solo travellers thinking of going north for the summer. Adventurous solo travellers can take advantage of no solo supplements, enjoying a guaranteed private cabin on select departures during Aurora’s Arctic 2024 season with plenty of options available on unforgettable voyages visiting Greenland, Svalbard, Northwest Passage, Iceland and more. […]
Etihad and Tourism officials launch free Abu Dhabi Stopover
Etihad Airways and the UAE’s Department of Culture and Tourism – Abu Dhabi have announced the launch of Abu Dhabi Stopover which invites guests flying through to turn their stopover into a free hotel stay and holiday. The Abu Dhabi Stopover, exclusive to Etihad Airways, will enable passengers to enjoy a convenient free stay in […]
New MSC Australia boss talks hot topics for local cruisers, including the Caribbean
New MSC Australia boss, Antonio Paradiso, spills the Caribbeans on where he expects Aussie cruisers will go next.
Contiki’s latest campaign inspires travellers to engage with the world around them
Hands off! Influencers invited on holiday and told not to post anything. We can assure you they're back at it now.
Aussies a hit on the conference floor for IPW 2024
Diana Ross on opening night, Keanu's Dogstar band and a dozen lobster rolls. All in a week's work at IPW 2024.
Disney excited about prospects of cruise business as Disney Treasure nears completion
Disney's booming cruising business is set to knock Disneyland experiences out of the park.
Scoot’s first E190-E2 flights take off between Krabi and Hat Yai
When flying's a pitch. Airline lite Scoot offers a standard seat pitch of 29” on its new 112-seater.
Premium hotel operator ERDI launches it’s own academy in heart of Melbourne
ERDI expects to be shaken not stirred with the launch of its ERDI Academy in its Melbourne hotels.
Tropical North Queensland action-packed events calendar for adventure enthusiasts
Sporting enthusiasts and adventure seekers are gearing up for an action-packed year in Tropical North Queensland, with a lineup of sports events and adrenaline-pumping experiences set to take centre stage in 2024. Leading the charge is the highly-anticipated return of the Crankworx World Tour ‘Paradise Edition’ to Cairns from 22-26 May 2024. The mountain biking […]
Singapore Airlines Group first to receive SAF from Neste as AU/NZ play catchup
Singapore leaving many in their green dust. Here in Australia, we're hoping for a tortoise and the hare type outcome
Qantas Red Tail sale discounts more than 200,000 fares
Qantas marketers forever thankful to the team who chose the red and white colours. How else would they name a sale!
Bannisters by the Sea unveils retreat style package for new mothers
Three hours in the car with a newborn from Sydney might be tough, but trust us, it'll be worth it when you arrive.
Nothing Bonza can do to prevent loss of planes, ACCC concerned by latest aviation developments
Going, going, gone. It seems...
APT offers destination incentives to enjoy the Best of Asia
Whether its a cocktail by the beach or a hike through the mountains, APT has you covered. You'll find us at the beach!
Disney Days returns with Inside Out 2 showing in Sydney, Brisbane, Melbourne and Auckland
Time is running out for agents to register their Expression of Interest to an exclusive screening of the much-anticipated Disney and Pixar film, Inside Out 2, hosted by Disney Destinations Australia/New Zealand team and partner United Airlines. Places are limited and applications must be in by 17 May. In addition to the screening of the […]
Get ready to roll the marketing dice with Susan Coghill: Travel DAZE EXEC 2024
It's heating up in Cairns and we're not talking about the weather! Get ready for a marketing masterclass with Susan.
Aranui Cruises slashes prices with No Single Supplement and Half Price offers
French Polynesian cargo cruise line Aranui Cruises is slashing thousands off its 2025 Austral and Marquesas Islands cruises with an autumn sale offering 50 per cent off the second guest in a twin share room and no single supplement for solo travellers. On sale until June 21, 2024, Aranui’s 12-day roundtrip voyage from Papeete to […]
Cebu Pacific campaign aims to boost Aussie trips to the Philippines
Cebu Pacific's bouncy singalong ad campaign 'Fly to Happy, Fly to the Philippines’ aims to get more bums on seats.
Tauck’s new river and small ship ocean cruises, plus increased Seine capacity
Tauck adding itineraries like it's going out of fashion, which cruising certainly isn't.
Railbookers and La Dolce Vita Orient Express partner up for new luxury Italian itineraries
Fancy a luxurious trip through Italy? Who are we kidding, we know you do. Start your daydream here.
Luxury Travel Collection’s Nikki Glading spills all on member network perks: Travel Weekly TV
We urge you to enjoy this in true LTC style and lift a glass of bubbles with lunch today.
Auckland’s new domestic terminal comes with all the modern gadgets
We're not talking about drones or VR goggles, but these updates will change the game in Auckland.
Air New Zealand crew sign up for Sign Language Week
Have you signed up for Sign Language Week? Let this be your sign to do so!
Holland America Line gives one lucky winner the Ultimate Alaskan Cruise Experience
There's only one winner, so it's sort of like the Hunger Games of cruise prizes... but no one gets hurt.
TAG’s Byron Carr excited about K-Pop induced Asia expansion
Carr to go all Gangnam Style with TAG's Asian expansion
CATO celebrates 25 years with anniversary dinner
CATO's putting on a fancy spread to celebrate 25 years as other 25 year olds celebrate their HECS debt being cut.
Fiji Tourism Exchange 2024 opens with a vibrant ceremony at Sofitel Fiji Resort, Denarau
Two days in Fiji! If you didn't attend this conference we're sure you've got FOMO.
Raes on Wategos celebrates 30th birthday and guests get the presents
World famous luxury boutique hotel Raes on Wategos, in Byron Bay, has launched its 30th birthday celebrations with a Raes Indulgent Escape package. Available for all stays of two nights or more, from June to August, the curated package offers an invitation to indulge in a shared celebration of Raes 30th birthday, whilst revelling in […]
Seabourn’s two new value-add offers for 2024-25
Seabourn's doing a two for one deal. Kind of like a fast-food promo but its luxury cruising.
PONANT commercial team expands to meet growing demand in APAC
Can't remember that Ponant contact you met at a networking event? Good chance they're included in this update.
Seems as though I have heard all this before. It was the same prediction in 1998 when I became CEO of AFTA and was told agents would be out of business in 2 years and zero commission would be the order of the day by 2000. Neither has happened and I suggest will not happen into the future. Mr Hughes fails to understand the unique nature of the Australian market and the resilience of the operators within the market – who are already charging service fees and providing the experience which is why they are still operational whether they are or are not called agents. Mike Hatton
If they cut commission everywhere there is only so much service fee you can add on!!!
If they cut commission everywhere there is only so much service fee you can add on!!!
Seems as though I have heard all this before. It was the same prediction in 1998 when I became CEO of AFTA and was told agents would be out of business in 2 years and zero commission would be the order of the day by 2000. Neither has happened and I suggest will not happen into the future. Mr Hughes fails to understand the unique nature of the Australian market and the resilience of the operators within the market – who are already charging service fees and providing the experience which is why they are still operational whether they are or are not called agents. Mike Hatton