“Basic customer service will no longer cut it”: Avis’ Ian Jones
The role of the travel agent has changed drastically over the past decade, and it’s becoming clear that basic customer service will no longer cut it.
To give you an idea of what it takes to be the best in your field, Ian Jones, commercial director of Avis Budget Group Pacific, has penned this piece on the changing nature of the industry and what agents need to do to keep up.
The ways we plan and book travel are becoming digitised and more efficient as the industry evolves.
Increased connectivity has paved the way for a more informed customer who expects more – and expects it fast. The role of travel agents and consultants in the industry has changed accordingly, adapting to fit the different set of needs customers now have.
A recent Jigsaw Research-Google Travel Study highlights this, finding that 77 per cent of trips booked by Australians were at least researched online beforehand, regardless of how they were eventually booked. This means that consumers and businesses are more demanding than ever before, and travel consultants have their work cut out trying to meet these expectations.
However, with this comes opportunity. By delivering an unrivalled level of customer service and going beyond what’s expected, some travel agents have not just survived but thrived in the face of the challenges that the dot-com bubble brings.
Excellence in customer service manifests itself in many ways – sometimes it’s a dramatic act that goes well beyond the call of duty. Other times it’s a series of small but memorable gestures, general expertise or consistent attention to detail.
Over the twenty-two years in judging the Avis Scholarship Program, our industry program designed to recognise and celebrate excellence in the travel industry, there are a handful of key characteristics that we’ve observed that underpin every successful application.
These include a genuine respect for the client, a talent for finding innovative and creative solutions, a determination to constantly exceed expectations and, most importantly, providing that personal touch.
Feedback from many consumers is that the convenience of internet bookings still can’t compare with the tailor-made, personal experience that talking to a travel expert can provide.
In fact, a US-based Forrester Research study found that a small but growing number of travellers are losing interest in travel sites. Only 46 per cent of respondents in the study said that they enjoy booking travel online – a significant decrease from previous years.
With this in mind, it’s crucial now more than ever that the travel industry consistently strives to raise the bar with an unrivalled level of customer service that will ensure our dynamic industry continues to evolve.
This year for the Avis Scholarship Program, we’re looking to hear from travel consultants across the corporate and leisure sectors who can showcase excellence in the highly complex and competitive environment that we now operate in.
For the first time, we’re now accepting applications via YouTube to get a real flavour for applicants’ enthusiasm and talent.
With a prize fund valued at $40,000, the winner will enjoy a range of experiences including international travel to Singapore to attend the Phocuswright Conference, professional guidance and access to training opportunities with organisations such as Cruise Lines International Association Australasia (CLIA).
Applications close this Friday, so if you’re an Australian or New Zealand travel consultant that prides themselves in exceeding expectations in customer service, we look forward to recognising your achievements in this year’s competition.
Email the Travel Weekly team at traveldesk@travelweekly.com.au
avis avis travel agent scholarship booking sites otas travel agentLatest News
Australia fails to make top 10 destination list for American travellers
Australia's top cities have failed to make the grade with American travellers this northern summer, with no local city in the top.
APT Launches 2025 Asia Adventures
APT has launched its Asia Adventures for 2025, including new luxury holidays in India, Sri Lanka and Japan. Five new tours lead guests to the highlights of India, including a seven-night cruise along the rarely travelled Lower Ganges aboard the Ganges Voyager. Further south, Sri Lanka’s greatest destinations are revealed on a new 15-day Land […]
ANZAC Battlefield travel on the 2025 bucketlist
As Anzac Day dawns, agents prepare for a surge in bookings for the 110th anniversary of the Anzac Cove landings.
Former Channel 9 Getaway host and founder of TRIBE Jules Lund to speak at Travel DAZE
From blond-tipped travel reporter to Travel DAZE speaker, Jules Lund cuts through the BS.
HX’s Roald Amundsen finds aliens in the Antarctic
Forget whales, HX's MS Roald Amundsen captures aliens in the Antarctic - and they're not pretty.
Mayhem in France as 70% of flights face cancellation
I mean it wouldn't be France if there wasn't at least one strike.
Etihad Airways launches double-decker service with world’s only in-air three-room suite
We imagine falling asleep in the three-room suite is superior to falling asleep on your neighbour's shoulder.
Norwegian Cruise Line launches 2024 Europe travel season
Europe certainly has a lot of ports. Its time for Australia to up its game.
“The power of travel for positive change” – Intrepid’s Jenny Gray hails controversial all-women Saudi Arabia trip
There is an awful lot to love about this tour from Intrepid. Where do we sign up?
Princess names the Sun, unveils Sanctuary Collection + Star Princess to Alaska in ’26
A huge bottle of Veuve was smashed into the side of the ship to make things official. So no, we couldn't snag a glass.
Collette special offers across peak northern summer season
If you are craving a trip to Europe then grab this deal with both of your grubby hands.
Air India and All Nippon codeshare between the two countries
Here at TW we agreed that the photo would have worked better if they had swapped planes.
A&K offers minimum 18 weeks paid parental leave
Contrary to what the photo suggests this benefit is only applicable for humans. Back to work Mrs Jumbo.
NH Hotel Group rebrands as Minor Hotels Europe & Americas
Hang around the bends of the hotels. We imagine they will be full of a lot of branded content.
Scenic Eclipse II – the business of creating unforgettable life-changing memories
These cruise brothers from another mother offer a view of cruising on Scenic Eclipse II that is poles apart.
MSC builds new hospital ship with Mercy Ships
If you want to read a story that puts a smile on your face then this is the one for you.
“I peed on myself watching this” – Social media users squirm at Royal Caribbean’s Harmony of The Seas 55ft dive video
TW is not responsible for any involuntary actions your body might have after watching this video.
FLIGHT REVIEW: Qantas Boeing 787 Dreamliner business class
The real bonus is you're unlikely to be around screaming children. Hoorah!
Traveltek offers travel agents new rapid deploy cruise website
As always, if you have any issue with the platform, just turn it off and on again.
Experience whale watching & classical music at the Australian Festival of Chamber Music in Townsville
Disappointedly, the whales do not start singing in tune with the orchestra. Opportunity missed.
Fond, very Fond. London hotel famed for James Bond link adds ‘Classic Comforts’ lunch menu
James Bond author Ian Fleming was so fond if this hotel, it inspired the legendary phrase ‘shaken, not stirred’.
What sets Eclipse Travel apart with Africa expert Hilary Dubyk: Travel Weekly TV
If you want to know more about Africa, then Hilary Dubyk is your person.
Surge in Australians visiting Japan
Feel like all of your friends have just returned from Europe? Now it's Japan.
Seabourn announces Western Kimberley Traditional Owners as Godparents of Seabourn Pursuit
Seabourn has named Western Kimberley Traditional Owners, the Wunambal Gaambera, as Godparents of the ultra-luxury purpose-built Seabourn Pursuit. It is the first cruise line to appoint Traditional Owners as godparents of a ship. Seabourn Pursuit embarks on its inaugural season in the Kimberley region this June. The naming ceremony will take place on Seabourn Pursuit’s […]
Sydney named 17th best place to work remotely
If you struggle to get a seat within Sydney's coffee shops, you now know why.
W Melbourne grows sales team
We appreciate the thought that has gone into this team photo.
Cunard welcomes new ship Queen Anne
This might be the most impressive ship handover in ship handover history.
Intrepid Travel appoints Yvette Thompson as general manager sales & marketing ANZ
It isn't end-of-day Monday and Yvette Thompson has already nabbed herself an impressive promotion.
Anna Fawcett re-joins Global Touring in newly-created APAC role
With such an impressive CV, Global Touring is no doubt thrilled to have Fawcett back.
“We know our response has been far from perfect” – Emirates’ open letter following Dubai flooding
If you also need to write an apology letter, then this is a pretty good template.
Malolo Island Resort opens brand new Spa
Fiji’s Malolo Island has added another string to its bow – opening its $1.3 million day spa on Thursday, 18th April 2024. (Lead Image: matriarch Rosie Whitton with spa staff) Located at the edge of the resort’s luscious patch of tropical rainforest, the new “Leilani’s Spa” adds another level of elevated experiences to Malolo’s already […]
Virgin Australia’s HILARIOUS second instalment of the ‘Bring on Wonderful’ campaign
We don't use the word 'hilarious' lightly, but this is worthy of the title.
Visit Sunshine Coast reveals new brand identity
If you were looking for another reason to visit the Sunshine Coast then this is it.
Sofitel launches brand campaign starring Sex Education’s Gillian Anderson
We can confirm the content of this video is less spicy than Sex Education.
Holland America Line gives agents the chance to visit Alaska on 11-day Famil
If you've ever wanted to see a Polar Bear (and who doesn't?), now is your time.
More than 65 luxury agents gather in Sydney for Best of the Best dinner
This looks like a fabulous do. We imagine there may be a few (or maybe 65) sore heads this morning!