How Travel Counsellors are using tech to “Empower, not replace”
When it comes to travel agents and technology, it can sometimes seem like a fine line is being walked.
At what point does the tech eclipse the human element? How do we ensure technology is being used as a tool and not something that will replace?
That negotiation between the human element and using tech to a travel agent’s advantage seems to be a big point of contention and anxiety for many people.
We listened to a talk by Waseem Haq, Travel Counsellor’s digital and innovation director at the Travel Counsellors conference over the weekend and gained some key insights into how the home-based travel agent company is using tech to its agent’s advantage, not detriment.
Haq told a packed conference room at Pullman’s International hotel in Cairns that tech spending has gone from $5.4 million in 2015 ($3740 per TC) to a huge $11 million in 2018 ($6330 per TC) in 2018.
Which is pretty bloody huge, if you ask us.
He also assured the room of eager Travel Counsellors (TCs) that the technology they are spending on will “empower, not replace” them.
We were so fascinated by what Haq had to say that we sat down with him to find out more about the Travel Counsellors tech use.
“When we look at tech we look at how it fits in our model,” Haq said.
“We launched our online learning platform last year called COACH. In a country like Australia where so many people are remote, it’s so important they can access the training materials and the online forum from home.”
That’s why they hold their annual conference, Haq told us.
“I spoke to two TCs that joined us two weeks ago and they just said the content was great, feeling a part of the brand that early in their career with us is great, but meeting with the TCs, and to actually put a face to the name is just fantastic.”
“They can do a lot on our systems, there’s internal message boards and Yammer and they can communicate via skype but to meet with each other face to face and build a relationship here at a conference so then when they’re speaking to them they know what they’re like and hear their voice can be really good.”
When asked what their increase in tech spending went towards, Haq said some of it went into maintaining their core systems, but a lot was invested in new technology, such as the Reasons to Call feature on TC’s dashboards.
Reasons to Call is designed to encourage TCs to communicate more with their clients and nurture their relationships.
The feature gives them prompts that offer an excuse to call their clients, for example, if their client’s passport is close to expiring, or if they are about to leave or get home from a trip.
“We’re also continuing to invest in the app,” Haq said.
“The app has cost us over a million pounds, so close to two million dollars, over the last two years since we’ve released it. We’ve got an app development team in Manchester that built that.”
Which means the my TC app is proprietary tech that no other company can get access to.
Studies show that travellers are increasingly choosing mobile booking systems and apps are a crucial part of this process.
Which is why TC customers can use the app to let TCs know what they’re interested in, browse trips and choose to “book now” through the app.
“The app triggers a booking request and it triggers the TC to then have a conversation with their customer.”
“It just gives them another way of interacting with their customer. For us, the whole tech strategy is around enabling a relationship. Not replacing the TC.”
Email the Travel Weekly team at traveldesk@travelweekly.com.au
app kaylene shuttlewood technology travel counsellors Wassim HaqLatest 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!