Why robots will never replace travel agents
Insight Vacations CEO, John Boulding, whose 20-year tenure is set to wrap up later this year, has gifted Travel Weekly with his own thoughts on travel agents in the face of possible extinction. Following on from suggestions agents could be going “the way of the dinosaurs”, Boulding penned this piece on why agents aren’t going anywhere fast…
So I just read yesterday that Google is funding a new software project that will automate the writing of local news. Hmm.
As a newly signed up blogger and, ahem, travel writer, I thought to myself: ‘John, you’ve got really poor instincts when it comes to timing; just as you launch ‘Travelling Man’, along comes a damn robot to do the job for you.’
You think I’m joking? Not at all.
The Guardian newspaper reports that the Press Association and Urbs Media will set up ‘RADAR’ – Reporters And Data And Robots – to produce thousands of stories each month.
They’re quoted as saying, “Radar allows us to harness artificial intelligence to scale up to a volume of local stories that would be impossible to provide manually. It is a fantastic step forward for PA.”
Well, maybe it is a fantastic step forward for publishers, in terms of churning local news without having to pay for a human writer, but it seems to me that what will be missing is the connectivity with readers that is the hallmark of all great journalists.
Even a robot flush with algorithmic genius is not going to have that instinctive sense of community or the curiosity, creativity, fearlessness, honesty and passion that is inherent in an dedicated reporter.
So that got me thinking about parallels in the world of travel.
Travellers are often fulfilling long held ambitions and aspirations when they go through the process of conceptualising, planning, booking, dreaming and then travelling on their gap year journeys, bucket-list adventures, once in a lifetime grand tours or milestone celebrations with partners, family and friends.
The experience will likely to be life-changing as they will discover much more than just ‘the destination’.
They’ll observe life first-hand, meet locals, learn new ways and, better still, make the world a better place through forming opinions that will repudiate myths and misconceptions. Cool.
To get there, they can click through to a plethora of automated online services providing algorithm driven travel solutions, which may be fine if you just need an airline ticket, hotel or car rental.
But perhaps not if you need more complex advice and recommendations…
In nearly 40 years in the business I’ve realised that there is still nothing out there that can replace human intervention and services of a great Travel Agent, and they display many of the same qualities as good journalists.
Integrity is critical. Top agents have amassed a lifetime of experience and training in all things travel, and are answerable to the information they supply.
Their recommendations will always based on a genuine assessment of the best solution for their customer. If they get it wrong, unlike a robot, they’ll face the music.
Travel agents are observant and know their customer base. Apart from asking the right questions, they’ll pick up details from meetings that help give richness to the travel experience they offer: the expressions on the face of the customer, the style and demeanour; if the enquiry is on the phone, then the voice and type of music playing in the background.
And much more over time. Not every detail will make its way into the product offering, but knowing the nuances will help them tailor best solutions for the individual.
Agents are industrious too. I really don’t think many consumers understand the true value they are getting from all the hard work that goes into the research and planning of the recommendations an agent will make.
Hours and hours. Days sometimes.
Checking information online and offline, talking to other people to clarify and validate what is or isn’t possible, following up on contradictions and locking down arrangements.
Accuracy is also a vital characteristic. An entire trip can revolve around connecting multiple dots in a seamless sequence.
A good agent verifies all the details and accuracy necessary for travel planning: names, dates, times, passports, visas, addresses and venues. If just one transfer or flight is out of kilter, even a spelling error, then your trip can go pear-shaped very quickly…
I speak from experience on this one. On multiple occasions, against my own advice, I’ve gone online and grabbed a quick flight and hotel for a meeting, only to find that the two don’t tie up because I clicked on the wrong date for arrival or misread a timing.
I once stood on the Unter-den-Linden in Berlin, in the February snow at 7.00 pm in the evening, with no hotel and no chance of a room anywhere, all due to my calendar error. Not great.
Then there is the personal back-up you get from an agent.
If you get caught up in a ferry strike, an Icelandic ash-cloud, a flooding or a even a terrorist incident, so long as you are booked with a travel agent and their reputable tour operator partner or supplier, then they’ll sort you out.
There is a saying: ‘Without a travel agent you are on your own’. So true.
In the meantime, I’ll keep my eyes peeled for new competition on the blogging front.
Perhaps we’ll see the appearance of a super-blog titled: ‘Travelling Robot’ .
Fortunately, I don’t think it’ll be anytime soon.
John Boulding’s thoughts and musings, along with this particular blog, can be found at his website, A Travelling Man.
Email the Travel Weekly team at traveldesk@travelweekly.com.au
-
Latest comments
Latest News
Tourism Western Australia MD Carolyn Turnbull departs
Tourism Western Australia MD Carolyn Turnbull is departing the agency with effect from Friday May 10. Over the past three years, Turnbull played an instrumental role in driving growth, with one of the agency’s most significant achievements being the increase in visitor spend. Under her leadership, Tourism WA achieved a record breaking $17.7 billion in […]
DriveAway launches Brit-Euro Blitz campaign
DriveAway has launched its Brit-Euro Blitz: Explore the UK, Europe & Ireland campaign, designed to inspire travellers to uncover the beauty and diversity of those destinations during May and June. The campaign arrives amidst a surge in popularity for destinations across the UK, Europe and Ireland, with year-to-date increases averaging around 30%. Notably, cities such […]
Fly and Stay Free with the Great Southern
Great Southern’s Fly and Stay Free special offer will have travellers taking in the views along the east coast between Adelaide and Brisbane next summer. This bright orange locomotive chases the summer sun, sharing the incredible coastline with those who want to experience it by train. The journey reflects the best of Australia, from charming […]
Sober travel and TikTok guide Australian Gen Z trips
Gen Z travellers prefer to limit alcohol when overseas and have an increased reliance on TikTok when planning a trip, according to a report by StudentUniverse, the world’s largest online travel retailer for young people. The State of Student & Youth Travel Report for 2024 delved into the latest travel sentiments amongst those aged 18-25 […]
Travel DAZE Exec Agenda REVEALED: top execs to speak on airline competition
As the industry reels from Bonza's implosion, it is more important than ever to ask the big questions.
TTC: Deals are driving up demand for September trips
The latest market research from TTC Tour Brands shows interest in international leisure travel remains high for 2024, with 77 per cent of Australians over 18 still planning trips this year. Notably, 28 per cent of those travellers are eyeing September for their journeys. Europe continues to be the most popular destination, with 68 per […]
Skroo says Rex will need deep pockets to fill lost Bonza slots
The door is open for Rex, and anyone else who wants to launch a regional Aussie airline...
Sno’n’Ski Holidays unveils 2025 mega famil to Colorado!
Let the games begin - this is certainly not a famil that you will want to miss!
Walk Japan launches Kyoto: Mountains to the sea walking tour
There are two types of people, one who enjoys walking on holiday and another who enjoys sipping Mojitos by the pool.
Which destination had a 48% boost in bookings following 10 MILLION TikTok views?
Here's a clue: it's not Malabar Beach.
Asher Telford appointed General Manager of SeaLink Whitsundays
Telford has plenty of reasons to smile after SeaLink doubles down and makes him GM after buying his tourism operation.
Qantas ‘working urgently’ to fix app data leak
Qantas is looking into customer reports that passengers have this morning been able to access other passengers’ personal information on the airlines app. X user Lachlan posted that he was able log into different accounts every time he opened the app. My @Qantas app logs me in to a different person each time I open […]
Hilton Expands Presence in North Queensland with the signing of Hilton Garden Inn Townsville
Heading to a North Queensland Cowboys clash? Hilton Garden Inn Townsville is set to open, but not until 2026.
Rail Europe ANZ: making dream journeys come true
Rail Europe's running a lottery! You're not going to win millions, but you might just snag a free holiday.
Bonza’s future on knife edge
It would seem a long road back from here, perhaps a knife's edge is too much credit.
Revamped Wailoaloa Beach hotel opens as Crowne Plaza Fiji Nadi Bay Resort & Spa
Crowne Plaza Fiji Nadi Bay Resort & Spa is open and ready for bookings after the first phase of a multi-million-dollar transformation. Part of IHG Hotels & Resorts’ premium collection, the transformation has seen the completion of 106 guestrooms showcasing contemporary interiors reflective of the premium Crowne Plaza brand and is a first for the […]
Nielsen Data reveals brands spending big to attract Aussie tourists
Trip A Deal, Virgin and Ignite Travel walk into a bar, blow their cash on travel advertising instead of the pokies.
Kamalaya Koh Samui clinches clutch of wellness awards
Kamalaya Wellness Sanctuary & Holistic Spa has so far clinched five prestigious awards in 2024, including being inducted into the ‘Hall of Fame’ at the World Spa & Wellness Awards in London. Founders of the Koh Samui sanctuary and spa John and Karina Stewart expressed their heartfelt gratitude for the awards. “We are profoundly honoured […]
Jetstar offers 200,000 return for free flights to celebrate 20th anniversary
Jetstar hits 20 and everyone else gets the presents with free return flights to domestic and international destinations.
Amora Hotels & Resorts set to double APAC portfolio, announces new Sydney office
Staff in the new Sydney office have been welcomed by a week of rain on the forecast.
RIU opens Chicago hotel and rooftop bar a few steps from the world-famous Magnificent Mile
Rooftop cocktails hold a dear place in your heart? Look no further than RIU Chicago.
How can travel agents best sell cruises? Uniworld’s Alice Ager tells all: Travel Weekly TV
Agents, you don't want to miss this. Yes, that's the case with everything in the newsletter, but we really mean it here!
South Africa bookings are back in action
It's a wrap! South Africa in the news with resumed flights, film fest and booking tech.
Agents’ chance to score free spot on Intrepid trip to Antarctica
This is the trip of a lifetime, even if you are scared of the cold!
Bonza nosediving amid mass cancellations and reports of repossessed planes
Bonza's days appear to be numbered as the low-cost carrier today announced mass cancellations around the country.
Amy Poehler joins Vivid Sydney event
Oh Joy! Hit comedian Amy Poehler will make an emotional appearance at the Sydney Opera House for Vivid.
Pullman Sydney Penrith ties up with Trilogy Hotels, announces new GM
The crew from Trilogy hotels doing their best impression of the Penrith front row here.
Linkd appoints Carolyn Nightingale and Lawson Dibb to new roles
Linkd Tourism sings praises of Carolyn Nightingale and dubs Lawson Dibb as Kyushu Tourism Office guru.
Celebrity Ascent makes its European debut
Choosing to cruise this northern summer? Celebrity Ascent promises to raise the bar.
NCL opens sales for Norwegian Sun’s APAC debut, announces 14 new voyages
It was to be 13 new voyages we heard, but given the numbers unlucky nature, an extra had to be thought up.
Inside Travel Group appoints Tom Welland Global Trade Marketing Manager
Heidi's Tom Welland heads to Inside Travel Group as its new Global Trade Marketing Manager.
Federal Government rolls out $1.4m program to promote careers in tourism across regional NSW
The Government taking a break from some of its pointier issues with some work in our incredible industry!
Australian visitors to South Korea surge
Japanned out? Aussies are adding South Korea to their bucket list.
G Adventures celebrates Dr. Jane Goodall’s 90th with new wildlife-focused trips
Fancy yourself as a bit of a conservationist? Put your skills to the test on the Jane Goodall collection.
Virgin Australia says suspended flights to Bali result of Boeing MAX delays
If only we had a company like Boeing to blame our mistakes on. Any takers? Get in touch!
Airline Review: Singapore Airlines Business Class – A380-800
The iconic Singapore Airlines' A380-800 is in a class of its own - business class that is.
I’m not convinced. What makes a travel agent better than booking online, especially if you just need plane tickets and not a package tour? It seems to me that it would be pretty hard for a travel agent to find a better price than I could find searching for tickets online and setting notifications for low price days. Also, it’s more convenient to go online whenever I want and buy tickets or book hotels; I don’t honestly even know what steps I’d need to take to go through a travel agent, but I’m guessing I’d have to look online for recommendations and reviews of travel agents and then call during office hours or go in person to a brick and mortar building somewhere.