The role of travel agents is to give advice and information and sell and administer bookings for a number of tour operators. They also sell flights, ferry bookings, car hire, insurance and accommodations separate products. Travel agencies in the UK are either independently owned or part of a chain of agencies owned by a single company. Travel agents may operate through:
- Retail shops
- Business shops
- a call centre
- the internet
Retail Travel Agents
This is the type of travel agency that people are most familiar with, specialising in selling holidays and flights, plus a wide range of ancillary services. Travel agencies retail their ‘products’ to the general public. Travel agencies do not buy in advance, but rather react to the wishes of their customers before contacting the holiday companies to make bookings. The number of travel agencies in the UK has been falling in recent years as more people use the internet and other direct services to make their travel arrangements.
This is the type of travel agency that people are most familiar with, specialising in selling holidays and flights, plus a wide range of ancillary services. Travel agencies retail their ‘products’ to the general public. Travel agencies do not buy in advance, but rather react to the wishes of their customers before contacting the holiday companies to make bookings. The number of travel agencies in the UK has been falling in recent years as more people use the internet and other direct services to make their travel arrangements.
Business Travel Agents
Business travel agents specialise in the business market. They aim to handle all the travel arrangements for large companies. Implants are travel agents located within another business. They set up office within a company so that they are on hand to deal with the travel requirements of the company's personnel. They have to meet the very particular needs of business travellers, who often have to travel at short notice and may use premium services on airlines and in hotels.
Business travel agents specialise in the business market. They aim to handle all the travel arrangements for large companies. Implants are travel agents located within another business. They set up office within a company so that they are on hand to deal with the travel requirements of the company's personnel. They have to meet the very particular needs of business travellers, who often have to travel at short notice and may use premium services on airlines and in hotels.
Call Centres
Increasingly customers prefer to book travel by telephone or the internet, rather than visiting a travel agent. Call centres are often centred in one location where rents, rates and labour is cheaper. Some call centres are operator or airline owned and sell on behalf of that company exclusively. Others are specialist call centres and handle calls and bookings for many companies. Call centres can also offer a better service to the public by offering more consistent levels of customer service.
Increasingly customers prefer to book travel by telephone or the internet, rather than visiting a travel agent. Call centres are often centred in one location where rents, rates and labour is cheaper. Some call centres are operator or airline owned and sell on behalf of that company exclusively. Others are specialist call centres and handle calls and bookings for many companies. Call centres can also offer a better service to the public by offering more consistent levels of customer service.
Online Travel Agents
Websites are the most up to date means of distributing travel and tourism products and services. Developments in new technology, particularly the internet, are giving customers a host of new ways to buy their holidays and travel products direct, rather than using an agent. Travel agencies are responding by reducing the number of high street premises and developing their own online operations, giving customers the opportunity to book online rather than visiting a travel agency. All the major travel agency chains – Thomas Cook, Going Places, Thomson and First Choice – now operate as online travel agents alongside their more traditional high street branches.
Websites are the most up to date means of distributing travel and tourism products and services. Developments in new technology, particularly the internet, are giving customers a host of new ways to buy their holidays and travel products direct, rather than using an agent. Travel agencies are responding by reducing the number of high street premises and developing their own online operations, giving customers the opportunity to book online rather than visiting a travel agency. All the major travel agency chains – Thomas Cook, Going Places, Thomson and First Choice – now operate as online travel agents alongside their more traditional high street branches.