Fast forward to 2017 and the travel agent is more popular than ever. Today, the travel agent has turned travel consultant, advisor or professional – a more enhanced role that seeks to meet traveller demands for personalisation, customisation and expert advice.
In the business travel space, travellers are looking for peace of mind, says Innocent Manaka, FCBT account manager. “People are away from their families. As a travel consultant, you give them the peace of mind that when they travel, they don’t need to worry about anything. Yes, they are away from their families, but a travel consultant will make sure everything runs smoothly.”
And that means that, for some companies, an over-reliance on the web doesn’t deliver that peace of mind and personalisation.
“Airbus Helicopters Southern Africa moved to an online platform a couple of years ago, but it didn’t work out so well,” says the company’s Customer Support Administrator Monica Bridges. “We wanted a more personal approach and were looking for an offline, interactive travel agent.”
Bridges explain the company needed a travel company that would adapt to the company’s specific travel needs, as well as help with the company’s financial visibility. “Our requirement is for an interactive platform that will help us make savings and achieve more visibility. You don’t get that online,” she says.
Penny P. MacDonald, Office Manager at Namakwa Diamonds, says as the travel needs of Namakwa Diamonds increased, the company also decided to look for a more personalised solution. “When I want to know where my bosses are, I phone my travel manager,” she laughs.
“Why would I go online? I have these amazing people who do everything for me.”
For MacDonald, it is important that her travel manager knows every person in the company. “My travel manager knows that if the CFO doesn’t want a middle seat, so he will make sure he doesn’t book that seat. It’s those personal touches that make my life and my job a lot easier,” she says.
Bridges agrees and says: “I phoned my travel manager once at 12am. I received the same friendly service as during the day. That is incredible for me.”
