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November 1, 2001 - reprinted with permission from Travel Weekly
Brave new world
By Ellen Keszler
Senior Vice President,
North America, of Sabre Travel Agency Solutions
Today, the industry faces two new significant challenges — remaining financially viable for the short- and long- term and getting people traveling again. While there are no magic bullets, there are common efforts that we see our customers taking. Many of these efforts are not new, but the need to communicate and support travelers is greater than ever:
Addressing concerns
One of the most obvious requirements post-Sept. 11 is to provide assurance to customers about their travel plans as well as information about airport security requirements and baggage check-in procedures.
Alternatives and discounts
As the industry struggles to recover, there are more discounts available than ever, which provides agents a great opportunity to reestablish contact with clients. Great deals are available on airline tickets as well as hotels, tours and cruises. Some travelers remain nervous about flying. Rail, car and cruises are possible alternatives. Many agencies that did not emphasize these forms of travel previously are quickly building their expertise and offering these options.
Building alliances
In rebuilding the public's confidence in travel, it is heartening to see the teamwork and professionalism demonstrated by the travel industry. Agencies are joining forces, industry organizations are promoting the value of agents and CRSs are providing financial relief to both airlines and agencies. It will take all of our joint efforts to get through this period, and agencies should continue to build alliances with others in the industry.
Technology
While the focus of many today is on survival, travel agencies need to make decisions that will position them for the future. For instance, large and small agencies realize that they must have some Web presence to survive long-term. The Web offers a way to communicate cheaply and efficiently with clients — from providing security information to basics such as flight alternatives. An agency can take advantage of several inexpensive options today to establish their online presence and reduce the agency's overall cost structure.
