Technology hasn’t just changed the way travellers research their holidays, but the way travel agents consult and work with clients.
Where once the travel agent was the one and only key between a client and their holiday, today there are a number of platforms they can use to not only research but book getaways.
This has forced the industry to adapt and according to Kaylene Shuttlewood, Travelport’s General Manager – Pacific, the evolution of technology and travel agents isn’t quite finished.
Kaylene shares her insights on travel and technology and how Travelport is moving into the industry into the future.
What are some of the biggest changes in technology you’ve seen in the industry over the last 25 years?
The travel industry’s response to the boom in portable technology, and how agents and travellers have become so attached to their smartphones.
Travelport’s platform can now be ported to mobile devices so that agents can use it on the go.
Also, our new point of sale for agents, Smartpoint, is a real game changer. It gives agents the opportunity to sell LCC’s and traditional content all on one screen, including ancillaries with a graphical view of the product, increasing productivity and improving efficiency.
Where do you see tech in the industry in the next five years?
As agents and travellers are increasingly time poor, they will rely on mobile technology more and more.
Consumer demand will continue to increase for unique and bespoke content, tailored to the individual traveller.
One change I hope we will see is automated arrival and departure cards, so travellers can spend less time filling out forms with the same information, and more time enjoying their holiday.
What solutions is Travelport currently working on?
We have an idea’s lab, where our Travelport gurus pre-empt and create the products that our customers will need in the years ahead – they’re always thinking of the next big thing.
As for what’s next? Well, you’ll have to watch this space.
At Travelport, we listen to our customers to ensure we deliver the product and technology solutions that work for them.
What are some of the biggest issues agents face when it comes to working with new technology?
Taking time out of the office to attend a training session to learn new technology can be a challenge to add into agents’ already busy schedules.
Also, having access to a flexible solution that meets individual needs of agents can be a challenge.
Travelport always puts itself in the agents’ shoes to understand what agents want and what works best for them.
For example, we understand that some Cryptic Galileo users are faster than Point & Click in Smartpoint and that’s why, in our latest version, agents can use both.
We value our users and how they choose to utilise the system that works best for them.
How can they overcome it? For example, a lot have trouble accepting or migrating to upgraded tech – what would you recommend?
As technology changes and upgrades, I encourage agents to embrace it by participating in as much training as possible.
Any agents who take the time out to familiarise themselves with the latest technology, will find it’s time well spent.
What issues do agents or companies face if they don’t keep up with new solutions?
Customers expect agents to provide the latest in technology and service.
Agency’s that avoid upgrading to the latest systems, run the risk of customers purchasing elsewhere or finding alternative options, that meet their specific needs.
