Internet threat to travel agents

By TravelMail

Last updated at 10:09 29 November 2005


Nearly a third of travel agencies will close in the next decade unless high street agents learn to embrace the internet, a travel industry expert has warned.

Up to 1,800 of the 6,000 travel agencies currently in operation could go out of business if they ignore the opportunities of online trade, Chris Mottershead, the former boss of high street travel giant Lunn Poly, has advised.

'If you're not on the internet now you really have to ask yourself what century you are in,' Mr Mottershead told delegates at the annual Association of British Travel Agents (ABTA) convention in Marrakech, Morocco.

'Thirty per cent of your business should be coming via the web. Customers rightly expect to be able to deal with you on the internet - whether to find you in the first place, whether to research your offers or whether to make a booking.'

Mr Mottershead, who is now chief executive of Travelzest, a travel group focused on specialist holiday services, added that the industry has been revolutionised by the internet, and that high street travel agents now have to offer something extra.

'You don't have to become a specialist, but be something that makes you special,' he added. 'Make it golf, culinary trips, a particular country, an activity, and age group or special interest. Customers won't be able to find you otherwise.

'Customers expect you to do something for them - so organise their holiday for them. To do that effectively now you will have to take on the job of being the tour operator.'

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