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Over the last 20 years, high-speed internet access and advances in computer technology have contributed to a proliferation of travel industry supplier proprietary booking tools, forcing travel agents to piece together client quotes and itineraries across multiple platforms.   But, the momentum may be tipping back to fewer tools, as industry consolidation and technology investments allow suppliers to explore lowering their costs while also reducing agent...

If you own a travel agency that grosses more than $3 million in sales annually, and you’ve got a solid market share, a diverse business mix, and talented employees, buyers may come knocking on your door. But what if yours is a smaller agency? How can you attract potential buyers?   Just as a homeowner takes pains to stage their house to boost its value before putting it on the market to sell, agency owners can increase the attractiveness of their agency by preparing their...

The customer journey and the associated touchpoints are established parts of the travel industry vernacular. But change is always on the horizon, presenting a challenge to those businesses who are unprepared. Part of preparing for the future is to remember the past. When it comes to touchpoints, one of the most relevant texts was written some thirty years ago by Jan Carlzon, CEO of SAS Airlines at the time. Despite being formulated in a pre-digital age, his “Moments of Truth”...