“We firmly believe there will always be a role for travel agents”
TravelDailyNews: For Abacus, what have been the solutions requests from Asian travel agents who are confronted everyday by the rise of the Internet?
Martin Symes: This rise of the internet is no longer a new trend and many agents have already either implemented, or are implementing both online and mobile strategies to support their traditional business.
Abacus has developed a powerful suite of online solutions to respond to travel agents’ needs. The Abacus WebStart “online entry level” product allows agents to establish a self-branded website with a booking engine in less than a week with no requirement for development resources. The website is also optimized for all mobile devices giving a multi-platform, high quality user experience. The product saw a 60% increase in uptake in 2012 compared to 2011.
For agents establishing a more sophisticated online presence, our Abacus WebConnect product provides a comprehensive OTA 2.0 compliant web services suite providing full access to our market leading fare content and flexible fare options.
Corporate focused agencies obviously want tools that incorporate policy, approval, expense management and reporting tools and for these we offer both the global GetThere product and locally developed Abacus TripPlan.
Finally, Abacus Mobile is an industry exclusive tool allowing enabled agents to access the Abacus GDS across multiple mobile devices allowing them to service customers even when they are not in the office. This product has seen massive uptake since launch in 2010. We also have Abacus VirtuallyThere, an online and mobile itinerary management tool, which recorded 13.4 million visits last year with average 5 minutes duration per visit. Abacus VirtuallyThere, which is part of the Abacus Mobility Suite, enables travel agents to offer better pre-travel experience for their customers.
TDN: Does Abacus think that GDS might one day be fully replaced by travel booking solutions online? Does Abacus believe that travel agencies will survive in the long term? If yes, in which form and with which activity?
M.S.: Distribution of travel content is a complex business. GDSs, perhaps the original e-commerce businesses, through immense investment in technology and people, have enabled travel suppliers to seamlessly and efficiently distribute content and operate and grow their businesses. GDSs will continue to be around and will evolve to accommodate the changing travel landscape.
Abacus has invested over US$175 million in innovative technology that currently supports and services travel suppliers and travel agencies alike. We are constantly exploring new technologies to increase the efficiency of both airlines and travel agencies.
We firmly believe there will always be a role for travel agents who are able to aggregate content from multiple suppliers and offer the widest range of choices and products to consumers. Many travel agents are actively adapting to the new environment and also adopting tools to improve productivity as labour costs creep up worldwide. GDSs play a crucial role in providing such tools.
TDN: Do you feel that GDS are losing market share with travel agents due to the internet/e booking applications?
M.S.: The travel industry has always seen distribution through multiple channels and clearly this will continue. Supplier direct online bookings are increasing in Asia but remain well behind the levels seen in other parts of the world.
The Asian travel market remains complex and fragmented and the Asian consumer clearly likes to shop around to ensure that he or she is getting the best price. This supports the continued role of travel agents who can aggregate and sell the whole range of available products through a single point of sale.
Abacus is continuing to experience healthy growth, with year-to-date bookings up 5.4% over 2012; a strong validation of our value creation for the travel industry.
TDN: Is there any study conducted by Abacus on e-booking phenomenon and its progression? If yes what are some of the results available?
M.S.:We will be conducting some detailed research on the online travel segment later this year and will make the information and results known once this is complete.
Luc Citrinot a French national is a freelance journalist and consultant in tourism and air transport with over 20 years experience. Based in Paris and Bangkok, he works for various travel and air transport trade publications in Europe and Asia.
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