Competition from suppliers top challenge for agents: TRAVELSAVERS Canada survey

Posted by Admin October 1, 2024 Travel

TORONTO — Travel agencies are feeling the heat from suppliers that accept direct bookings from consumers, says anew survey from TRAVELSAVERS Canada.

Conducted among TRAVELSAVERS Canada agency owners and managers from Aug. 12-26, 2024, the survey identified various pain points, the greatest besting competition from suppliers that take direct bookings (54%). Competition from online travel agencies (OTAs) ranked second (33%). Competition from other agencies and AI were not seen as major issues.

“Suppliers who prioritize direct bookings over the travel advisor network are missing the bigger picture,” said Jane Clementino, Senior Vice President and General Manager, Canada. “Those who support agencies understand that clients who book through advisors not only enjoy enhanced travel experiences but also tend to invest more in their journeys. Advisors offer invaluable services, tailor-made itineraries and the reassurance that comes from expert guidance. All that leads to higher satisfaction and loyalty.”

STAFFING WOES

With demand for travel advisor services rising, agencies are facing a shortage of qualified consultants. According to survey results, 43% of those surveyed identified recruiting and hiring advisors as a challenge.

This scarcity of advisors is creating other challenges for agencies, including concerns about handling client requests and bookings (11%), as well as mental health and exhaustion (9%).

As such, agencies are increasingly turning to independent contractors (ICs) to bolster sales, instead of hiring frontline staff. A total of 22% of respondents said they will add at least one IC this year, with 37% considering it and 41% saying they will not bring on any. Agencies looking to grow the number of ICs want to add three or four of them, with some saying they will take as many qualified consultants as they can find.

Forty-four percent of agencies surveyed plan to hire more staff advisors this year, with 26% considering it and 30% not planning to hire. The agencies that want to add staff advisors plan to hire 2-3 more.