| Journal: TWUK | Section: |
| Title: | Issue Date: 29/05/00 |
| Author: | Page Number: 20 |
| Copyright: Other |
Survey tells agents not to fear the Web
Advantage Travel Centres held its 2000 conference in Hammamet, Tunisia.Steve Jones reports
AGENTS have little to fear from the Internet and have years to adapt before it has an impact on the high street, a survey has revealed.The results of the study were revealed at the Advantage Travel Centres conference in Tunisia and the research showed agents will only lose single-item travel to the Internet, while more complex holidays will still be the domain of retailers.
The survey, by the Moffat Centre for Travel and Tourism at Glasgow Caledonian University, quizzed almost 1400 people and is one of the first to question the growth of Web sales.
Professor John Lennon told delegates that only 9.6% of those questioned had booked on the Web with less than 3% viewing it as the main source of booking.
“There has been an over-reaction to the Internet by US consultants,” he said.
The survey also revealed that access to the Internet was limited to 16% of the population, while there were high satisfaction levels with travel agents
Professor Lennon said the research proved people prefer human interaction and the benefit of agents’ experience.
“Personal service is still high on the consideration for many people,” said professor Lennon. But he warned the impending development of digital TV and interactive teletext could pose a threat.
Lennon: believes there has been an over-reaction to the Internet