Offline Is the New Online
A century ago in 'technologist years' (about seven or 10 for the rest of us), many prognosticators foretold the elimination of the live travel agent, who, in the course of all good things, would be replaced by robots, by sophisticated algorithms, and by something called The Information Superhighway.
Well, much like the vaunted Paperless Office and futuristic Hoverboard, this life-enriching, job-threatening technology still hasn't — and may never— happen.
Frankly, I couldn't be happier — I mean, about the live travel agent part. I'm clearly and justifiably bummed that Mattel never came through with the Hoverboard, though. (Isn't everyone?)
See, live travel agents deliver service that online travel agents (OTAs) have never been able to replicate much less replace, despite endless claims to the contrary. Of course, they'll offer platitudes like "there's no substitute for human interaction," or whatever. But the fact is, websites that feature travel bookings don't deliver on the most basic expectation of a travel buyer: offering the best options based on price, schedule, and preferred vendor.
As travel technology leaders have observed, when it comes to disappointing travelers, software is rarely the limiting factor. The technology powering Expedia, Orbitz, et al, is pretty advanced e-commerce stuff. However, what's driving them is a strategy that invests in sophisticated margin logic and multi-level algorithms to get you to see, click, and buy what they want you to.
But this is where the rubber meets the road, literally — when the next volcano explodes and your shoes stay glued to the ground, stuck in whatever far-flung limbo you happen to be, no computer is gonna proactively re-book you or find you a hotel so you can avoid curling up indefinitely on the terminal carpet hoping to find a way to get home. Except for the oddHAL 9000 in the movies, computers just don't give a fig.
That's where John or Joyce Travel Agent come in ... they are your travel professionals with twenty-some years of travel booking experience seated behind the desk at your Friendly Local Travel Agency, headset at the ready. They have been dealt this deck before and know how to play these cards. You can stop sweating. Heck, here are people — live bodies! — who can actually find on their map the particular hole where you are marooned, which cancelled flight was yours, and what are your best hotel and trip options now.
External Source - For the complete article click here.
Source - Fast Company
