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future of travel agency

What’s the State of Travel Agencies and Advisors in 2024?

Cover of TMR's Distribution Outlook 2024

The most important TMR Outlook of the year is now live, just in time for the kick-off to 2024.

The team at TMR today is excited to release the 2024 Distribution Outlook, an inside look at what’s happening inside the travel trade. The survey, which was answered by close to 900 advisors in North America, was undertaken in December 2023 with questions, and answers, geared toward operations in 2024.

The questions were focused on how agencies and advisors found success when it came to what they sold, what they made commission on, their affiliations with hosts and consortia (including fees paid), communicating with clients, and more. Generally, how advisors ran their business, and what was the motivation behind the decisions they made.

The full survey is available on the TMR website , but some of the bigger findings included:

  • Close to half (49%) of all advisors are affiliated with a host agency and just 7% have no affiliation with hosts or consortium. A majority of advisors chose their host based on referrals from colleagues or friends, and a majority paid somewhere between $100 and $500 in annual fees to the host agency, with 14% paying more than $1,000.
  • Half (50%) of all advisors charge a fee and another 14% plan to. A lot of that growth has come in just the last two years—22% of all advisors charging fees told TMR they adopted the practice something during 2022 or 2023.
  • Customer support and call center operations are driving advisors’ selection of suppliers. A higher percentage of advisors (75%) said that customer support or call center operations are the factor in determining a selection of supplier than whether or not it suits a client’s needs (71%), or whether or not it’s part of their consortium or host agency network (51%).

Advisors can access the full results here . Past surveys, including the latest survey on river cruising and last summer’s report on European travel , can all be accessed on TMR’s Training homepage .

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MasterAdvisor 86: How Having a Positive Mindset Impacts Business

Having a positive mindset is a choice you have to make. 

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In the world of social media and AI, there's a plethora of digital tools at your disposal. The catch? Figuring out which ones actually make your day smoother, help you close deals faster, and which ones just bring on headaches and time drains.

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The Future of the Travel Agency Industry

Locomote team

Will Travel Agents Exist in the Future?

Airbnb, Skyscanner, Uber. Three little words that have driven major disruption in the travel industry in recent years.

Travel agents have seen some of the most profound changes in modern business as new platforms have changed how travellers book domestic and international travel.

However, they didn’t emerge overnight or in isolation, reflecting a wider trend towards empowered consumers getting what they want, when they want it.

Yet demand for the travel agency model persists. And travel agencies who see digitalisation of their industry as an opportunity and empower themselves with the best ‘tools of the trade’ — and communicate their expertise and experience to those considering the D.I.Y. approach — continue to flourish.

The 'Do-It-Yourself' Travellers

Travellers are increasingly booking and organising their own flights, accommodation and transport. They can find and book Airbnb without leaving the couch, and online tools like Skyscanner allow them to search for deals, gauge layovers, and book complicated itineraries.

For travel agents, the likes of Airbnb represent consumers taking control of what was previously ‘left to the experts’. So why would today’s traveller enlist the services of a travel agent when they can find and book an affordable, well-located room?

Most would-be ‘do-it-yourselfers’ understand that organising any trip can be a major headache. These same empowered consumers recognise that perhaps their flight deals aren’t the best, their Airbnb hosts aren’t the most accommodating, and their preferred itineraries not the easiest to navigate.

And when business travellers become stranded in an overseas airport with a cancelled flight, a hotel room in a building that doesn’t seem to exist or an unexpected layover of 35 hours, they wish they had made different choices.

Are Travel Agents Worth It?

So what, then, is a travel agent’s selling point? Is it simply removing the inevitable human error associated with do-it-yourself bookings?

Travel agencies have always leveraged personal service as a selling point for their business, and personalised service still remains a drawcard for travel agents competing with online booking.

Travel agents collaborate with travellers to satisfy individual preferences and can leverage personal relationships with suppliers, like hotels and airlines, to deliver a better travel experience.

“If [travellers] book themselves, they’re just a credit card number. I make a point of knowing the general manager of the hotel where they might be staying,” says Anne Scully of McCabe World Travel. “I usually call the GM the night before one of my clients arrives and see if they might be upgraded. If they book with a good agent, they’re known on arrival.”

Technology in the Travel Industry

While technology has empowered consumers, travel agents today know that to compete with the digitalisation of consumer travel, the technology they employ also needs to evolve .

It’s no secret how complex business travel can be, especially when navigating unexpected changes to itineraries and strict corporate travel policies.

For corporate travellers, choosing not to enlist the help of an agent or a travel manager really isn’t a choice at all.

While consumers may have been empowered to achieve some of what agents can, they won’t be able to do so as quickly, as economically and accurately — and they’ll miss out on the benefits of those personal relationships with suppliers.

Streamlined travel management platforms allow agents to remove the guesswork of free online booking tools, and travel agents with access to a powerful management tool can offer a service that simply can’t be matched by the do-it-yourself approach.

Book a Demo with Locomote Today

Travel management software can empower your travel agency. Locomote is an end-to-end corporate travel system with a range of workflows and features that navigate the entire travel process in one powerful platform.

Locomote provides better travel experiences, more travel choice and improved travel intelligence.

To see how, book a personalised 15-minute online demonstration of Locomote’s corporate travel platform today.

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The Future of Travel: How Technology is Reinventing the Role of Travel Agents

The Future of Travel: How Technology is Reinventing the Role of Travel Agents

Introduction

The travel industry is evolving at an unprecedented pace, and travel agents are at the forefront of this shift. With the emergence of new technologies such as mobile booking apps and social media platforms, travel agents are being forced to reconsider their role in the industry. It’s not enough to just have a travel agents email list – they need to be able to leverage emerging technologies to stay competitive. In this blog post, we’ll discuss how technology is changing the role of travel agents and the implications for the future of the travel industry.

The Evolution of Travel Agents

The role of travel agents has evolved over the years, from simply booking flights and hotels to offering personalized travel experiences. With the advent of technology, travel agents now have access to a vast array of tools to help them better serve their clients, including data analytics and AI-powered virtual assistants. While some may believe that online travel agencies have rendered travel agents obsolete, the truth is that agents who embrace technology are thriving and providing unparalleled service to their clients.

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The Rise of Online Travel Agencies (OTAs)

In recent years, the travel industry has witnessed a significant shift towards online booking platforms known as Online Travel Agencies (OTAs). These platforms have revolutionized the way people plan and book their travel experiences. With the convenience and ease they offer, it’s no wonder that OTAs have gained popularity among travelers.

OTAs provide a one-stop shop for all travel-related needs. From flights and accommodations to car rentals and activities, these platforms allow travelers to compare prices and make reservations with just a few clicks. With their user-friendly interfaces and advanced search capabilities, OTAs have made the process of planning a trip more accessible to a wide range of travelers.

One of the key advantages of OTAs is the ability to access a vast array of options and discounts. With partnerships with numerous airlines, hotels, and other service providers, OTAs can offer competitive prices and exclusive deals to their customers. Additionally, OTAs often provide user reviews and ratings, allowing travelers to make informed decisions about their bookings.

While OTAs have certainly made travel planning more convenient, they have also posed challenges to traditional travel agents. With the rise of online booking platforms, the role of travel agents has shifted from mere transactional facilitators to advisors and consultants. Many travel agents have embraced technology and transitioned to become online travel agents themselves, leveraging the power of OTAs to offer personalized recommendations and seamless booking experiences.

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Artificial Intelligence and Virtual Assistants in Travel

Artificial Intelligence (AI) and virtual assistants have revolutionized the way we plan and experience travel. Gone are the days when travelers relied solely on human travel agents for guidance and assistance. Today, AI-powered virtual assistants are taking over the role, providing instant and personalized support to travelers.

Virtual assistants, such as chatbots, are becoming increasingly popular in the travel industry. These intelligent computer programs are designed to understand and respond to human inquiries, providing quick and accurate information about flights, hotels, attractions, and more. They can help with booking reservations, answering questions, and even providing recommendations based on individual preferences.

One of the main advantages of using AI in travel is its ability to analyze vast amounts of data to offer tailored recommendations. AI algorithms can learn from user behavior, preferences, and past bookings to provide personalized travel suggestions. This level of personalization not only enhances the travel experience but also saves time and effort for travelers.

Moreover, AI can assist in predicting travel trends and patterns, helping travel agents and companies optimize their services. With AI-powered analytics, companies can analyze customer feedback, reviews, and social media data to identify areas for improvement and deliver a more satisfying travel experience.

The Importance of Personalization and Data Analytics in Travel Planning

Gone are the days when travel agents could simply recommend a few popular destinations and call it a day. Today’s travelers expect a more personalized experience, and technology is enabling agents to deliver just that.

Data analytics has become a key tool in understanding travelers’ preferences and behavior. By analyzing data from social media, past travel purchases, and other sources, agents can create tailored recommendations that meet each traveler’s unique needs. For example, an agent might suggest a city break in Europe for a history buff or a beach vacation in the Caribbean for a sun-seeker.

But it’s not just about personalization – data analytics can also help agents optimize their offerings and improve their customer service. By analyzing patterns in booking behavior, for instance, agents can identify areas where they can offer additional services or amenities to enhance the traveler’s experience.

Ultimately, personalization and data analytics are helping travel agents stay competitive in a crowded marketplace. By leveraging technology to deliver more tailored recommendations and superior service, agents can differentiate themselves and earn the loyalty of their clients.

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Blockchain Technology in the Travel Industry

Blockchain technology, a decentralized digital ledger that records transactions securely and transparently, is rapidly gaining traction in the travel industry. This technology offers significant advantages, including lower costs, increased security, and streamlined processes for transactions between travel companies and customers.

One application of blockchain technology is in creating a shared platform for travel data, enabling different travel industry players, such as airlines, hotels, and travel agencies, to exchange and share information efficiently. This has the potential to simplify travel planning and enhance customer experiences, while minimizing intermediaries and fees.

Moreover, blockchain technology can enhance transparency in travel bookings by reducing fraud and enhancing accountability. With blockchain technology, customers can be sure of the authenticity of their travel bookings, and the various players in the travel industry can minimize cases of double bookings and reduce the risk of fraud.

While blockchain technology is still in the early stages of adoption in the travel industry, its potential to transform the sector cannot be underestimated. By leveraging blockchain technology, the travel industry can streamline operations, enhance customer experiences, and minimize costs, among other benefits.

The Emergence of Sharing Economy Platforms

One of the most significant developments in the travel industry in recent years is the emergence of sharing economy platforms. These platforms, such as Airbnb and Uber, have revolutionized the way people book accommodations and transportation while traveling.

Sharing economy platforms provide individuals with the opportunity to rent out their homes, apartments, or spare rooms to travelers, providing them with a more authentic and affordable experience. This has opened up a whole new world of accommodation options for travelers, allowing them to stay in unique and local properties that are not available through traditional hotel bookings.

Similarly, sharing economy platforms have disrupted the transportation industry by connecting individuals who are willing to share their vehicles with those in need of transportation. Services like Uber and Lyft have made it easier and more convenient for travelers to get around, eliminating the need for traditional taxis or car rentals.

These sharing economy platforms have not only provided travelers with more choices and flexibility but have also empowered individuals to monetize their underutilized assets, such as spare rooms or empty car seats. This has created economic opportunities and allowed people to make extra income while helping fellow travelers.

Overall, the emergence of sharing economy platforms has reshaped the travel industry by providing more affordable and unique options for accommodation and transportation. As these platforms continue to evolve and expand, they are likely to further transform the way people travel and experience new destinations.

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Augmented Reality (AR) and Virtual Reality (VR) in Travel Experiences

Augmented Reality (AR) and Virtual Reality (VR) have revolutionized the way we experience and perceive the world around us. In the travel industry, these technologies are enhancing the way we plan and embark on our adventures.

With AR, travelers can now use their smartphones or wearable devices to overlay digital information on top of the physical world. This means that when visiting a new city, for example, travelers can use AR apps to discover nearby attractions, learn historical facts about landmarks, and even receive real-time translations of foreign signs. AR also offers immersive experiences, such as virtual guided tours of museums or historical sites, allowing travelers to explore and interact with the environment in a whole new way.

On the other hand, VR transports travelers to entirely new worlds. From the comfort of their own homes, people can take virtual tours of destinations they may never have the opportunity to visit physically. VR also allows for realistic and immersive experiences, such as diving with sharks, hiking through remote landscapes, or even experiencing the adrenaline rush of extreme sports.

Both AR and VR have the potential to transform the way travelers research, plan, and experience their trips. They offer a glimpse into destinations before travelers even arrive, providing a more immersive and informed journey. As these technologies continue to advance, we can expect even more exciting and interactive travel experiences in the future.

The Future of Travel Agents: Embracing Technology for Enhanced Customer Service

As the travel industry continues to evolve with advancements in technology, travel agents must also adapt to meet the needs of their customers. In the past, travel agents were seen as the go-to experts for all travel arrangements. However, with the rise of online travel agencies and other self-service options, the role of travel agents has changed.

The key to the future success of travel agents lies in embracing technology and using it to enhance the customer experience. With the help of artificial intelligence and data analytics, travel agents can provide personalized recommendations to their clients based on their preferences and past travel history. Blockchain technology can also be utilized to ensure secure and seamless transactions.

Additionally, travel agents can use augmented and virtual reality to provide customers with immersive travel experiences. With these technologies, customers can explore their potential destinations before making a decision, enhancing their overall satisfaction with the booking process.

In short, the future of travel agents is one where technology and personalization go hand in hand. By leveraging technology to provide personalized recommendations, secure transactions, and immersive experiences, travel agents can ensure their relevance in the ever-evolving travel industry.

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Tech-Charged Travel Agents Fuel Travel Recovery

Data analytics, cloud computing power a new generation of travel agents rebuilding travel and tourism after the COVID-19 pandemic.

By Jacob Gedetsis

By Jacob Gedetsis August 24, 2021

While they were stuck in quarantine and isolation, would-be travelers everywhere fantasized about the day when COVID-era travel restrictions would eventually be lifted.

Although the pandemic rages on, that time for many people has finally come. After all, closed borders are opening and vaccines are now a grateful reality. And yet, even the most “wanderlustful” travelers remain mired in uncertainty thanks to persisting confusion about COVID-19 protocols and bookings. They desperately want passport stamps – and peace of mind. Perhaps that’s why The Washington Post recently predicted that 2021 would be “the year of the travel agent.”

The COVID-19 pandemic ravaged the travel industry. After over a year of staying at home, however, the traveling public is anxious to get on the road again. The same travel industry that has been devastated by the coronavirus is now on the verge of a major comeback in the wake of it.

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Travel agencies have seen a bump in business as a result. Take travel agency network Viruoso , which says it has seen a 50% increase in the number of people seeking out travel advisers since January 2021.

“Advisers have always acted as advocates for their clients, and it was no more apparent than now,” Misty Belles, managing director of global public relations for Virtuoso, told The Washington Post .

But modern travel agencies aren’t like the ones you might remember from before the internet: fluorescent lights, drop ceilings, sun-faded brochures. Since then, they’ve undergone a major tech revolution. Newly powered by data analytics and cloud computing, they’re anxious to shed their old, stale reputation. As a result, the future of travel agents might be brighter than it’s ever been.

Embracing Uncertainty and Data

Lillian Rafson, founder and CEO of Pack Up + Go , is used to dealing with uncertainty. She built her company – an online travel agency that plans surprise trips for travelers to destinations across the United States – on the idea that travelers are, too.

“Our travelers come for the excitement of a surprise destination, but stay for the service because we are the ones dealing with all the stresses of travel,” Rafson says.

Travelers fill out a quick survey about their budget and the type of vacations that interest them. Pack Up + Go takes care of the rest. Travelers don’t even know where they’re going until the morning of their flight. Founded in 2015, when she was just 23, the bootstrap startup was “extremely low-tech,” according to Rafson, who says she knew the business had to scale its tech when she began accruing repeat customers and referrals.

“We’d been using a series of spreadsheets to manage all of our past travelers, and there was one day when it just became too much,” Rafson said. “We never wanted to send a traveler or their friend to the same destination twice. We needed to scale to ensure the best customer experience.”

future of travel agency

Just before the pandemic, Pack Up + Go hired Pittsburgh-based software company Truefit to help it harness its data .

“We are really lucky that we have five and a half years of data [about] what our travelers loved about their trips based on their interests, their ages, things like that,” explained Rafson, whose team still plans travelers’ trips, but now relies on insights from customer data and technology to automate routine tasks like weather reporting.

“Now we can streamline our decision-making process, and we can take this data and use it to build partnerships with hotels and activity providers based on all that feedback,” Rafson said. “It’s a balance. We still want everything to feel like it has a human touch, but now we have the data to help back it up.”

Head in the Clouds

The travel industry has a trust problem.

So suggests a recent study of more than 10,000 travelers across the globe, only 46% of whom say they trust the travel industry.

Travelport, which conducted the study, says the sentiment reflects a gap between what consumers get when they’re making other types of purchases – personalization, relevance, convenience and price transparency – and what they get when they’re purchasing travel.

“Our industry has been slow to adapt,” Jen Catto, Travelport’s chief marketing officer, told PhocusWire in a June 2021 interview .

Will Cloud Computing Drive Public Transportation to Eco-Smart Future?

future of travel agency

According to Catto, Travelport is working to regain travelers' trust by embracing technology and investing in a public cloud solution . The firm’s digital platform, Travelport+ , connects travel agencies with deals and data from travel service providers—e.g., airlines, hoteliers, car rental firms—to ensure a safe and stress-free trip, with fewer delays and cancellations.

In 2020, the company migrated to a public cloud to grow its portfolio of serverless solutions, which allows it to process streaming data four times more cost-efficiently than it had been able to do with its previous on-premise infrastructure. 

Like Travelport, IT teams across the travel industry are investing in cloud-based solutions to improve customer service and ensure smooth transitions back to travel for road warriors who were sidelined during the pandemic. 

“One of our main goals is to improve the customer experience. We want to get to know our customer better – what their wants and needs are, and how we can make them happy,” Diego Parra, director of the Houston Airport System’s IT program management office, said in an April 2021 interview with GovTech . 

“We’re constantly exploring how we can leverage technology to ensure they’re successful in traveling through the airport. As an industry, we want to make people feel safe and let them know they can travel again.”

In 2019, the Houston Airport System, which comprises Houston’s George Bush Intercontinental Airport, William P. Hobby Airport and Ellington Airport, welcomed more than 60 million passengers. But it lacked real-time data with which to understand aircraft taxi times, arrival and departure rates plus flight delays. During the pandemic, the company invested in a public cloud solution that has helped it streamline operations, make faster decisions and create a touchless passenger experience.

Prepare for Takeoff

Powered by data and the cloud , the travel industry is ready to make a comeback. From data analytics to ensure a safe trip to touchless ticketing at the airport, it’s investing in solutions to earn trust and entice weary travelers to set their sights once again on new adventures. At the center of it all: modern-day travel advisors, whose presumed extinction has given way to a new era of importance, appreciation and esteem.

future of travel agency

Jacob Gedetsis is a contributing writer. His work has appeared in The Kansas City Star, The Post Standard and The Plain Dealer, among others. Find him on Twitter at @JacobGedetsis .

© 2021 Nutanix, Inc. All rights reserved. For additional legal information, please go here.

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"People want to travel": 4 sector leaders say that tourism will change and grow

The global travel and tourism industry's post-pandemic recovery is gaining pace as the world’s pent-up desire for travel rekindles.

The global travel and tourism industry's post-pandemic recovery is gaining pace as the world’s pent-up desire for travel rekindles. Image:  Unsplash/Anete Lūsiņa

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Shinya katanozaka, gilda perez-alvarado, stephen kaufer.

Listen to the article

  • In 2020 alone, the travel and tourism industry lost $4.5 trillion in GDP and 62 million jobs - the road to recovery remains long.
  • The World Economic Forum’s latest Travel & Tourism Development Index gives expert insights on how the sector will recover and grow.
  • We asked four business leaders in the sector to reflect on the state of its recovery, lessons learned from the pandemic, and the conditions that are critical for the future success of travel and tourism businesses and destinations.

The global travel and tourism sector’s post-pandemic recovery is gaining pace as the world’s pent-up desire for travel rekindles. The difference in international tourist arrivals in January 2021 and a similar period in January 2022 was as much as the growth in all of 2021. However, with $4.5 trillion in GDP and 62 million jobs lost in 2020 alone, the road to recovery remains long.

A few factors will greatly determine how the sector performs. These include travel restrictions, vaccination rates and health security, changing market dynamics and consumer preferences, and the ability of businesses and destinations to adapt. At the same time, the sector will need to prepare for future shocks.

The TTDI benchmarks and measures “the set of factors and policies that enable the sustainable and resilient development of the T&T sector, which in turn contributes to the development of a country”. The TTDI is a direct evolution of the long-running Travel and Tourism Competitiveness Index (TTCI), with the change reflecting the index’s increased coverage of T&T development concepts, including sustainability and resilience impact on T&T growth and is designed to highlight the sector’s role in broader economic and social development as well as the need for T&T stakeholder collaboration to mitigate the impact of the pandemic, bolster the recovery and deal with future challenges and risks. Some of the most notable framework and methodology differences between the TTCI and TTDI include the additions of new pillars, including Non-Leisure Resources, Socioeconomic Resilience and Conditions, and T&T Demand Pressure and Impact. Please see the Technical notes and methodology. section to learn more about the index and the differences between the TTCI and TTDI.

The World Economic Forum's latest Travel & Tourism Development Index highlights many of these aspects, including the opportunity and need to rebuild the travel and tourism sector for the better by making it more inclusive, sustainable, and resilient. This will unleash its potential to drive future economic and social progress.

Within this context, we asked four business leaders in the sector to reflect on the state of its recovery, lessons learned from the pandemic, and the conditions that are critical for the future success of travel and tourism businesses and destinations.

future of travel agency

Have you read?

Are you a 'bleisure' traveller, what is a ‘vaccine passport’ and will you need one the next time you travel, a travel boom is looming. but is the industry ready, how to follow davos 2022, “the way we live and work has changed because of the pandemic and the way we travel has changed as well”.

Tony Capuano, CEO, Marriott International

Despite the challenges created by the COVID-19 pandemic, the future looks bright for travel and tourism. Across the globe, people are already getting back on the road. Demand for travel is incredibly resilient and as vaccination rates have risen and restrictions eased, travel has rebounded quickly, often led by leisure.

The way many of us live and work has changed because of the pandemic and the way we travel has changed as well. New categories of travel have emerged. The rise of “bleisure” travel is one example – combining elements of business and leisure travel into a single trip. Newly flexible work arrangements, including the opportunity for many knowledge workers to work remotely, have created opportunities for extended travel, not limited by a Monday to Friday “9 to 5” workweek in the office.

To capitalize on this renewed and growing demand for new travel experiences, industry must join governments and policymakers to ensure that the right conditions are in place to welcome travellers as they prepare to get back on the road again, particularly those who cross international borders. Thus far, much of the recovery has been led by domestic and leisure travel. The incremental recovery of business and international travel, however, will be significant for the broader industry and the millions who make their livelihoods through travel and tourism.

Looking ahead to future challenges to the sector, be they public health conditions, international crises, or climate impacts, global coordination will be the essential component in tackling difficult circumstances head-on. International agreement on common – or at least compatible – standards and decision-making frameworks around global travel is key. Leveraging existing organizations and processes to achieve consensus as challenges emerge will help reduce risk and improve collaboration while keeping borders open.

“The travel and tourism sector will not be able to survive unless it adapts to the virtual market and sustainability conscience travellers”

Shinya Katanozaka, Representative Director, Chairman, ANA Holdings Inc.

At a time when people’s movements are still being restricted by the pandemic, there is a strong, renewed sense that people want to travel and that they want to go places for business and leisure.

In that respect, the biggest change has been in the very concept of “travel.”

A prime example is the rapid expansion of the market for “virtual travel.” This trend has been accelerated not only by advances in digital technologies, but also by the protracted pandemic. The travel and tourism sector will not be able to survive unless it adapts to this new market.

However, this is not as simple as a shift from “real” to “virtual.” Virtual experiences will flow back into a rediscovery of the value of real experiences. And beyond that, to a hunger for real experiences with clearer and more diverse purposes. The hope is that this meeting of virtual and actual will bring balance and synergy the industry.

The pandemic has also seen the emergence of the “sustainability-conscious” traveller, which means that the aviation industry and others are now facing the challenge of adding decarbonization to their value proposition. This trend will force a re-examination of what travel itself should look like and how sustainable practices can be incorporated and communicated. Addressing this challenge will also require stronger collaboration across the entire industry. We believe that this will play an important role in the industry’s revitalization as it recovers from the pandemic.

How is the World Economic Forum promoting sustainable and inclusive mobility systems?

The World Economic Forum’s Platform for Shaping the Future of Mobility works across four industries: aerospace and drones; automotive and new mobility; aviation travel and tourism; and supply chain and transport. It aims to ensure that the future of mobility is safe, clean, and inclusive.

  • Through the Clean Skies for Tomorrow Coalition , more than 100 companies are working together to power global aviation with 10% sustainable aviation fuel by 2030.
  • In collaboration with UNICEF, the Forum developed a charter with leading shipping, airlines and logistics to support COVAX in delivering more than 1 billion COVID-19 vaccines to vulnerable communities worldwide.
  • The Road Freight Zero Project and P4G-Getting to Zero Coalition have led to outcomes demonstrating the rationale, costs and opportunities for accelerating the transition to zero emission freight.
  • The Medicine from the Sky initiative is using drones to deliver vaccines and medicine to remote areas in India, completing over 300 successful trials.
  • The Forum’s Target True Zero initiative is working to accelerate the deployment and scaling of zero emission aviation, leveraging electric and hydrogen flight technologies.
  • In collaboration with the City of Los Angeles, Federal Aviation Administration, and NASA, the Forum developed the Principles of the Urban Sky to help adopt Urban Air Mobility in cities worldwide.
  • The Forum led the development of the Space Sustainability Rating to incentivize and promote a more safe and sustainable approach to space mission management and debris mitigation in orbit.
  • The Circular Cars Initiative is informing the automotive circularity policy agenda, following the endorsement from European Commission and Zero Emission Vehicle Transition Council countries, and is now invited to support China’s policy roadmap.
  • The Moving India network is working with policymakers to advance electric vehicle manufacturing policies, ignite adoption of zero emission road freight vehicles, and finance the transition.
  • The Urban Mobility Scorecards initiative – led by the Forum’s Global New Mobility Coalition – is bringing together mobility operators and cities to benchmark the transition to sustainable urban mobility systems.

Contact us for more information on how to get involved.

“The tourism industry must advocate for better protection of small businesses”

Gilda Perez-Alvarado, Global CEO, JLL Hotels & Hospitality

In the next few years, I think sustainability practices will become more prevalent as travellers become both more aware and interested in what countries, destinations and regions are doing in the sustainability space. Both core environmental pieces, such as water and air, and a general approach to sustainability are going to be important.

Additionally, I think conservation becomes more important in terms of how destinations and countries explain what they are doing, as the importance of climate change and natural resources are going to be critical and become top of mind for travellers.

The second part to this is we may see more interest in outdoor events going forward because it creates that sort of natural social distancing, if you will, or that natural safety piece. Doing outdoor activities such as outdoor dining, hiking and festivals may be a more appealing alternative to overcrowded events and spaces.

A lot of lessons were learned over the last few years, but one of the biggest ones was the importance of small business. As an industry, we must protect small business better. We need to have programmes outlined that successfully help small businesses get through challenging times.

Unfortunately, during the pandemic, many small businesses shut down and may never return. Small businesses are important to the travel and tourism sector because they bring uniqueness to destinations. People don’t travel to visit the same places they could visit at home; they prefer unique experiences that are only offered by specific businesses. If you were to remove all the small businesses from a destination, it would be a very different experience.

“Data shows that the majority of travellers want to explore destinations in a more immersive and experiential way”

Steve Kaufer, Co-Founder & CEO, Tripadvisor

We’re on the verge of a travel renaissance. The pandemic might have interrupted the global travel experience, but people are slowly coming out of the bubble. Businesses need to acknowledge the continued desire to feel safe when travelling. A Tripadvisor survey revealed that three-quarters (76%) of travellers will still make destination choices based on low COVID-19 infection rates.

As such, efforts to showcase how businesses care for travellers - be it by deep cleaning their properties or making items like hand sanitizer readily available - need to be ingrained within tourism operations moving forward.

But travel will also evolve in other ways, and as an industry, we need to be prepared to think digitally, and reimagine our use of physical space.

Hotels will become dynamic meeting places for teams to bond in our new hybrid work style. Lodgings near major corporate headquarters will benefit from an influx of bookings from employees convening for longer periods. They will also make way for the “bleisure” traveller who mixes business trips with leisure. Hotels in unique locales will become feasible workspaces. Employers should prepare for their workers to tag on a few extra days to get some rest and relaxation after on-location company gatherings.

Beyond the pandemic, travellers will also want to explore the world differently, see new places and do new things. Our data reveals that the majority want to explore destinations in a more immersive and experiential way, and to feel more connected to the history and culture. While seeing the top of the Empire State building has been a typical excursion for tourists in New York city, visitors will become more drawn to intimate activities like taking a cooking class in Brooklyn with a family of pizza makers who go back generations. This will undoubtedly be a significant area of growth in the travel and tourism industry.

Governments would be smart to plan as well, and to consider an international playbook that helps prepare us for the next public health crisis, inclusive of universal vaccine passports and policies that get us through borders faster.

Understanding these key trends - the ongoing need to feel safe and the growing desire to travel differently - and planning for the next crisis will be essential for governments, destinations, and tourism businesses to succeed in the efforts to keep the world travelling.

  • Skift Research
  • Airline Weekly
  • Skift Meetings
  • Daily Lodging Report

The Travel Agent of the Future

Related reports, executive summary.

Since as early as the mid-19th century, travel agents have served both as travel advisors and booking middlemen, doing everything from helping clients plan itineraries to booking accommodations, flights, and ground transportation. Rather suddenly, the rise of online travel agencies (OTAs) and DIY travel left many wondering whether the traditional travel agent was a dying breed. Indeed, the landscape looks very different just twenty years after Travelocity first sidestepped the intermediaries by connecting traveler directly to airline. Mobile bookings and search have empowered consumers beyond anything we may have imagined. And, after an initial and dramatic halving of the workforce of those employed in the travel agent industry, it seems like the decline in travel agent numbers has leveled off somewhat. Why this is, and to what end will the human element ultimately play in the planning and booking of intermediated travel is the core question that this report looks to answer.

We will examine the role of traditional travel agents today and in the years to come, taking into account market trends, emerging research, and the opinions of leading industry experts. We will also hone in on generational preferences for using the services of travel agents vs. DIY travel planning as well as consumer motivations for doing so. We then look at the evolving state of brick-and-mortar travel agencies and consider what role they might play in the future. Finally, we take a look at how new messaging apps that connect travelers with human travel agents have already begun to make a mark on the industry and what this might mean for travel agents and travel service providers in years to come.

Introduction: The Evolution of the Travel Agent in the 21st Century

In 1990, there were about 132,000 travel agents employed across the United States, around 90% of whom worked for travel agencies. By 2014, that number had nearly halved, to around 74,100. The Bureau of Labor Statistics (BLS) predicts that travel agent employment will decline by another 12% from 2014 to 2024, attributing the drop to the increased ease and popularity of online booking, notably on mobile devices.

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The BLS estimates that reservation agents and travel clerks (i.e., representatives of travel, transportation, and hospitality companies who work directly with customers) will only see a decrease of about 1.4% over the same 10-year period. However, this data says more about the role of the agent than it does about the industry overall. Consumer desire to interact directly with other human beings when booking travel arrangements — be it on the phone or over chat — may not waver quite as much in the next decade.

Despite the BLS’s bleak predictions, insiders point out that the increased demand for personalization in consumer travel services, coupled with the rise of independent home-based travel agents indicate that the industry is not in as dire of straits as it may seem. Some argue that the BLS data does not accurately represent the state of the industry today.

The American Society of Travel Agents (ASTA) has been particularly vocal in expressing concern about how the findings have been presented. “The BLS doesn’t take into account the number of independent contractors in the travel agency community,” notes Erika A. Richter, Senior Manager, Communications & Government Affairs. “So it’s hard to say that the profession has truly been in a ‘decline’ over the past decade, when the data doesn’t incorporate the full spectrum of the travel agent profession.”

In fact, consumer demand for travel agents may be on the rise. According to the Airlines Reporting Corporation (ARC), airline ticket sales through travel agencies increased by 1.8 percent in August 2016 over August 2015. Data from global marketing firm MMGY Global’s 2016 Portrait of American Travelers also indicates that agents are regaining traction. Of the 2,948 U.S. leisure travelers surveyed for the study, around 19% reported having used a traditional travel agent for one or more of their vacations in the past 12 months, up from only 12% in 2013. Around a quarter of travelers said that they plan to use a traditional agent for vacation purposes in the next two years, up from only 17% in 2013.

While it’s doubtful that travel agents will become obsolete, most agree that their role will continue to change in years to come, owing not only to the continued emergence of new technology and innovations within the travel and hospitality spaces, but also because of increasing demands for personalized service.

Are Travel Agents Still Relevant?

Travelers across the board surveyed by MMGY who indicated a preference for working with traditional travel agents over OTAs attributed their inclination to a number of factors, including travel agents’ presumed knowledge of destinations and local providers, the security of extra service if things go wrong during a trip, and the fact that it’s easier to get a travel agent to plan the intricacies of a trip than to do it oneself.

“The leading reasons these travelers use travel agents involve service, expertise, and ease,” Steve Cohen VP, Insights, MMGY Global told Skift. “Travelers turn to travel agents because they want someone to turn to if something goes wrong on their vacation, they want control of every aspect of their trip, and they want an expert who knows where to go and can make travel planning easier.”

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Data source: MMGY Global’s 2016 Portrait of American Travelers®

ASTA’s Richter concurs. “The internet has put the freedom of comparative shopping back in the hands of the consumer… but hasn’t always empowered travel consumers; instead it’s created a lot of frustration,” she notes. “A third party (human) validator is more important than ever. Someone who knows the fine print of the ‘brochure price’ and someone who knows the product (airline, hotel, tour, even a destination) because that’s their job, that’s what travel agents do every day. “

The ability of travel agents to provide unique, personalized experiences based on their presumably in-depth knowledge of destinations is another key motivator for travelers who use their services. MMGY data suggests a correlation between those who use travel agents and those who are more interested in the experiential and transformative aspects of travel.

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Data also suggests travel agent users are more likely than their Fully Independent Traveler (FIT) counterparts to vacation in new-to-them destinations rather than going back to familiar haunts. “Travel agent users want to go to new places – in fact, 59% of their vacations are to new destinations, compared to only 39% of the vacations taken by those who don’t use travel agents,” says Cohen. “In fact, 73% of travel agent users expect personalized attention and options on vacation, compared to only 32% of those who don’t use travel agents.”

Millennials and the Quest for Personalization

Many knee-jerk assumptions about the presumed decrease in popularity of traditional travel agent come from the erroneous assumption that so-called “digital natives” (i.e., Millennials and their younger, “generation Z” counterparts; those born in the 1980s and 90s), are so accustomed to online booking that they aren’t likely to see the need for booking with an agent, particularly if the experience requires going into a brick-and-mortar shop, picking up a phone, or even sending off an email and waiting for a reply.

However, MMGY’s data suggests that Millennials are more likely than members of other generations to use travel agent services. According to the firm, 34% of Millennials claimed to have used a traditional travel agent in the past 12 months, compared to only 9% of Baby Boomers. Moreover, around 39% of Millennials said they were likely to use the services of a traditional travel agent over the next couple of years, compared to 21% of Gen-Xers and only 16% each of both Baby Boomers and older travelers.

chart

Consumers across the board are placing more value on experiences than on the acquisition of possessions — just look at the popularity of simple living, the tiny house movement, the celebration of minimalism and the “less-is-more” mentality, and even the wild success of Marie Kondo’s The Life-Changing Magic of Tidying Up. While this trend has been seen across generations, it’s particularly noticeable among Millennials. According to a 2014 survey conducted by Harris Poll on behalf of Eventbrite, Millennials are considerably more interested in experiences than in material possessions, with around 78% indicating they’d prefer “spend money on a desirable experience or event over buying something desirable.”

Moreover, many Millennials are foregoing or postponing the typical life steps previously associated with young adulthood – including home ownership and the associated acquisition of possessions. According to a 2016 Pew Research study, 32.1% of adults aged 18 to 34 live with their parent(s), which in many cases can free up a fair bit of extra income for travel and leisure. Research conducted by international market research firm Mintel for their American Lifestyles 2015 report indicates that Millennials represent and will continue to represent a large segment of the leisure travel market. According to the firm, around 30% of international travelers are Millennials, and nearly half of the Millennials surveyed indicated an intention to travel within the three years following the report research.

The State of Today’s Brick-and-Mortar Agency

Gone are the days when brick-and-mortar travel agencies were a fixture in most major commercial areas, at least in the U.S. In the mid-1990s, airlines began capping commissions on what they paid out to travel agents, a process that continued until 2002, when airline commissions were ended altogether in the United States. The combination of the commission cutting and the rise of DIY travel have spurred the demise of many small-scale and corporate travel agencies alike, but many have remained successful by simply shifting their business models.

STA Travel, an international travel agency that’s been specializing in student travel since its launch in 1971, is a good example. After decades operating a successful network of brick-and-mortar agencies, each of which eventually ended up with its own unique Internet presence, STA decided to rebuild their online presence from the ground up, engaging the services of IBM to create a global service delivery platform that allowed for automated localization while maintaining a streamlined services platform.

“The growth of the internet has had a serious impact on all areas of commerce,” Richter points out. “… so while traditional ‘brick and mortar’ travel agencies in some cases and some places may have started to disappear from the street corners, that doesn’t mean they disappeared altogether. What it means is that while they’re perhaps less visible than they used to be, their business models shifted, like many other industries.”

As traditional brick-and-mortar travel agents continue to shift their operations online, OTAs have the opportunity to move onto Main Street, following a trend of creating in-real-life web stores, akin to what Amazon.com has done with its brick-and-mortar Amazon Books operations. Travel agency franchise Expedia CruiseShipCenters is planning to expand brick-and-mortar operations significantly in years to come, and while the brand focuses entirely on cruise bookings, their affiliation with Expedia, Inc. directly translates into advertising for Expedia.com.

“Leveraging an existing infrastructure of physical travel agent storefronts could be a cost effective way for travel brands to connect with large and more targeted audiences,” advises Luke Bujarski in a 2015 report by content strategy and market research consultancy LUFT Group. “Rather than commissions on bookings, the new revenue model would center on marketing ROI,” Bujarski predicts. “How many walk-ins, how many emails collected, how many loyalty members signed, etc. These will be the new metrics for storefronts.”

A good example of this is the case of Liberty Travel, which opened a flagship store on Midtown Manhattan’s Madison Avenue in October 2012. “We believe very strongly in the physical and visual nature of our brands, particularly our retail brands,” Dean Smith, USA president of Flight Centre (Liberty’s parent company) told Skift earlier this year. “While there is obviously a very big trend in the market to go home and to cut your costs by being virtual, it undermines the industry to a degree because the customers just don’t know that the brands exist, although the service exists.”

So while traditional mom-and-pop travel agencies may all but disappear from neighborhoods, particularly in the U.S., larger-scale agencies and OTA storefronts may very well continue to function, if for no other reason than for the opportunities they provide to create brand awareness.

How Travel Agencies Really Make Money

For all the talk about travel agents being an outdated part of the travel business, and the disappearance of the traditional brick-and-mortar travel agency beginning in the 1990s, a look at the sector’s business model shows that the fundamentals of the business have shifted to accommodate consumer booking behavior.

During the latter half of the 20th century, travel agencies had primarily made money based on commission from airline bookings. Consumers had to book airfare either at an airline ticket counter or through a travel agent, which had early reservation systems networked to the airlines through global distribution systems. They also received commission on hotel bookings, tour sales, cruise cabin bookings, and travel packages. Agents also have the ability to buy consolidated travel products from wholesalers, offering their customers better deals on inventory that hasn’t sold yet.

This all changed when U.S. airlines abruptly stopped paying out commission on travel agent sales. Emboldened by the growing presence of the internet, this forced the travel agency space to adapt to an ecosystem that now encouraged suppliers to develop direct relationships with consumers. U.S. airlines were the true pioneers of the direct booking model.

“1995 was the year the airlines announced they were capping commissions, and for a lot of agencies it meant they had to reinvent how they do business,” said Jackie Friedman, president of host-agency Nexion, which is a Travel Leaders Group company, in a Skift interview. “They shifted to models where they could reduce their costs, and moving home was certainly one of the options. At the same time, in the past 15 to 20 years, technology really made it possible for agents to operate their business anywhere.”

As hotels, cruises, tour operators, and others realized that they could reach travelers without paying agents a cut, travel agent commissions began an erosion that only stabilized in recent years. This change has compelled many small agencies to move toward a fee-based model, charging clients somewhere between $25–$150 for each trip planned. This helps make up for the lack of commission payments, and also drives away bargain hunters or people looking for an agent to make a simple transaction they wouldn’t otherwise be compensated for. Add-ons like travel insurance also generated commission revenue for agents.

A 2014 Travel Market Report examination of commission erosion in cruising found that agents only receive commission on about ¾ of the value of each booking they make. At the same time, each agent needs to produce $60–$70 in revenue per hour for an agency to be profitable. This makes it hard for an agency to become successful by relying on supplier commissions alone, leading agents to abandon the extra cost of operating brick-and-mortar storefronts.

These factors have led to something of an evolving value proposition for successful travel agents. Instead of presenting their businesses as a one-stop shop for travel bookings, agents are instead specializing and becoming experts on specific types of travel, destinations, subsets of travelers.

This could be one of the reasons why more Millennials report using agents than any other demographic; travel agent expertise and knowledge about bookings specific types of trips, like wedding or adventure travel, along with intensive knowledge of emerging destinations, makes paying an extra fee seem worthwhile in an age of chaotic online booking.

The challenge for agencies, however, is training and retaining agents who combine top-level service with deep product knowledge.

“The long-term trend is that agents have a consumer who wants great advice and experience on something they can’t Google, but they want to talk to somebody who is an $80,000 per year employee where $35,000 and $40,000 is common,” Robert Joselyn, head of travel agency group TAMS, told Skift last year. “They want to deal with a more sophisticated advisor. When you say that your agents have more training and education, you have to know where the training money is going to come from. It’s not going to be from commission anymore.”

Cruises, particularly river cruises, remain especially reliant on travel agents as a distribution network, along with packaged tours and luxury travel products. As travel has become increasingly commoditized online, agents have shifted to focusing on the products that don’t sell easily online due to price or complexity.

There’s an App for That: The Meeting of Technology and Travel Agents

Mobile commerce has grown significantly in the past few years, presenting both challenges and opportunities for not only traditional, in-person retailers, but also OTAs and others who do a significant share of their sales online. According to advertising technology company Criteo’s State of Mobile Commerce Q4 2015 report, which analyzed transaction data from upwards of 3,300 online retail and travel businesses, around 30% of transactions took place on a mobile device in the fourth quarter of 2015. According to Pew Research Center data released in 2015 some 64% of U.S. adults owned smartphones, and around 7% have neither broadband at home nor any other reliable options to access the Internet other than their phones. Analysts across the board anticipate this trend to continue, with smartphones leading the way against other types of mobile devices.

Recognizing this shift, OTAs as well as airlines, hotel groups, and tour resellers have been quick to launch mobile apps, some offering discounts and other incentives for first-time users who opt to book via an app instead of the website. But it’s not just established companies who are getting into mobile travel booking apps, a space which until relatively recently was primarily the domain of last-minute booking apps such as HotelTonight. A slew of new mobile app-only start-ups have launched in the past 24 months, many of which rely on artificial intelligence (AI) and, in some cases, chatbots to help users manage even the most complex bookings. These include HelloGbye, an AI-driven travel app that presents users with full, organized itineraries by fielding their queries through a natural language user interface as well as the business and meetings-focused ETA.

Travel agent consortia including Signature Travel Network are also incorporating technologies aimed at helping individual travel advisors leverage the latest innovations without absorbing development costs directly. For example, Signature works in partnership with Axus, a white label mobile app solution with the travel agent in mind. The app give agents a mobile interface through which they can connect to the traveler directly before, during and after the trip. Having that connection allows travel agents to become more than booking agents, but it also presents and opportunity for cost savings and up-selling on other services.

However, mobile travel apps that are making the biggest waves address a significant need of travelers far and wide: the desire to “talk to a real person.” Many of these apps combine AI and actual human agents to create hybrid automated/human agent messaging environments that, in theory, should combine the efficiency of AI-driven automation with the personalization and individual attention that only a human being can provide.

At the forefront of these new travel agent messaging apps is Lola, the newest venture of Kayak co-founder Paul English, who listed “a rapid shift to messaging as the preferred mode of communication” and “increased discretionary spending to experiences and premium services vs. luxury goods” as two of the trends that motivated Lola’s creation.

The app connects members with a team of travel consultants. Members simply message what they are looking for and agents provide suggestions accordingly. Members can then book directly through the app and while it’s currently free to its small group of invited members, the company will likely start charging for the app in the future.

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“We saw a number of key trends including advances in AI and natural language understanding [NLU] that opened an opportunity to create an entirely different platform for travel,” explains English. “We believe humans have to lead the premium service we’re creating, with AI and NLU supporting them.”

The service, however, is still only available via invitation-only limited to a small pool of users. Some (including Skift) question whether Lola will ever go to scale in its current form as an integrated travel agent app. At the core of the company’s long-term strategy is the technology behind its AI functionality. Paul English and team did not confirm, but we speculate that over time, the built-in learning technology will adapt to the constructs and interactions iterated via the chat feature, eventually converting real voice and human interactions into better and more responsive interactions with travelers.

Lola might be the most visible human-powered travel app, but it certainly isn’t the only one. Contenders include Pana (formerly Native), which is currently a two-tiered paid service, with rumors that the company might switch to a “freemium” model in the near future. Kayak has also forayed into the space with the launch of the beta (and, currently, free) version of Snap, an SMS-based service that uses a mix of AI, the Kayak search engine, and real people to answer users’ requests over text.

Although these apps look promising at first glance — particularly for those who value personalized experiences or who find the process of DIY travel booking arduous or daunting — time will tell whether consumers will be willing to pay a premium to use them. However, if the success of concierge apps that empower users to outsource chores and errands for a fee is any indication, consumers may be ready to pay for agent-powered travel apps. Membership and fee-based revenue streams may be crucial to the success of such apps in an era where reduced commissions from airline and hotel bookings have resulted in shrinking margins for agents.

The Travel Agent of the Future: Challenges and Outlook

Although DIY travel planning has become the norm in the United States, it’s not ideal for every traveler, all the time. “I think do-it-yourself is just not enough for most people because in many cases they want to be guided or assisted or helped,” English told Skift in an interview earlier this year. While a seasoned traveler may prefer the ease and convenience of jumping on an OTA’s website and booking a favorite hotel in a favorite destination, there are many others who find the process time-consuming and/or daunting, and would happily pay a premium to get a travel agent to work something out for them.

While DIY travel planning will likely continue to dominate, travel agents may become increasingly visible, particularly if consumers see the value of their services. Moreover, the demand for travel agents will continue as Millennial purchasing power grows stronger, attributable to their demand for personalized service coupled with their willingness to pay for it. Other trends in the workplace, such as the increased ability to telecommute and companies offering flexible or generous vacation packages, may also help the travel agency industry overall.

“With this need to find new experiences and new places, increasingly unique and off the beaten track, the experience of a travel agent is increasingly essential to their users,” MMGY’s Cohen notes. “This is why we see the future of travel agents as increasingly advising and booking individual or small group travel for those who want to optimize their experiences, as the direct counter-trend to FIT [fully independent] travelers who risk booking on their own and risk quality and security in unknown destinations.”

However, travel agents must still be able to prove their inherent value to consumers if they want to stay ahead of the game. Shrinking commissions mean that most travel agents rely on service fees as a major source of revenue. While customization and high-level support may be enough to prompt some users to pay a premium, it’s essential that the general public be made aware that travel agents can often get better deals than the DIY traveler might be able to find alone. In some cases, travel agents’ fees can pay for themselves.

How travel agents operate behind the scenes is also likely to be an interesting mix in the future. It’s already accepted that the mom-and-pop travel agency is a thing of the past, but franchise partnerships with larger brands (such as Expedia CruiseShipCenters) that help create off-line brand awareness may continue to emerge. Travel agency consortiums, including major U.S. players Travel Leaders Group, Signature Travel Network and Virtuoso, offer a range of technology and marketing tools to member agents that help better empower small agencies to compete against online booking sites. Large travel companies may also use the opportunity to create brick-and-mortar locations of their own, primarily as a source of gaining customer loyalty and ubiquity. Independent and home-based travel agents will also be a growing force; there are around 20,000 such agents in the U.S. right now, and ASTA projects that those numbers will continue to increase. Finally, apps that connect travelers with real agents, chatbots, or both, are likely to continue to emerge over time, especially if pioneering entrants like Lola are able to prove that human-powered services are worth paying for.

Key Takeaways

Travelers are still open to using agents..

DIY travel planning is not for everyone, and many travelers feel better using an agent — even if it may end up costing more. Motivations for using agents include the personalization and area expertise they can provide and potential support should something go wrong during a trip. Many travelers also prefer to avoid the potential hassle of planning travel themselves.

Millennials are an increasingly important market.

U.S. Millennials currently use travel agents more than any other age group, and have been shown to be more willing to pay for experiences than goods compared to other generations. This will be an important market for agents to target going forward, particularly as people in this age group continue to increase their spending power.

Travel-planning apps that add a human element may fulfill a need that automation simply cannot.

A major frustration for many travelers using DIY travel-planning methods is that it can be difficult to connect with a real person when you need it most. While a bevy of apps using AI and automation have been on the market for some time, those that allow travelers to chat directly with an agent straight from their smartphones are ideal for travelers looking for the personalization of individual service with the ease of a mobile app.

Travel agents and agencies aren’t going away, but their roles are changing.

Independent and home-based agents are becoming more prevalent. OTAs and major travel agencies are opening brick-and-mortar retail outlets and franchise locations, at least partially to spread brand awareness.

Endnotes and Further Reading

  • Travel Agents: BLS Occupational Outlook Handbook, Bureau of Labor Statistics, December 2016.
  • U.S. Travel Agency Air Ticket Sales Up Nearly Two Percent in August, Airlines Reporting Corporation, September 2016.
  • Interview: ASTA’s CEO on the Travel Agencies That Will Win the Future, Skift, January 2016.
  • Millennials: Fueling the Experience Economy, Eventbrite, July 2014.
  • Millennials Are More Likely to Use Travel Agents Than Any Other U.S. Demographic, Skift, June 2016.
  • From Sales to Marketing, A New Era For Europe’s High Street, LUFT Group, November 2015.
  • Travel agents back in vogue for luxury market, claims Virtuoso CEO, Hotelmarketing.com, August 2016.
  • EM tourists go back to bricks and mortar, Financial Times.
  • Interview: Lola’s CEO Wants to Hack Mobile Trip Planning With Travel Agents, Skift, December 2015.
  • Brick and Mortar Travel Agents Are Still Important Says Flight Centre’s President, Skift, January 2016.
  • Kayak to Launch New Text-Based Travel Service, Skift, December 2015.
  • 6 Charts That Show Mobile Booking’s Gain on Desktop Around the World, Skift, September 2015.
  • Mobile Devices Now Generate 25 Percent of All Digital Travel Transactions in the U.S., Skift, April 2015.
  • Mobile Travel Agencies: Next Game-Changing Business Model in the Travel Industry? Euromonitor, August 2014.
  • America is back to pre-recession spending habits of ‘save less and spend more,’ Mintel, June 2015.
  • Are OTAs Really Killing Brick And Mortar Travel Agencies? Forbes, April 2015.
  • STA Travel expands its horizons with a new global electronic travel services solution, IBM.
  • Corporate Travel Embraces Chat-Based Apps With Hyper Travel Acquisition, Skift, July 2016.
  • Service Fees and Commission Cuts Opportunities and Best Practices for Travel Agencies, Amadeus, June 2007.
  • Why the Modern Travel Agency Needs to Charge Fees, Skift, February 2016.
  • Independent Travel Agents Look for Support to Master a Niche, Skift, October 2015.
  • Selling Cruises: Does It Still Pay? Travel Market Report, May 2014.

Top Travel Industry Trends (2024-2027)

future of travel agency

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The travel and tourism industry is growing at an annual rate of 4.41% .

By 2026, the projected market value will be just under $1 billion.

Here are seven trends driving the future of the travel space.

1. Travelers go it alone

One website reports that 25% of all American millennials plan to travel by themselves each year.

Statistics show that the number of people traveling solo increased by 42% even before the pandemic.

According to Travel Market Report , Intrepid Travel is a small-group travel company that plans trips for 75,000 people per year.

Data shows that more than 50% of the travelers booking with them are going alone.

Overseas Adventure Travel, another small-group travel company, has seen such a boom in solo travel that they’ve upped the number of single spaces they have available in 2021, a 76% increase over 2019.

Solo travelers are big on social media too.

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2. Travelers crave local experiences

The "experience economy" is huge in the travel industry.

But fewer and fewer people may be settling for commonplace vacation activities in the coming years.

Instead, “consumers [will] pursue authentic experiences , distancing themselves from mainstream tourism providers and venturing into pastimes that feel more meaningful”.

Data insights company AirSage marks this as an emerging trend because “people no longer want boring and conventional travel experiences as much as they used to. Instead, they would rather pay for vacations that are once-in-a-lifetime opportunities”.

Airbnb is betting on this trend.

Their website has offered the opportunity for consumers to book “experiences” since 2016.

But they also added online experiences in 2020 for people who are seeking to connect with locals without leaving their homes.

Other companies are banking their entire business model on this trend.

Withlocals offers “personalized traveling” — the opportunity for travelers to book private tours and activities with locals around the world.

withlocals screenshot-min.png

Camping (and glamping) trips have also become a popular way for people to travel while experiencing the local culture and staying safe amidst the pandemic.

Outdoorsy has been called the “Airbnb of RV rentals”.

And their sales exploded to $1 billion in 2020. That’s 400% growth since 2019.

Under Canvas runs seven glamping camps in wilderness locations across the United States aimed at exploring the local landscape and inspiring human connections.

The company reported a “surge" in demand in 2020 and had "strong" advanced bookings during 2021.

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3. Travel tech adoption accelerates

As with nearly all businesses, technology is presenting the travel industry with seemingly endless opportunities.

The pandemic has only increased the speed of tech adoption in the travel industry.

A McKinsey survey showed that, because of COVID-19, “companies have accelerated the digitization of their customer and supply-chain interactions and of their internal operations by three to four years".

One example: room service robots.

Two Chinese hotel giants invested in ExcelLand, a manufacturer that already had 3,000 robots in operation.

chinatravelnews-min.png

BTG Homeinnes is looking at these robots as a way to control costs and safeguard guests.

Hotels, airlines, booking sites, and others are using chatbots like never before.

Travelers can chat with providers during every stage of their journey.

And, they won’t (always) feel like they’re talking to a robot. Advances in AI have made this type of communication hassle-free.

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United Airlines has launched an “ Agent on Demand ” service that allows travelers at the airport to video chat with a customer service representative simply by scanning a QR code.

More and more airlines and airports are deploying facial recognition technology.

Corporations and government entities tout this technology as a boon for travel safety.

But many privacy advocates have put a halt to this emerging trend. They warn that this type of surveillance could easily turn dystopian.

With all of this new tech, companies are also continuing to capitalize on an older piece of technology — the smartphone.

Stats show that travelers who book tours and activities on their phone spend 50% more than those who book elsewhere.

4. Consumers blend business and leisure travel

The latest statistics say there are nearly 5 million digital nomads in America.

The concept of being location-independent, traveling and working remotely, has become even more popular since the start of the pandemic.

The hospitality industry is starting to cater specifically to digital nomads.

Aruba is opening its beaches up to travelers who’d like to work remotely, calling the marketing campaign “ One Happy Workation ”.

Aruba-min.png

Visitors can stay for up to 90 days. And do not need any governmental documentation.

Barbados and the Cayman Islands will also let you work remotely from paradise for an extended period of time.

Booking.com reports that the "workation" trend is going strong.

More than 50% of travelers say they would extend their business trip to enjoy personal time at their destination.

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In 2020, hotels began catering to locals who needed a quiet place to work.

The Hamilton Hotel in Washington, DC, is just one example. It’s WFH-Work From Hamilton program offers rooms on a 6:00 am to 7:00 pm schedule.

5. The travel industry gets serious about sustainability

Recent data shows that more than half of US travelers believe there aren’t enough options when it comes to sustainable travel .

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A poll conducted on behalf of Exodus Travels went even deeper into consumers’ attitudes .

  • 91% of travelers see the importance of taking ethical trips
  • 56% believe in buying souvenirs from local merchants
  • 44% want to support local businesses at their destination

Sustainable travel involves minimizing impact on the local cultural environment.

And also taking an eco-friendly approach to the physical environment.

Nearly 70% of travelers say they are more likely to book accommodations if they know the property is planet-friendly.

Many in the travel industry have recently made commitments to preserving the environment.

For example, India-based ITC Hotels Group has LEED certified each of its hotels.

As of 2023, hotels in the state of California will no longer be allowed to provide single-use toiletries in plastic bottles to their guests.

forbes-california-bans-single-use-pla...

Marriott International has made a pledge to remove these types of plastics from all their hotels, too. But the pandemic has put a temporary stop to that plan.

A recent report from Skift made this summary statement regarding sustainable travel in the future:

“[It’s a] less flashy way of viewing and traveling the world . . . with an emphasis on safety, sustainability, and profound experiences while getting from point A to B without wrecking the climate and local quality of life in the process”.

6. Electric Air Travel Goes Mainstream

Speaking of sustainability, it looks like flying Teslas are finally here.

And they have the potential to make a big impact on at least three large industries:

The aircraft manufacturing industry, with over $200 billion in annual revenue between the top 3 manufacturers alone (Boeing, Airbus and Lockheed).

Commercial airlines, with $838 billion in annual revenue (pre-COVID).

And the ride-hailing and taxi industry, which was valued at $219.68 billion in 2022.

electic aircraft-min.png

Electric vehicles are cheaper to run , less expensive to maintain , and better for the environment than vehicles powered by conventional fossil fuels.

That’s just as true for aircraft as it is for cars.

When it comes to electric aircraft, there are two main types: fixed-wing airplanes and eVTOLs.

Fixed-wing electric airplanes are just what they sound like. There aren’t any 747-sized electric airliners yet, but smaller commuter planes are in production.

Eviation is leading the charge. This startup produces a 620-mile range, 9-seat commuter plane called the Alice.

According to the company, flying the Alice is dramatically cheaper than a regular internal-combustion powered airplane.

For a 100-mile flight, conventional fuel for a similar-sized Cessna would cost about $400. In Eviation’s electric Alice, it would only be about $10 .

Eviation recently merged with Clermont Aerospace after a $108.5 million valuation.

commuter plane-min.png

At the same time, AeroTEC and MagniX are teaming up to retro-fit existing airplanes with electric motors - with similar improvements to efficiency.

There are also electric-hybrid airplanes in development.

For example, the Project 804 by United Technologies.

As well as the Aero by Zunum, a startup backed by Boeing and JetBlue.

And the E-Fan X by Airbus and Rolls-Royce. This project was shut down in April 2021, but only after achieving its three main initial research goals (according to Airbus).

That covers fixed-wing electrics.

The other major kind of electric aircraft is the eVTOL.

eVTOL stands for “electric vertical take-off and landing”.

Non-electric VTOL examples include anything from helicopters to drones and Harrier Jump Jets.

eVTOLs tend to be smaller than their non-electric cousins, and designed for shorter flights across cities.

Some look like passenger-carrying quadcopter drones. While others have a fixed-wing component like regular airplanes.

Search interest in eVTOLs has been exploding lately as startups and major aircraft manufacturers demonstrate new eVTOL models.

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In July 2020, Airbus conducted the first public flight of its autonomous 4-seat CityAirbus multicopter eVTOL. The CityAirbus has a projected range of about 60 miles (or 15 minutes).

multicopter-min.png

Airbus also has Vahana , in development by its Silicon Valley innovation arm, Acubed .

For its part, Boeing’s Aurora Flight Sciences has been developing solutions for an air-taxi service in partnership with Uber. Including an autonomous electric passenger air vehicle.

Separately, Boeing is also reportedly partnering with Porsche to develop another eVTOL.

And Tokyo-based “flying car” manufacturer SkyDrive raised a series B of 3.9 billion yen (about $37 million) and conducted its first public manned demonstration of the SkyDrive SD-03.

The SD-03 is the world’s smallest eVTOL, requiring only as much space on the ground as 2 parked cars.

That small footprint is one of the main advantages eVTOLs have over traditional fossil-fuel powered VTOLs like helicopters.

eVTOLs like the ones mentioned above use multiple smaller electric motors with rotors spread out across the aircraft. Whereas a typical helicopter uses one main internal-combustion engine with two huge rotors stacked above. (Plus a smaller one in the tail.)

eVTOLs’ multi-motor design is called a “distributed electric propulsion” (DEP) system.

DEP systems have numerous advantages. They make piloting easier, reduce the footprint required for take-off and landing, and increase safety through redundancy (if one motor fails, there may be 7 more still running).

They also reduce noise emissions, as the rotors don’t have to spin as fast.

Noise and vibrations within the cabin are lower as well.

Thanks to these advantages, dozens of eVTOL manufacturers are currently vying to capture a share of the nascent “urban air mobility” market: eVTOLs used to fly over traffic.

Germany, Holland, Belgium, France, Mexico, and Brazil have all been experimenting with urban air mobility initiatives.

But with all those benefits, why hasn’t electric air travel caught on before?

Two words: energy density.

In other words, the amount of stored energy in one pound of “fuel” — whether gas, diesel, kerosene or batteries.

Currently, conventional fossil fuels have more energy density than batteries. That’s why electric cars are generally heavier than their gas-powered counterparts. They have to be, in order to store enough power.

For aircraft, this added weight poses an obvious problem.

But it’s a problem we’re getting closer to solving.

Tesla CEO Elon Musk has said that an energy density of 400 Wh/kg (watt-hours per kilogram) is the crossover point for lithium-ion batteries to beat kerosene jet fuel. Once battery technology reaches that level, the sky’s the limit for electric aircraft.

Today, the energy density of industry-leading Tesla batteries is currently about 260 Wh/kg. (Up from 124 Wh/kg in 2007.)

So when might we get to 400 Wh/kg?

Very soon, according to Musk.

(Though he has also said that Tesla has no near-term plans to make electric aircraft.)

That’s it for the top seven trends driving the travel and tourism industry forward into 2024 and beyond.

Through these trends, we can see a dynamic relationship between the travel industry and consumers.

It’s a push-and-pull that’s sure to continue in 2025 and companies that can adapt quickly to the changing wants and needs of travelers are the best suited for future success.

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Gateway Travel Host Agency

2024: The Future of the Travel Industry - A Comprehensive Review of Top Host Agencies

#2024 and a glass of wine.

In our rapidly evolving world, the travel industry is one that gets seasoned with new tastes every day, making it harder to predict which elements will be popular tomorrow or even next year. One aspect, however, we can confidently forecast is the rise of top host agencies ruling this exciting industry by 2024 .

What Sets Top Host Agencies Apart?

Host agencies are an integral part of the travel industry, providing immense value to independent travel agents. They offer tools, resources, and support systems that can help launch and maintain successful businesses. But what exactly sets top host agencies apart?

Well, their secret sauce often lies in their ability to offer wholesome support to their network of travel agents. This comprehensive support typically includes critical functions such as marketing assistance, technology tools, training programs, access to preferred suppliers, and much more.

Projecting Travel Industry Leaders in 2024

Future industry leaders will not only be those offering the common benefits but also those displaying a capacity to adapt to the ever-evolving industry. The travel industry leaders in 2024 will be host agencies that can keep up with consumer demand, embrace innovative technology, and offer unparalleled support to their agents.

By 2024, host agencies that excel in these areas will be leading the travel industry. But how can we tell which ones are likely to wear the crown?

Our Comprehensive Review of Host Agencies

Our comprehensive review of host agencies is conducted by evaluating their current performance, strategies, future plans, and overall adaptability in a changing environment.

The best host agencies for the future must demonstrate robustness in the face of uncertainties, technology advancements, market trends, and most importantly, foster a positive environment for their agents to thrive.

A Gateway Travel logo.

Leading the Pack: Gateway Travel

When we refer to who's going to be holding the reins in 2024, Gateway Travel is certainly worth mentioning. Offering support beyond measure, Gateway Travel is a prime example of a host agency paving its way to be one of the top names in the industry.

Their continuous efforts to provide superior marketing tools, extensive training, and top-notch technological support is what separates them from other host agencies. But there’s more.

Gateway Travel is reinventing the travel industry by putting a great focus on nurturing their agents. They understand the importance of excellent service delivery and hence, provide transparent communication, exceptional support, and a platform for their agents to connect with each other.

By investing in their agents' success, they generate an alliance that allows both parties to reap substantial rewards.

The 2024 Travel Agency Review

Our 2024 travel agency review is promising, with a few potential industry leaders like Gateway Travel standing out. Their unique approach of building agent-centric relationships puts them in a prime position to shape the future of the host agency industry.

As we move closer to 2024, it's safe to say that the travel industry is heading in a direction that emphasizes relationships with agents, technology advancements, and adaptation to unpredictable changes. The host agencies that stay adaptable and prioritize their agent relationships are more likely to rise to the top.

Summing Up: Who Will Rule the Roost?

With all elements considered, the prospective landscape of the travel industry presents an exciting time for both travel agents and host agencies. Host agencies that pilot innovation, offer comprehensive agent support, and consistently adapt to industry changes are more likely to rule the roost come 2024.

Gateway Travel, through their commitment to their agents and continuous innovation, holds a prime position to be one of the top host agencies 2024. This comprehensive review, therefore, confidently heads within their direction as a noteworthy contender leading the pack. So, here's to a thrilling journey to 2024!

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What AI means for travel—now and in the future

“Revenge travel.” It’s what a lot of people are doing these days—hitting the runways in big numbers to make up for travel time lost during the pandemic. On this episode of The McKinsey Podcast , McKinsey partners Alex Cosmas and Vik Krishnan join global editorial director Lucia Rahilly to discuss a new report on travel in the age of AI : what the technology’s promise and pitfalls are and what it may mean for the travel industry overall.

This transcript has been edited for clarity and length.

The McKinsey Podcast is cohosted by Roberta Fusaro and Lucia Rahilly.

The promise of AI

Lucia Rahilly: Much of the research for the report drew from interviews with executives at 17 companies across five types of travel businesses. One of those executives is Luca Zambello, CEO of Jurny—an AI-fueled hospitality platform. He says AI will be the new normal.

Luca Zambello: We’re at the very beginning of the hockey stick. Economically, we are at the start of what is potentially the biggest technology disruption that humanity has ever seen.

Lucia Rahilly: So everyone is talking about the disruptive juggernaut that is AI, and particularly gen AI [generative AI]. At a super-high level, and acknowledging that we’re still in early days, what do we expect this to mean for the travel industry in particular?

Vik Krishnan: The travel industry is unquestionably going to be significantly disrupted by AI. Whether it’s gen AI or other forms of AI that have been around for some time remains to be seen. It’s quite clear that if you work through the customer journey and the process of trying to understand where you want to go, where you want to stay, what are the things you want to see, how you want to plan your day-by-day itinerary, gen AI significantly eases the process of travel discovery.

If you then step into what this means for travel suppliers, which includes airlines and hotels and cruises and car rentals and rideshare providers, the promise of AI is very much to help them deliver on the promises, both explicit and implicit, that they make to their customers.

Gen AI significantly eases the process of travel discovery.

What I mean by that is, very often, the expectations of travel are that your flight is on time, your bags get delivered to you safely, you then get to your hotel, your hotel room is available to check into when you get there, and you have a room that provides exactly what you asked for. That baseline expectation is one that many travel companies have historically struggled to meet.

What AI can do is help airlines ensure that planes are on time. It can help hotels ensure that what they deliver in terms of staffing and the product promise is consistent with what they advertise in their marketing and branding strategies.

Alex Cosmas: Not only is travel and hospitality the world’s largest sector, but it’s actually the most intimate sector. That means the answer for each of us to what a good experience looks like—whether I’m traveling for leisure or for business—is, by definition, fundamentally different. And the promise of AI has been to take the pattern of history, take the pattern of millions, and boil that down to the individual response that is relevant to me as a segment of one.

Nowhere is that promise needed more than in travel, where the experience should be a segment of one. That’s what makes it magical. To be clear, AI is already being applied in the travel sector in spades—specifically, in the operation of schedule assets and the optimized allocation of rooms and crews. That’s been true for decades, and it’s only getting better.

But the customer-facing applications of AI are only now really becoming next-generation. And for the most part, in travel, the best AI applications will largely be opaque to customers, because they’ll still be delivered through the mediums that customers prefer: often through humans, through the front line, through desk agents, through guest agents.

AI is already being applied in the travel sector in spades—specifically, in the operation of schedule assets and the optimized allocation of rooms and crews.

That’s ideally the promise. But the starting point is to say we can’t suddenly expect that customers will prefer to interact through more digital channels than they have in the past. Travel is a very human-centric business. And so the best AI, the best models, will be delivered through traditional channels.

How AI can change travel—for the better

Lucia Rahilly: What kind of value might come from using gen AI in the travel industry?

Alex Cosmas: Our latest estimates suggest that gen AI alone, across sectors, is bound to unlock $2 trillion to $4 trillion of incremental value.

Lucia Rahilly: Wow.

Alex Cosmas: Therefore, not surprisingly, capital is chasing the disruptive sector of AI.

Lucia Rahilly: What are some good examples of products that customers might expect to be using or that might be in the background enhancing customers’ experiences in the future?

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Vik Krishnan: Imagine the last time any of you tried to book a trip. You probably started on a search engine such as Google, or you started at an online travel agent such as Expedia, or you started at an actual supplier website if you had some certainty on what airline you wanted to fly or which hotel you wanted to stay at. You probably started with a little box where you put in your destination, you put in your approximate dates, and then you had the search engine present to you a series of results that may or may not have met your needs.

What we’re imagining in a future with gen AI or AI in general is that you start with something much more free-form and say, for example, “I’m looking to plan a trip with my family to New Orleans for a week in October. Can you help me find a hotel that has a pool for my seven-year-old and is within walking distance of the French Quarter?”

Wouldn’t that experience be much easier in terms of trying to figure out where you want to stay and what you want to do, as opposed to getting a list of a thousand hotels in an order that may or may not meet your specific preferences and what you actually want out of that trip? It is one of the most obvious examples wherein customers can see a real difference in what gen AI can do to help them with the travel discovery process.

Alex Cosmas: The other application of AI that I’m excited about is this: every customer gives tells. They drop digital breadcrumbs of things they like and don’t like when they bounce off of the page of a dot-com when they’re shopping; when they abandon a cart; when they return less frequently to search; when they arrive on a page only to check a single itinerary on a single day, on a single fare, rather than browsing for 20 minutes.

All of these are small tells that we as consumers provide travel brands. And so the ability to record, “I actually know what Alex is keen on in general and frankly less keen on and less likely to convert on,” and turn that into relevant offers is really important.

AI is only part of the answer

Lucia Rahilly: Where are we in terms of companies really embracing the use of this next-gen AI and other related technologies?

Alex Cosmas: We’re pretty far down the path of companies both embracing traditional AI and experimenting with gen AI. Very few of the airlines, hotels, cruise lines, and suppliers that I’ve interacted with are not already embracing deployment and actively experimenting with advanced tech. It’s only going to grow.

But there is risk. More is not always better. Faster is not always better. There’s a bit of, let’s say, a cautionary tale that we’ve learned from other sectors, which is that first off, AI is only part of the answer.

I like to say it doesn’t matter if you got the answer right if you got the delivery wrong.

The digital-delivery mechanism is how I go about delivering the answer: a mobile app, a push notification, an e-commerce experience, a kiosk, digital signage, or data just given to the front line. Those mechanisms are as equally important as or, I’d argue, even more important than the predictive and gen AI models behind them.

Vik Krishnan: To build on Alex’s point about getting the delivery wrong, many of you listening have probably been on an airplane in the last year. How many times have you experienced the outcome of landing, pulling toward the gate, stopping short on the tarmac somewhere, and it turns out the gate’s not available yet. Therefore, you have to wait for the other aircraft to taxi out, so your plane can then pull into the gate.

The reality is that putting together an operational execution plan involves data from so many different sources that aren’t necessarily pulled together in a large model. So it doesn’t necessarily enable or unlock this type of orchestration. And this is where AI can be enormously helpful.

There are companies out there that try to understand turning an aircraft, which is the process of essentially getting it from arrival to departure for the next flight. That involves actions both above the wing—for example, getting passengers off and onto the plane, getting the aircraft catered—and below the wing—for example, getting bags on and off the plane.

It involves refueling aircraft. It involves a number of other maintenance-related and ground-handling-related activities that many consumers don’t see. All of that is an extremely delicately orchestrated ballet that happens at an airport every single day, while involving multiple third parties and several different suppliers. It involves a fuel provider. It involves a ground handler. In some instances, it involves a different gate agent than the airline itself. That orchestration requires data and communication of very, very large volumes of information.

There are companies out there that are now saying, “We can actually identify when, during an aircraft turn, something didn’t happen according to schedule.” In other words, that catering truck didn’t pull in three minutes after arrival as it was expected to, which induced a delay. And that delay then allowed for a replanning of the entire turn process, so as to deliver an on-time departure. AI has an extremely large role to play in helping deliver on that promise in a way that suppliers have historically struggled to.

Don’t be AI stranger

Lucia Rahilly: In order to deliver on that process, understanding the data is critical. Here’s Ella Alkalay Schreiber, the GM of fintech at Hopper.

Ella Alkalay Schreiber: Machine learning is important, gen AI is important, predictive AI is important—but the actual challenge is to understand the data, ask the right questions, read prediction versus actual, and do this in a timely manner. The actual challenge is the human thinking, the common sense.

Lucia Rahilly: “Know your customer” is really a business axiom at this point. What does understanding your customers mean specifically for the travel industry?

Alex Cosmas: It means a few things. AI models learn the same way humans learn. It’s a test-and-learn process. I ask a question. I observe a behavior. That reinforces either my false or positive conception of who you are and what makes you tick. If you can’t measure cause and effect precisely, then avoid running an experiment entirely.

This is what our general advice is to our clients. I’d rather they experiment correctly on something small than swing for the fences and have no idea where the ball lands. That’s particularly true in microexperiments, where I have individual customers, where I provide individual treatments, but I have to be able to measure the response. If you can’t measure it, don’t bother. Focus your energy and resources on a different experiment.

This is what our general advice is to our clients. I’d rather they experiment correctly on something small than swing for the fences and have no idea where the ball lands.

If a brand, for example, doesn’t have the digital tech to be able to send a tailored offer to me as an individual, then you don’t really need to know my personal willingness to pay. In that case, stick to the microsegment or the macrosegment and take action that way. If you can’t send a personalized message without making it feel generic, then don’t.

Vik Krishnan: The experience of hyper-personalization has to feel authentic. So in other words, a flight attendant coming up to you and saying, “Hey, I know you normally like a Diet Coke with a slice of lime. Is that what you’d like this time?” is different from presuming what your preferred drink might be. That might be an example of how AI actually delivers on hyper-personalization, but with a bit of a human touch so it doesn’t appear creepy.

Lucia Rahilly: Both of you are deep in this industry. Any examples that come to mind of companies that are really doing AI right? And if so, how?

Vik Krishnan: Hotels that actually understand or acknowledge your past history of staying at that specific property—that’s quite a personal touch I really appreciate. But the reality is many hotels struggle to even understand basic facts such as the frequency, duration, and purpose of a recent stay. Many hotels don’t easily make that type of information available to their frontline staff. And so empowering those employees to use that information to deliver a hyper-personalized greeting or experience is a good example of companies using AI well.

Alex Cosmas: If done right, the frontline workforce should look and feel like superheroes powered by AI. There’s a luxury fashion retailer that arms its sales associates with iPads to link shoppers to the styles and the sizes they searched for online. That’s pretty cool. Now, augment that with the propensity models in the background that give the agent a steer to what a customer wants, and suddenly they appear clairvoyant. Think about that application in travel. There are far more interactions on average in a travel journey.

So as consumers, how do we preserve the magic of travel, which is more about heads-up time and being immersed in our surroundings, rather than about heads-down time and researching on a device? It means more agents who surprise and delight; say, “Welcome back”; say, “Happy birthday”; know you arrived earlier than planned; and swap the room preemptively so you could get in and get on your way. And that’s what we call knowing your customers like you know your friends.

I’ll share one example. When I check into a hotel, I really don’t like the kiosk and the app check-in. But I love it for checking out. For other customers, the complete inverse is true. My hotel can know that. It certainly knows how I check in and check out. It should act on that or understand the why, just as you understand your friends. This is the test-and-learn experiment that we talked about earlier and that most suppliers can begin right now.

AI and talent: What’s next?

Lucia Rahilly: Alex, that makes a very nice segue to Christiaan Hen, chief customer officer at Assaia, talking about frontline talent using AI as an assistant.

Christiaan Hen: Sometimes, people say automation might be a risk to people’s jobs, but that’s not the case here, because there are not going to be enough people to do these jobs in the first place. I like to see it as we’re equipping people with the right tools to do their jobs in a better way to accommodate for the additional workload that is coming.

Lucia Rahilly: This clip invokes the palpable fear that AI and automation will eliminate people’s jobs. We hear that time and again. How do you see these advanced technologies changing things for the front line in the travel industry?

Vik Krishnan: I see technology helping frontline employees do a better job more than I see it eliminating those jobs. We don’t necessarily see, for example, AI reducing flight attendant staffing any time soon, because those flight attendants are on the airplane to provide primarily for your safety, followed by the guest experience.

We see AI in many instances allowing those flight attendants to deliver a better customer experience, because they know that passenger in seat number 17C better as a result of the information provided to them. But it’s not replacing their jobs.

In certain pockets of the economy, technology and AI will end up replacing people. The reality in travel, though, is that the quality of the guest or passenger experience for so many people is tied to human interaction. Consequently, we don’t necessarily see a large-scale replacement of people here by technology and AI.

Alex Cosmas: Let’s look at the facts for a moment. Post-COVID-19, the travel sector employs 12 percent fewer staff than pre-COVID-19. And that’s not necessarily by choice. It is hard to find folks with the hospitality gene who genuinely want to deliver for guests, engage with them, and serve at the highest level day in and day out.

That’s part of the reason we see a smaller workforce in travel today than we have in the past. It takes twice as long, an average of five to six weeks, to fill roles as it did before the pandemic. Those with that hospitality gene would love nothing more than spending less time fixing broken itineraries, fixing issues that frankly could be automated. They’d rather spend their energy serving, which is what travel and hospitality is all about.

It should be a net-positive growth. The travel sector itself should grow as a result, creating jobs. We estimate the travel sector to grow at roughly 6 percent over the next decade, which is twice the rate of the overall economy.

Lucia Rahilly: Could AI and related technologies help with training folks who don’t come by that gene naturally but could be trained to fill those roles more efficiently?

Alex Cosmas: Absolutely. We’re already seeing applications of virtual reality, augmented reality, and AI coming together to offer more efficient ways to enhance and accelerate employee training, because you can throw live, immersive scenarios in front of employees at a higher clip than they would get organically on the job.

Oftentimes, the same is true not just of the front line but also of training corporate and call center employees. AI can learn from the patterns of thousands upon thousands of call-ins and transcripts—which no single human can ever be expected to go through—boil them down to the top ten core issues and suggest outcomes that seem to resolve 70 percent of situations. That’s the power of AI in training.

Lucia Rahilly: Alex, you mentioned virtual reality. Would travel drop if you could experience Bhutan from your sofa rather than actually having to take an arduous flight?

Alex Cosmas: Here’s my honest read on it. We’ve been able to visit Bhutan virtually for over a decade through YouTube and through National Geographic . And yet, travel is at an all-time high. And it’s because we all, as social animals, continue to enjoy experiencing new things, meeting new people, hearing new stories, and being inspired by a new site’s history and cuisine.

The numbers also suggest that we are in an unprecedented growth phase for travel. We are also in a phase where, over the past 15 years, customer satisfaction has steadily grown, despite how much we all like to beat up on our travel suppliers.

Consumers are admitting that the area they want to splurge on in the next year is travel and hospitality, such as experiences and restaurants. So they’re giving us that gift of their wallets and their trust. We have to deliver on that expectation as a sector. Gen AI, traditional AI, augmented reality, virtual reality, and digital technologies are going to help us deliver on the promise.

Alex Cosmas is a partner in McKinsey’s New York office. Vik Krishnan is a partner in the Bay Area office. Lucia Rahilly is the global editorial director and deputy publisher of McKinsey Global Publishing and is based in the New York office.

Comments and opinions expressed by interviewees are their own and do not represent or reflect the opinions, policies, or positions of McKinsey & Company or have its endorsement.

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Alex Mans is the founder and CEO of FLYR , an AI-powered platform for travel and transportation.

As evidenced during the first few weeks of 2024, the travel industry simultaneously saw high numbers of travelers , a grounding of Boeing 737-MAX-9s and disruption to shipping routes that traverse the Red Sea. While it’s anyone’s guess what the rest of the year will bring, the travel and transportation sector will likely continue to be challenged and shaped by world events more than most.

However, we can make some educated guesses on how the industry can—or should—respond to such volatility. With that in mind, here are a few trends that may define these sectors in the next 12 months:

1. All eyes are on the supply chain.

Travel passenger volume rebounded dramatically after the pandemic-lows, and they show few signs of slowing . While this positive growth could be a boon for the industry, it has also revealed the criticality of its supply chain for maintenance parts and tools. Increasingly, airlines are facing longer lead times and dependency on an aftermarket for key components, which only adds to existing pressures on capacity and on-time performance.

Sometime this year, the industry will need to figure out how to keep pace with this growing customer demand, which will likely require broad conversations with regulators and private stakeholders to create a durable supply chain and refine long-term procurement strategies.

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The rise in traveler numbers, operational challenges that constrain capacity and an increasingly complex regulatory landscape will force the aviation industry to look for new tools to enhance planning efficiency and mitigate risk. I think artificial intelligence will gain rapid traction by necessity—the industry is already swimming in data, but largely isn't able to use it.

Travel and transportation companies will likely invest heavily in software that can be grafted into their legacy systems to enhance operations and improve the customer experience without interrupting current service.

3. Airlines will put travelers' experiences at the center.

I've noticed the airline industry has struggled to provide personalized experiences for travelers in the past, often treating passengers as part of broad, homogeneous groups rather than acknowledging distinct preferences.

The integration of AI technologies will equip airlines to create genuinely tailored customer experiences . By examining travel histories, individual preferences and behavioral patterns, airlines can tailor their services to the individual. Customized options for in-flight entertainment, promotions and offers can create more memorable journeys for each traveler, opening up new possibilities for customer satisfaction and loyalty.

4. For hotels, AI moves from novelty to table-stakes.

In the hospitality sector, the last few years have been defined by a shift toward modern reservation platforms capable of implementing attribute-based and ancillary pricing. AI and machine-learning tools are well-positioned to address this new level of intricacy, and I predict they will be key to facilitating more precise demand forecasting of guest needs.

Regardless of exact strategy, the utilization of advanced data analytics will empower unprecedented levels of personalization, resulting in highly tailored guest experiences and precision-driven pricing models, and enhanced forecasting capabilities that help to optimize resource allocation and reduce operational expenses.

Start small with new technology.

The biggest challenge that leaders will face with the increased use of AI is actually making use of it. Today, I've noticed most airlines have tons of data but aren't able to use it. And in order for AI to work properly—to make business more efficient, accurate, and profitable—that data has to be accessible. Companies can't afford to have a massive pivot and transfer data, systems, etc.

Instead the best approach is to slowly start to implement these new technologies, ensuring little to no disruption for the end user, while slowly adopting innovations like cloud computing, open standards and AI. So, in short: Don't approach the need for AI as a need to do a big system overhaul. Start small, and focus on technology and ways to make your existing data usable.

It’s often said that the only truly predictable thing is change itself, and few industries demonstrate that more clearly than travel and hospitality. The challenges we face are formidable, but so are the tools and technologies at our disposal. I think 2024 may very well become the year where the travel industry moves from turbulence to transformation.

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4 things travel agents can do to stay relevant in 2024

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However, recent data shows an uptick in foot traffic at travel agencies, with both leisure and corporate clients increasingly favouring face-to-face advice. I believe that this resurgence is a testament to the fact that people are still keen to leverage the tailored expertise and value that travel agencies offer; especially in today's highly interconnected – and complex – world.

So, what’s driving this change and what can travel agents do to ensure they capitalise on the trend? I’ve unpacked a few ideas below.

1. Minimise complexity

While the pandemic was devastating to the travel trade, it allowed travel agents to really showcase their value and again position themselves as trusted travel advisors and experts. While much of the complexity that came with the early days of post-pandemic travel is thankfully behind us, disruptions and delays do still happen. As such, travel agents must always drive the message that they are available to assist should something go wrong at any time.

2. Do the comparative shopping for your customers

With so many different options out there, it’s quite easy for consumers to miss out on bargains. One of the major benefits of visiting a travel agency is that agents do comparative shopping for their customers, weighing up different itineraries and route options to find the best deal. Agents need to showcase to their customers that whatever they put together is a bespoke offering and has been thoroughly researched based on their needs and preferences.

3. Ask the right questions and do the necessary research to find the best fit

Taking the above point a step further, travel agents typically have a lot more knowledge about different destinations than the average traveller and must use this to their advantage if they want to showcase their value. By this I mean that they need to profile their customers, ask them various questions and explain why they are doing so.

Agents need to be clear that they are asking questions so that they can make the most informed recommendation. It’s all about putting together the best holiday, at the best price, based on the customer’s likes and dislikes, their hobbies, and their non-negotiables. In 2024, this informed, personalised service is key. Here, it’s also important to mention that tough economic times mean that consumers are more price-sensitive than ever before. Agents have to be conscious of this and help them to get the best bang for their buck.

4. Get back to business

And it’s not only leisure travel that’s surged in the wake of the pandemic. Business travel is also rebounding faster than expected. The Global Business Travel Association now anticipates that business travel spending will return to pre-pandemic levels this year, rather than its previous estimate of 2026.

Where companies used to have an in-house travel person, they are increasingly outsourcing this function to travel agencies. For modern agents, understanding some of the particulars around business travel is a must. For example, it’s a good idea to ask a business traveller if there’s a chance that their meetings could run over time and, if the answer is yes, to rather book a flexible ticket so that their flights can easily be changed if need be.

All of these trends are great for the travel trade. Now, the challenge is for the industry to continue showcasing its value so that it can capitalise on these positive developments and cement its role in the value chain to maintain, and grow its customer base.

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Travel Advisers: When to Let a Professional Plan Your Trip

An illustration of a person sitting on a folded-out map with books, papers and coffee laid out around the area. That person is inside the head of a beige-colored person wearing a teal telephone headset, and drawings of the Eiffel Tower, a compass, a signpost, a jet plane, mountains and other travel imagery are all around the head.

By Julie Weed

Decades ago, your vacation most likely began with a visit to a travel agent, who relied on a combination of expertise and connections to find the best deals on plane tickets, hotels, tours and more. Since then, the internet has turned most of us into our own travel agents, and artificial intelligence software is making research and self-booking even easier. But for some trips, that special insider knowledge can still make a big difference.

So when should you hire a professional, and how does it all work? Here are some tips.

Why should I consider a travel adviser?

It’s easy for a traveler to do the research for a standard trip, said Chris Anderson, a professor at the Cornell University School of Hotel Administration, “so they should look for a specialist for the type of tour they are looking for, say a bike trip in Ireland, who can really add value.”

The insider knowledge offered by a travel adviser can add the most value to trips that have multicity itineraries, involve a wide age range of travelers , are very significant (like an anniversary vacation) or are to destinations you are unfamiliar with, said Gary R. Johnson, who has run the travel agency Woodside Travel in Seattle for nearly 30 years. An adviser could help you decide, for instance, in which order to visit European cities based on local events and transportation options.

What can an adviser give me that a booking site can’t?

Travel advisers can help you research the best destinations, lodging, or activities for your particular group and travel goals, offering up specific advice that might be hard or time-consuming to find yourself. Those specializing in cruises might know which cabin to choose if you are prone to seasickness, while a safari planner could help you decide which park would be best for bird-watching or seeing specific animals, like rhinos.

Travel advisers typically have relationships with tour companies, hotels and cruise lines, sometimes through networks. Those connections can allow advisers to offer extra perks such as late checkout, free breakfast, airport transfers, a welcome basket or a credit to spend on a cruise ship.

“A good travel agent will be a better steward of your travel budget than you are,” said Guy Rubin, managing director of Imperial Tours , which arranges travel in China.

When bad weather or other circumstances disrupt your itinerary, travel advisers often have direct lines of communication with providers and can do the work of rebooking and changing plans, saving you time and stress.

OK, let’s say I need help. How do I find an adviser?

Networks like the American Society of Travel Advisors and Travel Leaders have websites that can help you start your search for a travel adviser by answering a few questions about your desired trip. Once you have a handful to choose from, get on the phone with them to talk about what they might do for you, how they charge and the level of service you can expect. Special trips can cost thousands of dollars, so it’s worth investing time up front, Mr. Rubin said.

Make sure to read over the travel agent’s reviews and any user-generated social content that mentions them, Dr. Anderson said. “If there is no external validation, that’s a red flag.”

How do advisers get paid, and how much will it cost me?

Advisers receive commission from suppliers, typically 10 to 15 percent of the price, when selling cruises, lodging and tours. They also sometimes charge travelers a planning fee, from a few hundred dollars, which may be credited to the final bill if the booking is completed, all the way up to tens of thousands of dollars annually for a luxury concierge travel planner they can call on all year. Mr. Johnson said that he charges a planning fee the first time he works with customers. If they return for other trips, he waives the fee.

Advisers may be tempted to sell you something that will earn them a higher commission, Dr. Anderson said. But, he points out, the same is true for the large online services, which promote hotels that pay them larger commissions. Travelers can ask advisers about specific commissions they receive or how they are affiliated with the products they are recommending, he said.

Sometimes a local tour company will package transportation, lodging and experiences for an adviser, who tacks on a percentage before passing it along to a client. But a bill that is not itemized can make it harder to make trade-offs — between a more expensive hotel and a special experience, for example. If pricing transparency is important to you, discuss it with the adviser up front.

How are A.I. and other technologies affecting travel advisers?

While new technologies are allowing do-it-yourselfers to create their own itineraries online based on individual preferences, and to type questions directly into travel websites, advisers are also taking advantage of those technologies to improve their services. Joan Roca, chief executive of the upscale travel planning company Essentialist said his team “uses technology to enhance the human touch,” employing artificial intelligence to choose options from a database of travel offerings selected by a human team. If a couple wants to take an after-dinner stroll, for example, Essentialist’s app will offer up ideas of where to go, based on what part of the city the travelers are in and conversations they’ve had with their travel adviser.

Open Up Your World

Considering a trip, or just some armchair traveling here are some ideas..

Italy :  Spend 36 hours in Florence , seeking out its lesser-known pockets.

Southern California :  Skip the freeways to explore the back roads between Los Angeles and Los Olivos , a 100-mile route that meanders through mountains, canyons and star-studded enclaves.

Mongolia : Some young people, searching for less curated travel experiences, are flocking to the open spaces of this East Asian nation .

Romania :  Timisoara  may be the most noteworthy city you’ve probably never heard of , offering just enough for visitors to fill two or three days.

India: A writer fulfilled a lifelong dream of visiting Darjeeling, in the Himalayan foothills , taking in the tea gardens and riding a train through the hills.

52 Places:  Why do we travel? For food, culture, adventure, natural beauty? Our 2024 list has all those elements, and more .

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Why travel to Moscow

Contrasts: 12th century monasteries and some of the tallest skyscrapers in Europe can be found side-by-side in this complex and captivating city. The diversity of this mega-city is astounding. Only a few steps away from the solemn red facade of the Kremlin and the sounds of righteous church bells, a buzzing night scene and alternative-fashion boutiques can be found.

Culture: In Moscow only the best goes. Be it a theatre, restaurant or gallery, the standards are certain to be world-class. The Bolshoi ballet company is reputed to be even better than the Mariinsky’s and “MMOMA” (Moscow’s museum of modern art) exhibits works of art as profound as any that could be found in the famed MOMA.

Convenience: Unlike the rest of Russia, it’s easy enough to get by with just English in Moscow and, driving excepted, it is surprisingly safe: the murder rate is lower than in some of America’s major cities.

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Why visit Moscow

It would take more than two days to walk around the perimeter of the biggest city in Europe, Moscow. Many of its inhabitants barely know what’s beyond the few blocks around their flat and there are so many attractions that it’s almost impossible to know where to start. If there is such a thing as an antidote to boredom, Moscow City is it. The mind-boggling range and diversity of things to do, places to eat, parks, historical monuments and more means that a vacation in Moscow has a wealth of activities to offer for every type of traveler, from young families to retirees.

Reasons to Vacation in Moscow in 2022

The Bolshoi theatre is familiar to almost everyone as Russia’s grandest theatre, but what people don’t know is that there are many more bolshoi (big) sites in Moscow that are worth travelling all the way to Moscow to see. For more than 100 years, the world’s biggest bell has been hidden behind the Kremlin’s walls and inside Moscow’s main park (which is bigger than some countries!) there is the world’s largest outdoor ice-rink. Travelers that visit Moscow can stay at the Izmailovo, Europe’s biggest hotel, then eat at the largest and most historic McDonald’s in Europe and after that have fun at the largest European indoor theme park!

Ancient Past & Stunning Architecture:

As those who travel to Moscow will see, just because Moscow is a city of record-breaking, glitzy high-rises doesn’t mean that there is no history. On the famous Arbat street, time-worn, wooden storehouses and century-old churches are squashed up against grey, soviet blocks which are then towered over by 21st century office-blocks. Unlike its much younger sibling, St Petersburg, Moscow’s roots stretch way back to the 12th century. Within the walls of the Kremlin, the city’s oldest building the Cathedral of Assumption can be admired in all its 500+ years of age.

Culture & Convenience

For a foreigner who has never visited Russia, Moscow is the perfect stepping stone into this great land of mystery. From the country’s best classical ballet troupes to snow-white troikas trotting through the parks, all the highlights of Russian culture can be had in Moscow without any of the complications that would be expected in other, less developed regions of Russia.

Cheap as Caviar

In Moscow, everything is bargain when with the current foreign exchange rates being what they are. Even caviar doesn’t seem so dear when the exchange rate is at 60rub to the dollar, so go on indulge yourself! Take your 2022 vacation in Moscow and have the best of both worlds, with European luxury at very affordable prices.

future of travel agency

Lena, our guide in Moscow was excellent. She was very knowledgable and could answer any question we had for her. We liked that she could pick up on our interests and take us places we might not have thought of to go. When we realized that one of the places we had chosen to see would probably not be that interesting to us, she was able to arrange entry to the Diamond Fund and the Armoury for us. Riding the Metro with Lena was a real adventure and a lot of fun. In Saint Petersburg we found Anna well versed in the history of the Tsars and in the Hermitage collection. Arkady in Veliky Novgorod was a very good guide and answered all of our questions with ease. Novgorod was perhaps a long way to go for a day trip, but we did enjoy it. Vasily was a great driver to have and kept us safe with good humour and skill. We enjoyed ourselves so much, my daughter says she is already planning to return. We would both have no hesistation to recommend ExpresstoRussia to anyone we know.

Just wanted to let you know that My grandson Bruno and I couldn´t have been more pleased with our week in Moscow (6/15 - 6/21). We were absolutely enchanted with the whole experience, including getting lost a couple of times in the Metro during our free time. Although both our guides (both Eleanas) were excellent, I would particularly commend the first one (she took us to the Tatiakov, the KGB tour, and to that beautiful cemetery where so many great Russian artists, authors, composers, musicians, militarists, and politicians are buried). Her knowledge is encyclopedic; and her understanding of today´s Russia as a product of its past was, for us, truly enlightening. I will be taking another tour in Russia, with my wife, within the next two or three years. I will be in touch with you when the time comes. Meanwhile, I will refer you to other potential visitors to Russia as I meet them.

We had a great time both in Moscow and St Petersburg. Your travel agency was excellent in coordinating the whole trip. Everything worked like clockwork. The guides assigned to us were very nice and friendly. They had a great knowledge of their subjects. The cars and the drivers were great. The hotels were good and the itinerary was good. All in all, it was a wonderful experience. It was nice dealing with you and your company. Thank you very much for a great Russian experience. Have a great future ahead

  • 31 reviews of Express to Russia Moscow Tours in Moscow

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M25 closure: Everything you need to know as drivers face delays on first morning of 'nightmare' diversion

The UK's busiest motorway is shut in both directions this weekend across a five-mile stretch. Here's what you need to know about how bad traffic could be, a map of the diversion route and why it's happening.

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News reporter

Sunday 17 March 2024 05:25, UK

A section of the M25 is closed while a bridge is demolished. Pic: PA

Drivers are facing significant delays as a section of the M25 shuts in both directions this weekend in an unprecedented move.

Motorists saw two miles of congestion on the approach to the closure in Surrey this morning, as traffic builds along the main diversion route through Byfleet, West Byfleet, Woking and Ottershaw.

National Highways estimated that the average journey time along the diversion route on Saturday morning was 25 minutes.

The closure of a five-mile stretch between junctions 10 and 11 on the UK's busiest motorway is already causing travel chaos - just hours into a two-and-a-half day closure.

Daryl Jordan, of Woking Borough Council, said residents will be "affected massively" by the closure, adding: "It's going to be a nightmare."

South East Coast Ambulance Service, which covers Surrey, also urged drivers to clear the way for ambulances ahead of a "challenging weekend" for crews.

But how long will the section be shut, where are the diversion routes and why is it happening?

More on Travel Chaos

Aerial pictures show the M25 on Friday ahead of this weekend's closure.

M25 closure: Aerial pictures show calm amid weekend gridlock fears with section of motorway shut

File pic: PA

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Here's everything you need to know.

When is the closure and how long will it last?

The closure started at 9pm on Friday 15 March and the section will be shut until 6am on Monday 18 March, covering the five-mile stretch between junction 10 and 11.

What is the diversion route?

Here's the 11.5-mile diversion route that's been outlined by National Highways, which maintains England's motorways:

  • Junction 10 to junction 11: Northbound A3 to Painshill Junction, A245 towards Woking, and then A320 to M25 junction 11
  • Junction 11 to junction 10: A320 south towards Woking, A245 towards Byfleet and Painshill junction, Southbound A3 to junction 10.

You can see it on the map below:

A map showing the M25 closure and the diversion route

And here are some Google Maps screenshots showing roads that are part of the diversion route:

M25 junction 10 towards A3 northbound

Satnav warnings

Drivers are being urged to ignore satnavs and only follow official diversion routes to prevent causing gridlock during an "unprecedented" closure.

Jonathan Wade, National Highways project lead, said the amount of disruption will partly depend on whether drivers stick to official diversions.

"How many people are going to take the initiative and try and use satnavs?" he said.

"There's probably a greater risk of congestion by people just doing their own thing and thinking they can perhaps beat the signs and find a shorter or quicker route.

"That will cause further congestion on some of the key junctions so please avoid doing that if at all possible."

National Highways senior project manager Daniel Kittredge said: "If people move away from diversion routes that we prescribe, it creates additional issues in different parts of the road network.

"The majority of the time that will be local roads, so that really impacts residents in those particular areas.

"That's why we're trying to encourage people to not follow the satnav.

"Stick on the prescribed diversion route. It's going to be more suitable for your journey."

How bad could it be?

It's the first scheduled daytime all-lanes shutdown on the M25 since it opened in 1986, so the full extent of possible delays is not yet known.

This section of the M25 normally carries between 4,000 and 6,000 vehicles in each direction per hour from 10am until 9pm at weekends, so the disruption caused by the works is expected to be significant.

More than 200,000 vehicles are expected to be affected, including many travelling in and out of London, and to and from Heathrow and Gatwick airports and Channel ports.

Business owners along the diversion route have said they were forced to make cuts to their services in anticipation of traffic.

Mark Pollak, owner of Billy Tong, which caters for events and sells biltong at markets, said he expects to see 50% of the firm's turnover for the weekend go "down the drain".

He said he had to refuse a request for Billy Tong to cater an event in Guildford and had to cancel its stall at Surbiton Farmers' Market on Saturday, with staff not wanting to face expected traffic to get to jobs.

What advice has been issued?

"Drivers should only use the M25 if their journey is absolutely necessary," said Mr Wade.

"This is the first of five full closures of one of the busiest junctions on our road network," he added.

"We have spent months planning for these closures and making sure there are diversion routes in place, but there will still be heavy congestion and delays."

'Motorists should decorate the bathroom'

Mr Wade also advised motorists to find something to do at home like " decorate the bathroom " or "play in the garden" ahead of the closure.

He urged people to avoid travelling altogether.

"Avoid the area totally if you can," he told The Independent's daily travel podcast.

"Either avoid travelling completely or find something to do at home, decorate the bathroom or something, I don't know, or play in the garden.

"If you must go, travel by train, walk, use your bicycle.

"If you can, avoid driving anywhere around those diversionary routes."

Airport warnings

People due to travel to Gatwick and Heathrow could also be affected by the closure.

Heathrow Airport is advising passengers planning to use this part of the M25 to allow for extra time before their flight.

"Passengers using public transport should also be aware that The Airline (between Heathrow and Gatwick) and RailAir (RA2), will be running amended timetables over this weekend, please check with your operator for the latest information," their statement said.

A London Gatwick Airport spokesperson told Sky News: "Passengers driving to the airport are advised to check diversion routes before they travel and allow extra time for potential delays.

"Gatwick's train station is well-connected and is a great alternative option for people travelling to the airport this weekend."

'You ain't seen nothing yet'

Steve Gooding, director of motoring research charity the RAC Foundation, said: "For drivers who've already had their patience tried by the queues at the junction 10 works, the phrase 'you ain't seen nothing yet' springs to mind."

"National Highways' plea for people to avoid driving in the area applies not just to trips on the M25, but also to those on surrounding local roads on to which the M25 traffic will be diverted," he added.

"The hope must be that drivers take great care, however frustrating the delays and disruption might be.

"The last thing we need is shunts or crashes, however minor, because the slightest mishap will compound the misery."

Other motoring experts have warned that official estimates of congestion levels may be "optimistic" while local councillors in areas where motorway traffic will be diverted are anticipating "gridlock".

Read more from Sky News: Luxury hotel offers free night's stay if it rains too much 'Absolutely gross' maggots force flight to make U-turn

Why is it happening?

Government-owned company National Highways said the action is necessary to enable a bridge to be demolished and a new gantry to be installed as part of a £317m improvement project.

National Highways says the project will increase the number of lanes and make it easier to enter and exit the M25 at junction 10, which is one of the UK's busiest and most dangerous motorway junctions.

"These improvements will bring long-term benefits to drivers who pass through this stretch of the M25, not to mention pedestrians, cyclists and horse riders who will also see positive changes in the area," Mr Wade said.

Is the closure a one-off?

No - it's just one of five planned full closures between the junctions. The other dates have not yet been confirmed.

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"Three of those closures will be between junctions 10 and 11 - the A320 at Chertsey... and two of them will be between junction 9 at Leatherhead to junction 10 at Wisley," Mr Wade said.

He said the dates of the later stages would be released in due course with motorists given plenty of notice.

"We will not just spring them on people," he said, adding they would take place between May and December.

The project began in summer 2022 and is expected to last three years in total.

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Everything you need to know about space tourism

Posted: October 12, 2023 | Last updated: October 12, 2023

<p>Between floating in weightlessness, <a href="https://timesofindia.indiatimes.com/travel/destinations/international-space-stationa-journey-around-the-earth-every-90-minutes-with-16-sunrises-in-a-day/as71686846.cms#:~:text=separated%20by%20commas)-,International%20Space%20Station%E2%80%94a%20journey%20around%20the%20earth%20every%2090,that%20is%20a%20staggering%20speed.">witnessing 16 sunrises a day</a> and gazing into the infinite void, space travel sure sounds like an out-of-this-world experience. And now, it’s no longer a thing of the future. </p><p>That’s right, soon interstellar awe will be open to (almost) anyone, as billionaires Richard Branson, Jeff Bezos, and Elon Musk are pushing the space tourism industry to a higher orbit. </p>

Between floating in weightlessness, witnessing 16 sunrises a day and gazing into the infinite void, space travel sure sounds like an out-of-this-world experience. And now, it’s no longer a thing of the future.

That’s right, soon interstellar awe will be open to (almost) anyone, as billionaires Richard Branson, Jeff Bezos, and Elon Musk are pushing the space tourism industry to a higher orbit.

<p>Well, it’s almost like regular tourism: travel for recreational and leisure purposes… but in outer space. Some organizations like the <a href="http://www.commercialspaceflight.org/" rel="noreferrer noopener">Commercial Spaceflight Federation</a> and the <a href="http://www.citizensinspace.org/" rel="noreferrer noopener">Citizens in Space project</a> prefer to use the terms “personal spaceflight” or “citizen space exploration,” though.</p><p>In a nutshell, it’s space travel for non-astronauts.</p>

What is space tourism?

Well, it’s almost like regular tourism: travel for recreational and leisure purposes… but in outer space. Some organizations like the Commercial Spaceflight Federation and the Citizens in Space project prefer to use the terms “personal spaceflight” or “citizen space exploration,” though.

In a nutshell, it’s space travel for non-astronauts.

<p><a href="https://www.washingtonpost.com/technology/2021/06/08/space-tourism-questions-answers/">Anyone</a>! Well, that is, anyone with enough money. No need to have any previous science qualifications or NASA training, especially since a trained crew will escort tourists on their galactic journey.</p><p>According to Virgin Galactic, future space tourists will be between 10 and 90 years old, and come from diverse professional and cultural backgrounds.</p><p>The only thing you need? The desire to explore the universe!</p>

Who can travel to space?

Anyone ! Well, that is, anyone with enough money. No need to have any previous science qualifications or NASA training, especially since a trained crew will escort tourists on their galactic journey.

According to Virgin Galactic, future space tourists will be between 10 and 90 years old, and come from diverse professional and cultural backgrounds.

The only thing you need? The desire to explore the universe!

<p>The main difference between <a href="https://www.space.com/suborbital-orbital-flight.html">orbital and suborbital flights</a> lies in the trajectory and speed of the vessels. </p><p>To go into orbit, a rocket or spaceship needs to follow a path that goes around the Earth at the very fast minimum speed of 7.7 kilometres (4.8 miles) per second, in order to keep circling and never fall back down.</p><p>It allows astronauts and travellers to stay in space for extended periods of time, hence it is for now the preferred type of flight.</p>

What is orbital travel?

The main difference between orbital and suborbital flights lies in the trajectory and speed of the vessels.

To go into orbit, a rocket or spaceship needs to follow a path that goes around the Earth at the very fast minimum speed of 7.7 kilometres (4.8 miles) per second, in order to keep circling and never fall back down.

It allows astronauts and travellers to stay in space for extended periods of time, hence it is for now the preferred type of flight.

<p>A <a href="https://theconversation.com/first-space-tourists-will-face-big-risks-as-private-companies-gear-up-for-paid-suborbital-flights-138766">suborbital flight</a>, which is what Branson and Bezos did, “just” requires enough energy to blast off to space and then naturally fall back to Earth, making a huge arc.</p><p>It requires less energy and is less costly than orbital flights, thus opening doors for relatively affordable space tourism in the future.</p><p>Passengers would experience up to six minutes of weightlessness and a grandiose view.</p>

What is suborbital travel?

A suborbital flight , which is what Branson and Bezos did, “just” requires enough energy to blast off to space and then naturally fall back to Earth, making a huge arc.

It requires less energy and is less costly than orbital flights, thus opening doors for relatively affordable space tourism in the future.

Passengers would experience up to six minutes of weightlessness and a grandiose view.

<p>Although <a href="https://www.washingtonpost.com/technology/2021/06/08/space-tourism-questions-answers/">Virgin Galactic</a> doesn’t explicitly list its physical requirements, they did say astronauts would have to pass certain medical checkups and training programs. Blue Origin, on the other hand, has said that training for suborbital trips will only take a day. </p><p>And of course, any space tourist will also have to pass a series of thorough tests to determine whether they’re fit to fly up there. </p><p>Once in space, you may have to perform small bouts of exercise to <a href="https://www.space.com/average-person-exercise-during-commercial-spaceflight">prevent muscle wasting</a>, which takes place after just seven days.</p>

How do you prepare?

Although Virgin Galactic doesn’t explicitly list its physical requirements, they did say astronauts would have to pass certain medical checkups and training programs. Blue Origin, on the other hand, has said that training for suborbital trips will only take a day.

And of course, any space tourist will also have to pass a series of thorough tests to determine whether they’re fit to fly up there.

Once in space, you may have to perform small bouts of exercise to prevent muscle wasting , which takes place after just seven days.

<p>As its name hints, <a href="https://www.cbc.ca/radio/quirks/first-private-trip-to-the-moon-could-be-a-tremendous-boost-or-bust-for-space-tourism-1.5937240">lunar tourism</a> is the project of sending paying travellers to the moon. The first one could happen as soon as 2023, and would consist of a loop flight.</p><p>But three types of lunar tourism could be available in the near future: circumlunar trajectory, lunar orbit, and even lunar landing.</p><p>How cool would it be to say to someone, upon returning from a lunar vacation, “I’ve literally loved you to the moon and back”?</p>

What is lunar tourism?

As its name hints, lunar tourism is the project of sending paying travellers to the moon. The first one could happen as soon as 2023, and would consist of a loop flight.

But three types of lunar tourism could be available in the near future: circumlunar trajectory, lunar orbit, and even lunar landing.

How cool would it be to say to someone, upon returning from a lunar vacation, “I’ve literally loved you to the moon and back”?

<p>Admittedly, space is a vast place. So <a href="https://www.theguardian.com/science/2012/jun/15/spacewatch-astronauts-planets-atmosphere" rel="noreferrer noopener">where exactly would tourists go</a>?</p><p>First, any space travel begins with the <a href="https://astronomy.com/news/2021/03/the-krmn-line-where-does-space-begin">Kármán line</a>, which lies at 100 kilometres (62 miles) above sea level and is commonly accepted as the limit between Earth’s atmosphere and outer space.</p><p>Then, there are several options: orbital, suborbital, and lunar space tourism.</p>

Where does space tourism take place?

Admittedly, space is a vast place. So where exactly would tourists go ?

First, any space travel begins with the Kármán line , which lies at 100 kilometres (62 miles) above sea level and is commonly accepted as the limit between Earth’s atmosphere and outer space.

Then, there are several options: orbital, suborbital, and lunar space tourism.

<p>Yes! From 2001 to 2009, the Russian space agency and the U.S.-based space tourism company <a href="https://www.space.com/space-adventures-roscosmos-tourist-flight-spacewalk-2023.html">Space Adventures</a> took seven (very wealthy) members of the public for several orbital space travels to the International Space Station. </p><p>The flights took place aboard the famous spacecraft Soyuz but stopped in 2010, since the crew of actual astronauts grew bigger and left no more seats available for paying space tourists.</p>

Have touristic space travels already occurred?

Yes! From 2001 to 2009, the Russian space agency and the U.S.-based space tourism company Space Adventures took seven (very wealthy) members of the public for several orbital space travels to the International Space Station.

The flights took place aboard the famous spacecraft Soyuz but stopped in 2010, since the crew of actual astronauts grew bigger and left no more seats available for paying space tourists.

<p>The American businessman Dennis Tito became officially <a href="https://www.cnn.com/travel/article/space-tourism-20-year-anniversary-scn/index.html#:~:text=(CNN)%20%E2%80%94%20On%20April%2030,the%20world's%20first%20space%20tourist.">the first space tourist</a> in April 2001, when he stayed for seven days on the International Space Station.</p><p>He was followed by six multimillionaire fellows from various countries: South African entrepreneur Mark Shuttleworth, American scientist Gregory Olsen, Iranian engineer Anousheh Ansari (the first female space tourist), Hungarian-American computer programmer Charles Simonyi, British video game mogul Richard Garriott, and Canadian businessman Guy Laliberté.</p><p>On July 11, 2021, billionaire Richard Branson, along with three Virgin Galactic employees and two pilots, reached an altitude of <a href="https://www.bbc.com/news/science-environment-57797297">85 kilometres (53 miles) above Earth</a> aboard his Virgin Galactic rocket plane, the Unity. Less than 10 days later, on July 20, the world’s richest man, Amazon’s Jeff Bezos, briefly entered space on <a href="https://www.theatlantic.com/science/archive/2021/07/jeff-bezos-blue-origin-successful-flight/619484/">Blue Origin</a>, his private space company’s reusable rocket. He was joined by his younger brother Mark, Dutch teenager Oliver Daemen, and Wally Funk, who, at 82 years old, became the oldest astronaut. </p>

Who were the first space tourists?

The American businessman Dennis Tito became officially the first space tourist in April 2001, when he stayed for seven days on the International Space Station.

He was followed by six multimillionaire fellows from various countries: South African entrepreneur Mark Shuttleworth, American scientist Gregory Olsen, Iranian engineer Anousheh Ansari (the first female space tourist), Hungarian-American computer programmer Charles Simonyi, British video game mogul Richard Garriott, and Canadian businessman Guy Laliberté.

On July 11, 2021, billionaire Richard Branson, along with three Virgin Galactic employees and two pilots, reached an altitude of 85 kilometres (53 miles) above Earth aboard his Virgin Galactic rocket plane, the Unity. Less than 10 days later, on July 20, the world’s richest man, Amazon’s Jeff Bezos, briefly entered space on Blue Origin , his private space company’s reusable rocket. He was joined by his younger brother Mark, Dutch teenager Oliver Daemen, and Wally Funk, who, at 82 years old, became the oldest astronaut.

<p>Unlike past tourism experiments, which took place aboard vessels sent off for scientific purposes, future travels will happen on private companies’ flights set up solely for space tourism. </p><p>Those pioneering aerospace companies are <a href="https://www.virgingalactic.com/" rel="noreferrer noopener">Richard Branson’s Virgin Galactic</a>; <a href="http://www.spacex.com/" rel="noreferrer noopener">SpaceX, founded by Tesla co-founder Elon Musk</a>; and <a href="https://www.blueorigin.com/" rel="noreferrer noopener">Blue Origin</a>, created by Amazon founder Jeff Bezos.</p>

Who would be the space tourism “agencies”?

Unlike past tourism experiments, which took place aboard vessels sent off for scientific purposes, future travels will happen on private companies’ flights set up solely for space tourism.

Those pioneering aerospace companies are Richard Branson’s Virgin Galactic ; SpaceX, founded by Tesla co-founder Elon Musk ; and Blue Origin , created by Amazon founder Jeff Bezos.

<p>Sooner than you think. According to <a href="https://www.forbes.com/sites/geoffwhitmore/2021/07/14/space-travel-updates-when-will-we-be-able-to-travel-to-space/?sh=12e9f52e6dff"><em>Forbes</em></a>, Virgin Galactic’s successful trip means the company could start sending civilians up into space as soon as early 2022. Likewise, Blue Origin, which has a Federal Aviation Administration licence for human space travel through August 2021, could officially enter the space tourism game by early 2022.</p>

When will space tourism happen?

Sooner than you think. According to Forbes , Virgin Galactic’s successful trip means the company could start sending civilians up into space as soon as early 2022. Likewise, Blue Origin, which has a Federal Aviation Administration licence for human space travel through August 2021, could officially enter the space tourism game by early 2022.

<p>It’s not exactly clear at the moment, but there have been some indications. For example, Virgin Galactic began selling ticket reservations for <a href="https://slate.com/technology/2021/07/blue-origin-cost-jeff-bezos-space-virgin-galactic-spacex.html">US$250,000</a> and sold roughly 600, before a test crash in 2014 brought sales to a halt. They’re expected to start selling tickets again in 2022, but at a much higher price.</p><p>It was reported in 2018 that seats on Bezos’s Blue Origin would also cost in the ballpark of US$200,000 to US$300,000, but that could change given how high demand is. At a recent auction, the winning bid for a seat aboard the company’s first spaceflight was a whopping <a href="https://www.cnbc.com/2021/06/12/jeff-bezos-blue-origin-auctions-spaceflight-seat-for-28-million.html">US$28 million</a>.</p><p>The bottom line is, those hoping to take a trip around the stars will either need to know someone or have hundreds of thousands (likely even millions) of dollars to spare.</p>

How much will it cost?

It’s not exactly clear at the moment, but there have been some indications. For example, Virgin Galactic began selling ticket reservations for US$250,000 and sold roughly 600, before a test crash in 2014 brought sales to a halt. They’re expected to start selling tickets again in 2022, but at a much higher price.

It was reported in 2018 that seats on Bezos’s Blue Origin would also cost in the ballpark of US$200,000 to US$300,000, but that could change given how high demand is. At a recent auction, the winning bid for a seat aboard the company’s first spaceflight was a whopping US$28 million .

The bottom line is, those hoping to take a trip around the stars will either need to know someone or have hundreds of thousands (likely even millions) of dollars to spare.

<p>The development of space tourism vehicles is still an ongoing project. </p><p>But a few options already exist, like Virgin Galactic’s spaceplanes that can carry up to eight people, or <a href="https://www.spacex.com/vehicles/dragon/">SpaceX’s Dragon spacecraft</a>, launched by the Falcon Heavy rocket. </p><p>Blue Origin’s New Shepard looks more like a regular rocket that takes off and lands vertically, but also claims to offer the biggest windows of any spacecraft—a good selling point. It comfortably sits six people and is fully autonomous, meaning no pilot onboard.</p>

How do we get there?

The development of space tourism vehicles is still an ongoing project.

But a few options already exist, like Virgin Galactic’s spaceplanes that can carry up to eight people, or SpaceX’s Dragon spacecraft , launched by the Falcon Heavy rocket.

Blue Origin’s New Shepard looks more like a regular rocket that takes off and lands vertically, but also claims to offer the biggest windows of any spacecraft—a good selling point. It comfortably sits six people and is fully autonomous, meaning no pilot onboard.

<p>Needless to say, travelling to space is <a href="https://www.nasa.gov/hrp/bodyinspace">no walk in the park.</a></p><p>You’re eager to experience the joys of floating in microgravity? You better also get prepared to endure several physical discomforts: nausea and sea sickness, dizziness, headache, disorientation, puffy face, and bloodshot eyes.</p><p>But astronauts and previous space tourists agree that the body adjusts fairly quickly, getting used to its spatial environment in about three days.</p>

What does it feel like?

Needless to say, travelling to space is no walk in the park.

You’re eager to experience the joys of floating in microgravity? You better also get prepared to endure several physical discomforts: nausea and sea sickness, dizziness, headache, disorientation, puffy face, and bloodshot eyes.

But astronauts and previous space tourists agree that the body adjusts fairly quickly, getting used to its spatial environment in about three days.

<p><a href="https://www.wsj.com/articles/jeff-bezos-and-other-space-tourists-will-enter-sparse-regulatory-territory-11623325460">Safety is a reasonable concern</a>, considering the many hazards involved in space travel: the probability of a crash, exposure to cosmic radiation, and even unknown dangers that could emerge with this new industry. But here is the real question for any adventurer: is the thrill worth the risk?</p>

Is it safe?

Safety is a reasonable concern , considering the many hazards involved in space travel: the probability of a crash, exposure to cosmic radiation, and even unknown dangers that could emerge with this new industry. But here is the real question for any adventurer: is the thrill worth the risk?

<p>For many tourists, food is a crucial criterion for a successful vacation. But outer space is no place for gourmets, at least not yet. Interstellar tourists can expect to enjoy mostly canned, modified, and pre-packaged meals (such as space burritos and freeze-dried ice cream). But soon, <a href="https://www.nasa.gov/exploration-research-and-technology/growing-plants-in-space/" rel="noreferrer noopener">thanks to NASA’s veggie farm</a>, space tourists might be able to savour space-grown salads. </p>

What is the food like?

For many tourists, food is a crucial criterion for a successful vacation. But outer space is no place for gourmets, at least not yet. Interstellar tourists can expect to enjoy mostly canned, modified, and pre-packaged meals (such as space burritos and freeze-dried ice cream). But soon, thanks to NASA’s veggie farm , space tourists might be able to savour space-grown salads.

<p>Orbital space travel allows you to stay up there for a few days or even weeks. At that point, you might want to stretch your legs outside of the spacecraft, right? Well, in the future, space stations could be used as hotels: the Genesis inflatable habitats by Bigelow Aerospace and the <a href="http://spaceislandgroup.com/home.html" rel="noreferrer noopener">Space Island Project</a> are existing examples. Make sure to book a room with a view of planet Earth!</p>

What about the accommodations?

Orbital space travel allows you to stay up there for a few days or even weeks. At that point, you might want to stretch your legs outside of the spacecraft, right? Well, in the future, space stations could be used as hotels: the Genesis inflatable habitats by Bigelow Aerospace and the Space Island Project are existing examples. Make sure to book a room with a view of planet Earth!

How to pack a space suitcase?

Packing a suitcase for a trip through the cosmos is actually less of a headache than doing so for a weekend vacation on Earth. Just keep in mind that it’s impossible to do laundry in space, so pack clothes accordingly : stock up on underwear, light clothing (space station temperature is controlled at about 22 degrees Celsius, or 72 degrees Fahrenheit), and exercise outfits. Outerwear will be provided: an orange suit for takeoff and re-entry, and a white one for potential space strolls.

<p>With ecotourism being a growing trend and concern over the last few years, the question is legitimate. Well, bad news: space travel could have a negative impact by <a href="https://www.space.com/environmental-impact-space-tourism-flights">accelerating global warming</a>. This would be caused by the black carbon released into the stratosphere after suborbital launches. But of course, <a href="https://www.news.com.au/technology/environment/virgin-galactic-space-tourism-wont-hurt-environment-says-richard-branson/news-story/0c03b11efe10fa48a3296f6f361b7557">entrepreneurs in the industry claim</a> that the carbon footprint of space tourism would be minimal. The truth is, rockets emit 50 to <a href="https://www.space.com/space-tourism-rockets-emit-100-times-more-co2">100 times more CO₂ per passenger</a> than a regular flight. Considering that Virgin Galactic plans to do 400 trips per year, that’s a lot of CO₂ entering the atmosphere.</p>

Is it eco-friendly?

With ecotourism being a growing trend and concern over the last few years, the question is legitimate. Well, bad news: space travel could have a negative impact by accelerating global warming . This would be caused by the black carbon released into the stratosphere after suborbital launches. But of course, entrepreneurs in the industry claim that the carbon footprint of space tourism would be minimal. The truth is, rockets emit 50 to 100 times more CO₂ per passenger than a regular flight. Considering that Virgin Galactic plans to do 400 trips per year, that’s a lot of CO₂ entering the atmosphere.

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We provide authentic, informative and memorable tour packages and city tours, at very competitive prices. Visit Moscow Tours are available not only in Moscow, but also in other cities: Saint Petersburg, Kazan, Suzdal and Sergiev Posad.  We also organise customised individual programs tailored just for you.

Our guests come in large groups, small private groups, as couples or as single travellers. We take care of and treat our guests with respect in a friendly and warm family environment. We show people our beautiful cities with passion and deep knowledge of their history, culture and traditions.

Our guides are extremely hospitable, helpful and well-informed. They are simply the best because only by providing the best services can we make the world fall in love with Russia. And we are very happy when our guests say that they will definitely come back to Russia and that they will tell all their friends how great Russia is! That is what inspires us to put even more dedication and hard work into our tours, knowing that what we do is positive and meaningful.

Our classic tours include tours of Moscow and Saint Petersburg, two main Russian cities.

Moscow is a big and busy  megalopolis and Russia’s capital city, where more than 12 million people live and work. Our capital city is happening place; it is mysterious, elegant, luxurious, fashionable, clean and bright, with its unique legends, traditions and events. It is with great pride that we show the Red Square and the Kremlin, our Underground and Tretyakovskaya Gallery, among other stunning attractions.

Saint Petersburg is our second capital,  the second largest city in the Russian Federation. This wonderful city has a strong and lively aristocratic spirit, uniquely Russian royal architecture, magnificent museums and theatres. Saint Petersburg bears the royal heritage of Russia, which can be felt in its air, its streets, parks, monuments, museums and citizens.  In Saint Petersburg tours, we will take you to the Hermitage, Peter and Paul Fortress, Faberge Museum and Orthodox Cathedrals. We’re sure you will love it!

If you have a few more days to spare, venture into the dreamy Russian countryside in Suzdal or Sergiev Posad. Suzdal is a small town with a population of about ten thousand people, situated on less than 15 square kilometres. This tiny area is home to 53 historic cathedrals, five monasteries and a kremlin. Church domes are visible like mushrooms from anywhere and everywhere in the town like in a fairy tale. No wonder Suzdal is called the ‘Town Museum”.  It is definitely worth visiting!

Just try any of Visit Moscow Tours’ tour packages or any individual city tour, and we promise that you will want to come back to Russia again.  Russia is huge with countless amazing places to visit. There are so many unique experiences to be had and energies to be felt that one tour is definitely not enough to explore this vast land. It is also a very safe destination to travel, and we have a tradition of warm hospitality. Our people adore and take care of visitors as our own guests, and even if they do not know your language very well, they still try to be helpful and hospitable.

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We build effective communication between companies. We attract new clients and help you keep those that you already have. We help global business build corporate communications and sales in a consistent manner by means of PR, content marketing, event management, and other tools. We develop unique strategies for your business to achieve its goals.

Wolters Kluwer

The online games market is growing every year. A bigger market share is occupied by mobile games. We know the audience of online games and know how to work with it. We promote and bring games to the market, expand user audience or create it from scratch

Bigpoint

Russians pay more and more attention to real estate beyond Russia. Nowadays, they are not only deep-pocketed people, but also ones with moderate means. We know wishes of the Russian audience and offer effective strategies to promote foreign projects in Russia. We find clients and investors for developer projects in European and Asian countries.

Phuket

We help international companies and their products or services take their place in the Russian market. We deal with product promotion in social media, media, and offline. We will help you take a place on a shelf of major retailers and tell potential buyers about it.

Parachute

We know everything about Russian tourists. We help build and implement strategies to attract them to different countries. We deal with promotion of travel destinations in traditional offline media, think over special projects in mass media, organize digital marketing, and do joint projects with tour aggregators

Indonesia

How to gain b2b and b2c audience's confidence in Russia?

We understand what is inside of Russia!

MEDIA BUYING

Do you know that Russians do not value cheap items? And the English word “bargain” cannot be translated properly into Russian, because the idea of a good or service of high quality which has a reasonable price is foreign to ordinary people. But a "freeloader" (“khalyava”) is a different story. The fact that upscale goods can be gotten for free does not make the goods seem to be any worse. This is one of the differences between Russian consumers and the consumers of other nationalities. The RMAA helps international businesses to communicate with Russian audiences as in the complex field of b2b and as well as in the mass markets.

Start work with Russia

Founded 2008

Founded 2008

RMAA was founded as a traditional advertising agency, and for more than 10 years we’ve become a group of industry-focused marketing teams and increased our service offerings to include marketing, advertising, consulting and strategy solutions.

Clients

At RMAA, it’s all about the relationship with clients. We are doing a lot of great work together with travel, gaming, beauty, complex b2b and other industries. Check our clients list here.

Cases 200

We`ve accomplished more than 200 cases helping our clients to increase their businesses on the Russian market.

Why RMAA Agency?

We are a team of talented individuals who love Russia and thoroughly understand Russia's insights. We truly understand what b2b and b2c companies need to do to win the favour of the Russian audience

Our clients choose us because working with a single team is easier than juggling multiple agencies

We are independent. Our management decisions are not influenced by the politics or requirements of a large holding network, so we avoid high overhead expenses and operate more economically. RMAA only answers to one authority: the client.

We are boutique marketing agency that work with limited number of clients with a unique approach because we believe that each client is special. We don`t strive to serve huge flow of clients.

We help brands navigate cultural and linguistic barriers to communicate their stories consistently to the Russian audience.

Digital Marketing book

Russian Digital Market Overview 2023

Complete Guide

to Create a Digital Marketing Strategy in the Russian Market

White paper book

HOW TO SELL TO RUSSIAN LARGE COMPANIES?

White Paper:

Learn how to conquer this billion-dollar marketplace

Media Buying book

How does the media-buying market in Russia work?

New reality 2023

Media buyers’ quick guide for effective work in Russia

Russian Tourism Market Report

RUSSIAN TOURISM MARKET REPORT:

Trends, Analysis & Statistics

How to impress Russian tourists and attract them to your country.

Clients Testimonials

VisitKarelia's winter marketing campaign for the Russian market won bronze and silver in the competition of marketing agencies in Russia! Thank you for implementing RMAA - Marketing Agency! In the marketing campaign, we had the opportunity to implement new, bold approaches to increase awareness of the region.

Client photo 3

Anna Härkönen in

Visitkarelia Destination Project Coordinator

Appreciate the creativity and professional client servicing of RMAA Agency.

Client photo 4

Ms. Bashi Fernando

Area Manager, Dilmah Ceylon Tea Company PLC Colombo

RMAA Group has been a strong partner for over five years. Their expertise on the Russia market has been invaluable to us and our clients. In addition, RMAA Group is flexible, creative and client focused which has been important for us as we’ve grown and evolved our global business.

Client photo 1

CHANDOS QUILL in

VP, Global Data and Strategic Alliances, Acxiom Corporation

RMAA Group has been a greatly partner for our campaign. Our collaboration with RMAA Group has allowed us to enter new territories and collect a lot of valuable intelligence on new marketing channels and attracting new audiences. RMAA Group`s team has been a greatly partner for our campaign and we look forward to working with them again.

Client photo 2

Thyge Backen in

Media Marketing Manager, Bigpoint GmbH

Working with Vadim and his team on an advertising campaign (focus: Russian-speaking YouTubers) for our PC space simulation game "X4: Foundations" was professional, responsive and targeted. No fairy tales, but facts and realistic implementations. I am satisfied with the results of the campaign and the probability that we will work with RMAA again in the future is high.

Client photo 3

Gregory Wintgens in

Head of Marketing & PR bei EGOSOFT

Working with the RMAA team, we value their flexibility and ability to accept our objections. The RMAA Agency's team is very good, we recommend them.

Raweewan Sangchan

Chief of the Tourism Authority of Thailand

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Newsletters

Join 1000+ of your peers! We run different newslellerts on following topics:

B2B Marketing in Russia

Russia Digital Marketing

Media Buying in Russia

The Latest From Blog

The Latest For Our Blog

Mastering How to Promote Mobile Games in Russia

18 March 2024

News image

RMAA Group announced updated White Papers for 2018 about digital amd media-buying marketing in Russia

6 March 2018

RMAA office in Moscow

Moscow city

RMAA Moscow

123317, Russia

Moscow, Presnenskaya emb. 12,

Moscow-City, Federation Tower,

Moscow 1

+74958189658

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IMAGES

  1. 5 innovations transforming the travel industry

    future of travel agency

  2. Global Future of Tourism and Travel Industry that You Need to Know

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  3. Future of Travel

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  4. Travel Agents and Tour Operators: Thriving in the Digital Era

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  5. Give your Travel Enterprise a Boost with Cutting-Edge Travel Technology

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  6. The Future of the Retail Travel Agency

    future of travel agency

COMMENTS

  1. 15 Travel Trends That will Change the Industry

    All eyes are on the future as travel industry experts predict the top trends affecting travel. ... (ASTA) estimates that prior to the pandemic, there were nearly 15,000 retail travel agency locations in the U.S. employing more than 108,000 people, and another 60,000 self-employed travel advisors working as independent contractors. According to ...

  2. What's the State of Travel Agencies and Advisors in 2024?

    A majority of advisors chose their host based on referrals from colleagues or friends, and a majority paid somewhere between $100 and $500 in annual fees to the host agency, with 14% paying more ...

  3. The Future of the Travel Agency Industry

    Book a Demo with Locomote Today. Travel management software can empower your travel agency. Locomote is an end-to-end corporate travel system with a range of workflows and features that navigate the entire travel process in one powerful platform. Locomote provides better travel experiences, more travel choice and improved travel intelligence.

  4. The future of the travel industry: Make it better, not just safer

    This desire to build memories, to connect with people, and to see new places drove 1.4 billion of us to travel internationally in 2019. 1 Creating safer travel experiences is now paramount to protect this privilege. Now is clearly a moment of crisis for the travel industry. Available seat miles on US airlines were down 71 percent in April 2020 ...

  5. The Travel And Tourism Industry By 2030

    They will be more likely to survive and thrive. As an ex-strategy consultant and public speaker on digital and technology trends, and now running venture-backed, travel-tech startup Beyonk, here ...

  6. Digital Transformation for Travel Agencies and Professionals

    The travel industry has been in recovery mode for the past few years, with overall global performance finally returning to 2019 levels in 2023. Driven by a global wave of digital adoption, the ...

  7. The Future of Travel: How Technology is Reinventing the Role of Travel

    In short, the future of travel agents is one where technology and personalization go hand in hand. By leveraging technology to provide personalized recommendations, secure transactions, and immersive experiences, travel agents can ensure their relevance in the ever-evolving travel industry. Post Views: 44.

  8. The Future of Travel Agents

    Global Rental Car Company Drives into the Future with Cloud Computing. Travel agencies have seen a bump in business as a result. Take travel agency network Viruoso, which says it has seen a 50% increase in the number of people seeking out travel advisers since January 2021. "Advisers have always acted as advocates for their clients, and it ...

  9. The future of travel and tourism as per 4 sector leaders

    The global travel and tourism sector's post-pandemic recovery is gaining pace as the world's pent-up desire for travel rekindles. The difference in international tourist arrivals in January 2021 and a similar period in January 2022 was as much as the growth in all of 2021. However, with $4.5 trillion in GDP and 62 million jobs lost in 2020 ...

  10. The Travel Agent of the Future

    The Bureau of Labor Statistics (BLS) predicts that travel agent employment will decline by another 12% from 2014 to 2024, attributing the drop to the increased ease and popularity of online booking, notably on mobile devices. The BLS estimates that reservation agents and travel clerks (i.e., representatives of travel, transportation, and ...

  11. Top Travel Industry Trends (2024-2027)

    Startups Revitalizing Travel. Important Restaurant Industry Trends. The travel and tourism industry is growing at an annual rate of 4.41%. By 2026, the projected market value will be just under $1 billion. Here are seven trends driving the future of the travel space. 1. Travelers go it alone.

  12. The Re-Reinvention of the Travel Agent

    Travel agents, sometimes called advisors, have seen many changes through the years, but the pandemic altered their profession in unimaginable ways. And that upheaval's not dying down anytime soon ...

  13. The promise of AI in the travel industry

    Every generation has its own "golden age" of travel, often defined by the widespread adoption of new technology—from the jet engine of the 1950s that drastically reduced travel times to the dot-com period of the 1990s that allowed customers to build their dream itineraries online. Today, a new era of digitally enabled travel is upon us. Advances in artificial intelligence (AI), including ...

  14. 2024: The Future of the Travel Industry

    In our rapidly evolving world, the travel industry is one that gets seasoned with new tastes every day, making it harder to predict which elements will be popular tomorrow or even next year. One aspect, however, we can confidently forecast is the rise of top host agencies ruling this exciting industry by 2024. What Sets Top Host Agencies Apart? Host agencies are an integral part of the travel ...

  15. Challenges Facing Travel Agencies 2022 & Travel Professionals

    16 Top Challenges Facing Travel Agencies 2022 and Beyond Inflation. The current evolution of inflation in the U.S. economy will have a horrible effect on the travel and tourism sector of the travel industry. During the inflationary and stagflationary periods of the 1970s, 80s and 90s price increases on all aspects of leisure and business travel ...

  16. The impact of AI on the travel industry

    The travel industry is facing new disruptions from AI. ... What AI means for travel—now and in the future. November 2, 2023 | Podcast. Alex Cosmas Vik Krishnan. ... through desk agents, through guest agents. AI is already being applied in the travel sector in spades—specifically, in the operation of schedule assets and the optimized ...

  17. The Future of Travel: Technologies Shaping the Industry ...

    The travel industry's future is at a turning point as we celebrate National Travel and Tourism Week in a year in which the world continues to reopen and recover from the pandemic. Emerging technologies might never fully replace the travel experiences that people love, but they can add extra safety, save time, draw interest and even take ...

  18. 2023: The Changes We Can Expect To See In The Travel Industry

    Vacation Travel. AdobeStock_280828143. The global travel industry, valued at $2 trillion*, has largely embraced digitization, but the inter-city transportation segment, which is estimated at 9% ...

  19. Four Keys To Understanding Travel And Hospitality In 2024

    1. All eyes are on the supply chain. Travel passenger volume rebounded dramatically after the pandemic-lows, and they show few signs of slowing.While this positive growth could be a boon for the ...

  20. 4 things travel agents can do to stay relevant in 2024

    There was a point not so long ago when the future of travel agents seemed somewhat uncertain. The rise of online travel agencies and travel booking websites, coupled with a massive increase in the ...

  21. Will 2024 Be the Biggest Travel Boom Year Ever?

    In the view of TravelSalesGroup President and CEO Heather Di Pietro, luxury travel will gain further momentum this year. "My biggest prediction for luxury travel is that it will continue to be very strong and sales will continue to grow, making 2024 =our best year yet for luxury travel," she said

  22. Future Travel Agency

    Future Travel Agency. 755 likes. Brusubi Phase 2 Extension. AU Highway. We are a fully licensed IATA Travel Agent. Qualified Staff with years of Experience. Reasonable and Competitive Rates.

  23. Planning a Trip? Tips and Tricks for Working With a Travel Adviser

    Decades ago, your vacation most likely began with a visit to a travel agent, who relied on a combination of expertise and connections to find the best deals on plane tickets, hotels, tours and more.

  24. Guide to Moscow for Traveling to Moscow in 2022

    The diversity of this mega-city is astounding. Only a few steps away from the solemn red facade of the Kremlin and the sounds of righteous church bells, a buzzing night scene and alternative-fashion boutiques can be found. Culture: In Moscow only the best goes. Be it a theatre, restaurant or gallery, the standards are certain to be world-class.

  25. Representatives From Over 100 Countries Took Part in the "Open

    Open Innovations - 2019. 23 Oct, 2019, 12:47 ET. MOSCOW, Oct. 23, 2019 /PRNewswire/ -- The VIII Moscow International Forum of Innovative Development "Open Innovations" took place in Moscow - the ...

  26. M25 closure: Everything you need to know as drivers face delays on

    People due to travel to Gatwick and Heathrow could also be affected by the closure. Heathrow Airport is advising passengers planning to use this part of the M25 to allow for extra time before ...

  27. Everything you need to know about space tourism

    From 2001 to 2009, the Russian space agency and the U.S.-based space tourism company Space Adventures took seven (very wealthy) members of the public for several orbital space travels to the ...

  28. NASA to Highlight Artemis, US Space Leadership During Annual Address

    NASA Administrator Bill Nelson will discuss the agency's goals for the benefit of humanity during the annual State of NASA address on Monday, March 11. The event will coincide with the release of the Biden-Harris Administration's fiscal year 2025 budget proposal.

  29. Russian travel agency

    The Food Tour by Visit Moscow Tours is a perfect chance to sample all the variety of cuisines of the former Soviet Republics and to understand the Russian customs, traditions and ways of life. You will taste Russian, Ukrainian and Georgian food. Meeting time: from 9 a.m. to 4 p.m. Meeting point:

  30. RMAA Group

    RMAA. Founded in 2008 and based in Moscow, the RMAA marketing agency creates for its clients a detailed and extensive understanding on how to increase sales, improve their marketing techniques and grow businesses and brands in Russia and the CIS. Not only do we create plans, we implement them as well. Through consulting, technology, design, and ...