It’s hard to imagine an industry that has been affected more
by technology and world affairs than the travel industry.
While all businesses are affected by change, within the
travel industry, travel agencies either deal with change or
close their doors.
For
agencies that have survived—or even thrived—change has been
a catalyst for new business models that have improved
service to clients while sustaining the agencies.
True, the number of travel agencies has shrunk dramatically
over the years as a result of deregulation, the evaporation
of airline commissions, the tragedies of Sept. 11, and the
harsh realities of today’s economy. Agencies with a future
are delivering service and value to clients in the present.
Among area travel agencies that have found their niche are
Port Orange Travel and Odyssey Travel in Ormond Beach. Their
common thread is a love of travel and a commitment to client
service.
“Some online booking services actually are owned by
airlines, a fact not widely known to buyers of online
tickets,” said Kelley. “We offer many services with no fee.
And while we charge a fee for booking airline tickets, we
can search industry sources such as The SABRE Travel Network
and monitor alerts to get the best itinerary and the best
deal for clients, often saving them time and money.”
Kelley acknowledged that misinformation regarding travel
agency services and fees has caused many travelers to stop
using travel agencies, driving many out of business.
Port Orange Travel offers a wide range of travel services
including cruises, independent and escorted tours,
international travel and airline tickets. “Service is our
goal for every client on every trip, regardless of whether
it is a simple business trip or a once-in-a-lifetime exotic
vacation,” Kelley said. The agency also books business
travel for area companies.
Odyssey Travel in Ormond Beach also is marking 25 years in
business. While it began as a conventional travel agency in
1985, it made a significant shift in its business model
about 10 years ago and does charge fees for some of its
services.
“To
be successful in the travel business you have to enjoy
change because that’s what we experience…every day,” said
Karen Upchurch, president of Odyssey Travel. “In 1998 we
became a Virtuoso travel agency to serve the upscale
traveler. These travelers turn to us for professional advice
in planning their travel. They appreciate our experience as
discriminating travelers and travel professionals. And they
are happy to pay fees for the services that assure the best
possible travel experiences.”
Virtuoso is a consortium of travel agencies that qualify for
the designation based on experience, quality of service,
financial strength and myriad other factors. The network
includes more than 6,000 travel advisors associated with 300
agencies in 22 countries. Member agencies are not
competitors but work together as partners helping to
maximize the travel experience for each client. Its global
reach not only helps make every travel experience better,
but also provides a support system for clients in need of
assistance or special services where their travels take
them.
Of
course, Odyssey Travel offers tours, airline reservations,
cruises and more. It also works extensively in the corporate
travel arena, helping traveling business professionals save
time and money.
With the delivery of more professional services and the fees
that those services bring, Odyssey Travel has fortified its
business model and can focus more intensely on the needs of
its clientele. It’s a model that works for the agency, even
as the economy struggles to regain its footing.
“The days of being order-takers and collecting commissions
are long gone,” said Upchurch. “Our clients see us as
partners in their travel experience and they are willing to
pay for services.”
Still, it has been a long road back from the post-Sept. 11
era when travel simply stopped. “On that day, we had people
all over the world and our first concern was to get them
home safely,” said Upchurch. “Then, as we and the nation
came to grips with the realities of the tragedy, we
concentrated on our products and services while we waited
for people to travel again. Today, people are traveling, but
they are planning carefully and booking later than ever
before.”
