The evolution in travel industry

• Reservation

• Ticketing

• CRM

• Product

• Promotional Channel

• Destination Information

ReservationDirectly with suppliers and

purchase on the spot

Partially through travel agent, by telephone, telex, and end to end system.

Majority book through TA by fax, using Window base GDS, CRS.

Reservation

Supplier direct or OTA online platform, extranet, mobile device.

Ticketing

Hand Written carbon copies

Machine printable

Multiple coupon printing

Ticketing

Paperless - Electronic ticket

CRM

Manual process, paper filing.

Support by back office or accounting system

Customer friendly but view only system

CRM

Customer friendly, allow view, edit, cancel and check-in.

Product

Air ticket, hotel.

Air ticket, hotel, escorted tour.

DIY and FIT package, cruises, train, car rental, excursion.

Product

Thematic, i.e. cooking class, adventure, celebrity, world heritage, educational.

Promotion ChannelNewspapers, radio, magazine, outdoor advertisement.

Telex, multifax, TV ads, direct mailing.

eDM, partnership

Promotion Channel

SMS, mobile device, online marketing, affiliate program and social network.

Destination InformationLimited, by guide books or worth of mouth.

Media, travel guide in local language.

Through communication tools, like phone, fax or by

post.

Destination information

In-depth media coverage, internet, NTO, Youtube, social media (e.g. Tripadvisor)

Stay Personal or talk to robot?

• Challenges for Offline agent and OTA

• Moving forward

Consideration

• ROI

• Pace of enhancement

• Scope of product

• Customer preference

• Resources allocation

• Positioning

• Market Segment