This Week's Herman Trend Alert

HR in Normal 2.0
 

  The Herman Trend Alert

May 1, 2002

Airlines in a Quandary

The airlines in the United States have traditionally paid a commission to travel agents for selling their services and providing the ticketing for customers to fly on their planes. Professional travel agents have provided the important services of itinerary design, explanations, consideration of alternative routes, and other time-consuming tasks for their customers. Valuable relationships have been built over many years. The commissions paid by airlines neutralized the need for travel agents to charge for these services.

Now the airlines have changed their policy. No more commissions will be paid to the thousands of independent travel agents who have served their customers so well. The airlines want to keep the profit, through their reservation centers (telephone) and web sites (electronic). This shift is controversial, and airlines around the world are watching to see if they should follow this new design.

How is it working? Travel agents report an increase in business! And customers seem willing to pay a fee for assistance from these professionals they trust. Customers tell tales of long waits to talk with reservations agents who seem more interested in closing the deal and moving on to the next customer. The same relationship isn't there, and the airline employees usually can't answer the extra questions for concerned travelers. All they know is the flight information.

Travel agents report that their business travelers have not switched over to the Internet reservation systems. Unlike our upcoming Millennial generation that loves technology, many business customers don't want to take time to navigate through the airline websites and they are concerned that they may not be getting the best schedule.

Random calls to airline employees working in the reservation centers revealed a sense of overload. There's just too much call volume to handle well. Customers are upset and workers are pushed toward burn-out. What's the answer? Hire more airline employees to answer the calls? Heavy costs have already caused massive airline layoffs. Longer waits antagonize customers even more.

We forecast that airlines will realize they've bitten off more than they can chew. Commissions to travel agents are a cheaper and more effective alternative.


© Copyright 1998- by The Herman Group, Inc. -- reproduction for publication is encouraged, with the following attribution: From "The Herman Trend Alert," by Joyce Gioia, Strategic Business Futurist. 336-210-3548 or https://hermangroup.com. To sign up, visit https://HermanTrendAlert.com. The Herman Trend Alert is a trademark of The Herman Group, Inc."

DON'T MISS APF'S FUTURES FESTIVAL: ONLINE OCTOBER 24TH: FULL SPECTRUM FUTURES
The Association of Professional Futurists proudly presents its annual online learning experiences on Full Spectrum Futures. Network with leading futurists from all over the world. And best of all, it's free to attend, though contributions are encouraged to help defray costs. For more information, visit here.

SUPERIOR TRANSLATION SERVICES
Excellent translation services from English, French, or German into Spanish. Especially well-versed in medicine/pharma and automobile industries. 5-year Bachelor Degree in Translation. Also editing and proofreading of all kinds of Spanish language documents. Flexible rates, depending on number of words, degree of difficulty/technicality, and turnaround. For an instant quote email Mariana Campora Lesti at marianalesti515@gmail.com or contact her on SKYPE at marianacampora.

HOW DOES SHE DO IT?
Our author Joyce gets quoted in TIME Magazine and other national media on a regular basis. You can, too! Sign up for ExpertClick.com. You will be found by the news media and in Google search: 1. Through your personal search-engine-optimized press room by 39 topics you choose; 2. By news releases pushed out 10 ways including Google News; 3. Be found in the 2020 printed Yearbook of Experts, Authorities & Spokespersons. Save 15% when you register by October 31st @ http://www.ExpertClick.com/Discount.

To read this Herman Trend Alert on the web: https://hermangroup.com/alert/archive_10-14-2020.html.


Herman Trend Alerts are produced by the Herman Group, strategic business futurists, Certified Management Consultants, authors, and professional speakers.

New subscribers are always welcome. There is no charge for this public service. The Herman Trend Alert is read by over 30,000 people in 90 countries, including other websites and printed periodicals. Click here to sign up for the Herman Trend Alert.

Do you enjoy receiving this weekly e-mail update? Contact us about our co-branded Herman Trend Alert service.


Subscribe or Unsubscribe to weekly Herman Trend Alert
View this week's Herman Trend Alert
Archived Weekly Herman Trend Alerts

                                                                                                                                                                                                                                                                                                                                                                         


[ Home About Products Resources Media ]

 

7112 Viridian Lane
Austin, TX 78739
Voice: 336-210-3548
Toll Free in US & Canada: 800-227-3566
E-mail: info@hermangroup.com


  © The Herman Group. All rights reserved.

Web site design by WebEditor Design Services, Inc.