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[INFOGRAPHIC] The Modern-day Travel Agent

Is your first thought that travel agents are outdated–and anything but modern? In fact, the truth is just the opposite. An independent report by Phocuswright found that travel agency sales are slated to increase by 13% between 2017 to 2021.

illustration and icons of travel agents

Working Solutions wanted to take a deeper dive into this growing and more sophisticated market which was once to be thought of as a dying industry. We conducted a survey of nearly 1,000 travel agents in our on-demand workforce that took more than a million travel calls in 2018.

We found that 56% of polled travel agents had 10 or more years of experience in the travel industry.


3 Key Customer Service Skills

Out of the travel agents surveyed, we found there are three key customer service skills that make them successful, including:

  • Having a thorough knowledge and understanding of destinations, airlines, and hotels
  • Being empathetic with travelers
  • Working knowledge of GDS systems

Many travel agents polled considered themselves to be “Travel Advisors,” believing the term “Travel Agent” to be outdated. This correlated with other survey results, which highlighted the emphasis on building relationships with travelers and being empathetic throughout the entire experience.

According to Forbes, “surveys show consumer use of retail travel agents – read human beings, has been on the rise for at least five years and is strongest with Millennials.”

The following infographic features “The Modern-day Travel Agent and 3 Key Customer Service Skills”:

The modern day travel agent infographic


Want to learn more about the results of our survey? Check out the next blog: “Working Solutions Survey Shows: Savvy Service Experts Know What Sophisticated Travelers Expect.”

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