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Kirk Cassels' Weekly Wrap of User Comments: August 23-27August 27, 2010 By: Kirk Cassels
Two weeks ago, I signed off on the Weekly Wrap for August 9-13 noting that I'd be away on August 20 and hoped the comments would keep pouring in. Needless to say, I was not disappointed. Not only did our readers continue the discussion on two then-breaking news items, but new topics of conversation emerged— one of which even inspired comments from John Peters, CEO of Tripology. Let's take a look.
The Ongoing Battle Between Humans & Machines
Peters was the first to comment on an Amadeus report that technology can help agents win the battle for consumers, saying:
Online consumers are time starved and don’t have time for either complicated booking engines or all the useless, generic travel information. Consumers don't want travel agent generalists though - they want a travel professional who specializes in the very trip they’re looking to take. They want someone who has recently been to the destination, who has local contacts and has first-hand experience. They don’t want “I can book anything for anyone.” The days of the travel generalist are numbered. I say, “Specialize or die!” By the way, “cruises” isn’t a specialty any more than “hotels” is. So, if you are a professional travel agent who specializes in either a destination or trip type, you might do very well with Tripology. If you don’t yet have a destination or trip type specialty; get one – fast. I define a specialist as someone who sells a destination or type of travel for which A) they’re an expert B) they enjoy selling and C) make a profit when they do sell.
Jagdeep Bhagat concurred, posting
Human beings are best served by human beings and not the machines. Being Travel Agent (Travel Consultant is a better name) in today's market is a tough job but results can be excellent if online technology is used by travel consultants for better delivery of service and an effective medium of communication rather than letting customer navigate online agencies and search engines for travel products.
Harry Schneider shared his experiences as well, commenting:
We frequently hear horror stories of people booking over the net without realizing all the little and big pitfalls that rather often materialize. In some cases we can help in other cases we cannot. An educated goodwilled agent is worth a lot .Lets get this out to the public.
On the same topic, but featured on a different story, Beth shares her two cents on Ruthanne Terrero's top 10 reasons to use a travel agent, stating:
too true! I hear horror stories all the time from those who "did it themselves". Sometimes, even if you think you're saving up front, you'll pay twice or three times for that savings later. Always use a professional
While it's good to read that consumers are not relying fully on the Internet to book their travel plans, I hope agents are taking note of Peters', and others', comments that speciality and knowledge are key. Show what you've got, but make sure you know what you've got.
Meanwile, there appears to be confusion over at St. Lucia as to whether it's human agents or online travel agencies (OTAs) bringing them all the business. After reading Joe Pike's report on the island's travel road show series, Laura points out an apparent contradiction, posting:
It's interesting that the tourist board would credit agents for their growth, given the fact that they only promote Expedia on their site.
I just checked www.stlucianow.com, the website cited in the story, and I don't see any mention of Expedia. I do, however, see several places where agents can log in to find promotions. Am I missing something?
Two New Comments on Two Big Stories
The biggest stories in the last edition of the Weekly Wrap were that of ME Cancun becoming an all-inclusive property that will offer amenities and access to non-guests and Unique Vacations' decision to terminate its wholesaler agreement with Apple Vacations.
As for the situation involving Unique Vacations and Apple Vacations, Teddi joined the fray, falling in line with other commentators speaking out about Sandals. He posted:
It is about time that Sandals finally discovered that they are not the only game in Jamaica... The Ultra All inclusive just does not give the experiences that our clients expect. Secrets is a great addition to the Hotels in Jamaica. Hopefully Sandals will step up to the task and improve their resorts to reflect the advertising they spend millions on.. Competition is great for everyone
I agree that healthy competition is in the best interest of the industry, including its employees, suppliers and consumers. Hopefully this scenario will accentuate that theory and will not get wrapped up in politics or useless bickering.
Responding to the first comment on the topic of ME Cancun, Nikki wrote:
This is an amazing property and I think this change is exciting. Karen I think the article is poorly written regarding non-guest because I'm assuming it's going to be like any other all-inclusive where non-guest can enjoy the aminities but at a daily fee of usually around $80 per person per day.
Nikki, in regards to your comment of it being poorly written, all I can tell you is we did the best with the information we found. As of now, there are no details about a daily fee or how the property will operate the non-guest policy. If you know (not hypothesize) something we don't, please share and we'll definitely add in the interest of keeping our readers informed.
Speaking of Extra Information
We always encourage our readers and users to share their knowledge on a story, particularly if it adds depth to the information. It appears we are on the cusp of such a situation when it comes to the news that
eTravCo is re-organizing. susan white shared:
Not anywhere in this article does it mention that travel agencies received letters from an attorney telling us it would be usless to go after Etravco and try to get the commissions they owe us. I have the letter and would be happy to foward it you.
Susan, I'll check in with George Dooley about the information of the story, since he wrote it. In the meantime, feel free to e-mail me the letter at [email protected] and I'd be happy to take a look. Sounds like important and useful stuff.
Equal Opportunity to Make Sales
The politics involved in marriage rights for gay and lesbian couples will, seemingly, never go away and, in my opinion, it's best to ignore all the hubub over it. But that doesn't mean that the gay and lesbian travel market should be ignored. Jacqueline Johnson recently addressed this topic with agents and it already received a response from Val, who commented:
Of course,we cannot ignore this market. That's exactly why we decided to spent almost a year to create specific travel guide (Gayjin) for gay audience (for those with iPhones or iPod Touch). While initially it was slow business, today we see that it is a promising market and people are eager to spent they money on quality products (if fact more than average straight person).
While I normally don't enjoy posting comments that are promoting a business, I'm taking an exception here because it directly relates to the issue discussed and could aid agents in profiting from this lucrative market. The info can be found at http://gayjin.info. Check it out, and let me know if it makes an impact on your ability to sell.
As always, the conversation doesn't end here. Keep the comments coming. Post one below or at any of the cited articles (among hundreds of others here at www.travelagentcentral.com). Write us at our Facebook page (where a comment regarding Tropicana Las Vegas has inspired us to investigate the property's relationship with travel agents). Send a tweet to our Twitter page (where Henry Harteveldt, vice president and principal analyst at Forrester Research, commented on our query if 2010 is truly a year of recovery or just a year that's better than 2009). You can always join discussions in real time at AgentNation, the only social community online for all kinds of travel agents.
If you share something intriguing, we'll feature it in upcoming stories, like we did when writing about the most outrageous requests clients have made to their agent.
Until next week...