This week, the New York Times reported that consumers are becoming increasingly frustrated with the amount of time it takes to research and plan a trip online.
“What we’ve seen is growing frustration,” said Henry H. Harteveldt, a Forrester travel analyst. “Consumers see other Web sites becoming easier to use — retail Web sites, banking Web sites, media Web sites. But travel is treading water as a category. There are very few travel companies that are really looking to improve the planning and booking process.”
The article adds that “a growing number of consumers appeared to be interested in using an offline travel agency, if they could find one.”
In this video, Mark Conroy, president of Regent Seven Seas Cruises, discusses the value of travel agents.