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Retail travel agencies are a cornerstone of our industry, vital to millions around the world each day. These small and medium-sized (SME) businesses are the first port of call for many as they organize their travel experiences. They are the experts for booking holidays with family, business trips with colleagues or a combination of both. Yet, it’s no secret the last three years have been tough for this sector.
SME travel agencies around the world have faced unprecedented times, having to adapt, pivot and survive despite significant global events and changing market dynamics. When the COVID-19 pandemic saw travel reduced to a fraction of expected levels from early 2020, SME travel sellers were some of the hardest hit.
Many reduced activities, some went into hibernation, while, unfortunately, a handful didn’t return.
Today, SMEs and independent travel companies have stepped up to the challenge of a new world, recalibrating their offering to thrive anew.
SMEs Reimagined
– an ongoing campaign we showcase today with a new report
– traces this journey, while simultaneously looking at how Amadeus has been on-hand to support and help drive renewal and recovery through its technology offering and ongoing partnership approach.
This highly-fragmented market, consisting of thousands of SMEs working across different countries, sectors, and segments has been a major driver of industry renewal and innovation. Here we champion these change-makers and understand the key learnings, insights and approaches that they’ve embraced to secure success.
Evolution of the SME travel seller
So, what has changed over the past three years? What did we learn?
Firstly, SME travel sellers have accelerated a move away from volume travel, leaving this to larger players in the market. Instead, they have refocused on a specificniche, with each seeking to exploit an unrivalled depth of expertise to add value to the traveler.
SME travel sellers thrive on personal connections – a focus which has redoubled over the past three years.
Agents have worked hard to become moreefficientin the work they do each day. With hiring a challenge in many markets, SMEs have worked to automate repetitive tasks using new technology, leaving agents free to spend time on personal interactions with travelers. This process has been accelerated by a widerdigitalizationamong SME travel sellers, with the adoption of new solutions for tasks which may have previously been done manually.
Agents have responded to a change in expectations from travelers. They now work to offerpersonalized, end-to-end experiences, connecting the dots on a journey. At the center of the travel ecosystem, Amadeus offers the innovative tools they need to create these flexible, seamless experiences.
Finally, in line with a wider shift within the industry, SME travel sellers are working to make their offering moresustainable. Whether it be by selling carbon offsets, offering information on the environmental impact of a journey or showcasing options with reduced emissions, agents are responding to demands for more sustainable options for trips.
Blueprint for the future
To explore these changes, SMEs Reimagined shines the spotlight on a number of industry-leading examples with a series of case studies, looking at those organizations that have led the reinvention of the sector in the wake of the pandemic.
It also draws on the knowledge of Amadeus experts from across our business.
SMES Reimagined is not just a look back at the past three years, it is a blueprint for the future. Our aim is to explore the changes made by SME travel sellers as they thrive in the post-pandemic world – hearing in their own words how Amadeus has helped with the transition.
By showcasing best practice in this way, we hope to boost resilience across the SME travel seller sector, ensuring their central position within the travel ecosystem for many years to come.
SMEs Reimagined
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