Human touch: travel agencies become true tourism boutiques

There is no denying that global tourism today is part of an increasingly complex system. New destinations compete with mature destinations, travel experiences are increasingly customised and digitalisation, technology and improved efficiency of the hospitality system are the new challenges.

Stakeholders and tourists/travellers are becoming more and more evolved, asking operators in the supply chain for specialisation and professionalism.

The archaic image of the agency counter with the customer standing waiting for a ticket to be issued is now replaced by applications and websites capable of speeding up and automating these systems. In this context, the travel agency has had to rebuild the relationship of trust with its clients, becoming a true innovator capable of capturing the psychological nuances of each of its clients. Journeys have become opportunities for inspiration that encourage change, unique and unrepeatable experiences tailored to the customer’s expectations.

Agencies now need to offer a new type of intermediation, more human, that puts the person at the center and supports them in finding new inner as well as outer destinations.