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How on-line reserving has modified the journey agent panorama

Journey agent jobs have dipped sharply, dropping about 70% between 2000 and 2021, in accordance with the Bureau of Labor Statistics. The proliferation of on-line journey corporations has made it straightforward for deal hunters, armchair vacationers, and enterprise journey planners to trace data and discover the very best offers at their fingertips. However do not depend out journey brokers but—many are seeing a resurgence as journey recovers from the COVID-19 pandemic.

TravelPerk used BLS knowledge to investigate the decline in U.S. employment of journey brokers over time, evaluating employment to a timeline of on-line journey assets which have propelled on-line reserving.

It is necessary to notice the variations between numerous reserving possibility providers obtainable to clients. Journey brokers assist purchasers in planning their journeys by arranging journey with suppliers. Examples of their suppliers embody bundle excursions, journey insurance coverage, railways, cruise traces, automotive leases, airways, lodges, and so forth. A journey agent’s purchasers embody firms, teams, or people, who typically have very completely different journey wants and expectations. Enterprise vacationers, for instance, are spending 50% much less on journey than pre-pandemic, however as they steadily return, many have considerations together with mitigating prices as in-person conferences restart and anticipating altering entry restrictions, particularly for worldwide journey. Leisure vacationers might flip to brokers to advocate lower-risk—however nonetheless scenic—trip locations.  

Journey brokers can personal their enterprise or work for an company owned by another person. As an alternative of working with vacationers on an itinerary from the bottom up, a tour operator, in distinction, will organize particular packages with suppliers corresponding to airways and lodges. They’ll then provide these packages to their clients. Reserving websites, however, make it attainable for vacationers tailor-fit their journey preparations and guide them on their very own, whether or not it’s only a quick weekend jaunt or a month-long worldwide enterprise journey.

Journey is forecast to return nearer to pre-pandemic ranges in 2023—the U.S. Journey Affiliation tasks that subsequent yr leisure spending will return to 2019 ranges and enterprise journey will climb to 88% of 2019 spending. Learn on to be taught extra about how on-line reserving websites have modified the journey agent panorama.

Line chart showing the decline in travel agent jobs since 2000, juxtaposed with a few big events in the online travel and booking space.

Journey agent jobs expertise a drastic decline

The web has considerably impacted journey—basically remodeling the expertise itself and upending the best way the trade capabilities. As conventional operators struggled to adapt, new manufacturers started to emerge. The trade’s digital disruption began within the ’90s and has continued steadily.

In 1994,, the primary complete worldwide lodge properties catalog on-line, appeared. It will quickly embody a characteristic permitting clients to make on-line bookings. Then, in 1995, the Web Journey Community claimed to supervise the primary on-line airline reservation. ITN was the forerunner of GetThere, the reservation system for company journey.

In 2000, it offered to Sabre, which ran an automatic airline seat reservation system. Additionally in 1995, Viator Methods—​​​​now referred to as Viator—began a journey expertise enterprise that helped present bookings for excursions and vacation spot excursions on-line.

In 1996, a brand new participant entered the net journey bookings world: Expedia. This on-line platform was Microsoft’s foray into on-line journey. This try has been extremely profitable, given its spot as one of many world’s prime on-line journey businesses. At a time earlier than e-commerce was extensively adopted, Expedia gave customers worth comparisons for flights, automotive, and lodges—and the means to simply and safely guide them on the positioning. The web site’s first commercial touted that on a regular basis individuals may now use “the identical reservation system” as journey brokers.

That very same yr, partly impressed by the U.S. airline Southwest, Ryanair launched its famously low-cost airline mannequin, remodeling Europe’s airline trade by permitting vacationers to guide straight on airline web sites. Bypassing journey brokers and on-line reserving platforms cuts out service charges and commissions, and likewise permits customers to select any flight the airline supplied—not simply those chosen by a 3rd celebration.  

Different gamers that emerged within the ’90s embody, Travelocity, FareChase, and Priceline. FareChase used metasearch, working as a search engine that gathered fares from reserving web sites for lodges, airways, and businesses. This platform laid the groundwork for different on-line reserving options like Skyscanner, TravelSupermarket, Kayak, and Sidestep, which operated as one-stop-shops to search out offers throughout completely different airline and firm web sites.

In that very same decade, details about journey locations turned extra accessible to customers. In 1995, Jeff Greenwald turned the primary journey blogger when he printed a journey article for World Community Navigator. Whereas journey running a blog is not the identical as making on-line bookings, it additionally makes a distinction within the journey agent panorama. As data proliferates on-line about journey how-tos and locations, increasingly more individuals are impressed to plan journeys and make journey selections—together with reserving and ticketing—somewhat than counting on the experience of a journey agent.


Be taught extra in regards to the prime 6 enterprise journey businesses and firms together with recommendations on what to think about when selecting a enterprise journey firm and detailed comparisons.

Overhead shot of a woman using a smartphone next to an open suitcase

The 2000s additional accelerated adjustments within the journey trade

Tripadvisor was based in 2000 and had a mission to assist individuals make higher journey selections. The corporate organized lodge listings, making them extra searchable, and ranked lodges primarily based on vacationers’ opinions. With this data at their fingertips, potential vacationers may guide utilizing the suggestions of different vacationers as a substitute of a journey agent

After Sept. 11, it took practically three years for airline journey to return to earlier ranges after a excessive of 65.4 million passengers in August 2001. Because the journey trade handled the downturn in enterprise and leisure journeys, these on-line platforms turned the saving grace for operators like lodges and airways who wanted to promote giant quantities of accessible stock. The journey trade’s reliance on these platforms stays to this present day.

One other shift got here in 2003 when IAC bought Expedia. IAC’s constellation of internet sites, led by Barry Diller, attracts as much as 2 billion month-to-month visits in 190 nations, in accordance with the corporate. Within the first quarter of 2003, Expedia’s web revenue quadrupled to $26.9 million with a income of $198.8 million, signaling an extra rift between journey brokers and their clients, who at the moment are planning their journeys on-line.

Despite the fact that Priceline launched in 1997, it wasn’t till 2004 that its reputation surged with the acquisition of Energetic Inns, a European on-line lodge reservation service. The next yr, Priceline additionally purchased, cementing its share of the worthwhile European journey market. Additionally in 2004, the net home-sharing platform CouchSurfing was launched, providing vacationers the chance to remain and expertise their chosen vacation spot with locals.

Not lengthy after, the journey trade noticed a startup poised to vary the lodge trade basically. AirBedAndBreakfast—now named Airbnb—was in a position to safe vital funding in 2009, after which they skilled progress so rapidly that, by 2011, customers had booked 1 million nights on the platform, which was then obtainable in 89 nations.

Throughout the world monetary disaster of 2008, airline shares plummeted 68%, and cruise traces, lodges, and resorts fell 74%. The next 10 years examined journey trade techniques, and those who survived turned extra agile and accessible, particularly for these in growing nations. Earlier than the 2008 recession, China, India, and Latin America made up 21% of worldwide journey. By 2016, that share had nearly doubled to 41%.


Discover a listing of the highest 20 greatest journey administration software program instruments with helpful insights that will help you navigate the journey administration software program market.

People in an airport lobby crossing in front of a plane arrival and departure board

COVID-19’s influence has been predictably vital

In 2021, the variety of worldwide arrivals was 1 billion lower than earlier than the pandemic. World Tourism Group consultants imagine the journey trade won’t absolutely recuperate till at the very least 2024. Worldwide spending on tourism and journey was lower than half in 2020 than what it had been in 2019. Employment was additionally closely impacted, with 62 million individuals working within the worldwide tourism and journey sector shedding their jobs in 2020.

Regardless of the gloom and doom of the pandemic, it seems to be like some restoration could be on the horizon for journey brokers. The BLS tasks a 20% improve in demand for journey brokers from 2021 to 2031, outstripping its 5% progress projection for all occupations.

Some have reported a marked restoration in enterprise, even in comparison with pre-pandemic ranges. A flash ballot carried out by the American Society of Journey Advisors in early March 2021 revealed that in 2021, 76% of journey advisers noticed a rise in clients versus pre-pandemic occasions, and 80% have fielded queries from those that had by no means used a journey adviser earlier than.

Due to the fixed adjustments in restrictions and guidelines, vacationers started reaching out to journey brokers who may assist them plan their journeys. Extra vacationers have regarded to journey brokers who might help when enterprise journeys, cruises, and different plans are canceled or delayed attributable to well being restrictions. As extra brokers develop into more proficient at coping with last-minute journey help help, their roles might broaden past simply planning for journeys to additionally serving to extra with disaster administration and restoration for vacationers.    

As journey surges again to life, so might the fortunes of journey brokers rise together with it.


Rafael Gomes de Azevedo
Rafael Gomes de Azevedo
He started his career as a columnist, contributing to the staff of a local blog. His articles with amusing views on everyday situations in the news soon became one of the main features of the current editions of the blog. For the divergences of thought about which direction the blog would follow. He left and founded three other great journalistic blogs,, and With a certain passion for writing, holder of a versatile talent, in addition to coordinating, directing, he writes fantastic scripts quickly, he likes to say that he writes for a select group of enthusiasts in love with serious and true writing.


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