B & M Travel Industry Analysis

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Tourism is a substantial industry that serves many people in many different industries. Bricks and Mortar (B&M) travel agencies are physically established traditional travel agencies providing travel services to customers from premises accessible to the public. B&M travel establishments occupied a prime position in the market before the 1980s. Such B&M travel agencies are refered to as intermediaries. They were the standard access point for anyone intending to go on holiday or book a business trip. They were profitable, mostly working in isolation from each other and representing a limited number of airlines or hotels.
Description
Although there had been some introductions of technology in the travel industry as early as the 1950s, it was not
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In Australia, this pressure has resulted in a reduction in the number of businesses in the travel agent sector (disintermediation) over the past decade by some 17 %. However, some B&M travel agents, although forced into disentermediation, were able to re-invent themselves and through reintermediation survive and prosper.
Description
This scenario raised the questions: What services and strategies do customers and B&M travel agents believe have helped B&M travel agents in Australia to compete with Internet Only travel agencies? How do customers and traditional B&M travel agencies envisage the future of B&M travel agencies in the context of the industry and which should they concentrate on in the future? Why do some customers prefer to use the services of B&M travel agencies?
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Personal services that cannot be replicated by Internet-only travel agents were a vital factor in the success, as was the embracing of ICT and particularly the Internet. However, these factors had to be implemented in unison; the sum was greater than the individual parts.
Description
While the future looked promising due to re-intermediation, there was one area that could face significant change in the next decade. In terms of the clientele of B&M travel agents, it was the older generation who favored them. The older traveller was more likely to use B&M travel agents. The research found this was because they were less likely to be familiar with technology, exhibited higher levels of technophobia, and preferred to pay in person rather than

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