Travel Agency Threats and Opportunities: The Perspective of Successful Owners

Abstract

In-depth interviews with 19 owners of exceptionally successful US-based conventional travel agencies revealed negative public perceptions of travel agencies to be the main external threat facing the sector. Misplaced faith in Internet-based cybermediaries, unqualified travel agents, negative mass media coverage and failure to attract young entrants were constituent sub-themes. Public outreach was identified as the main opportunity to counter these perceptions, with inherent interest in travel and the need for geographical awareness revealed as sub-themes. Other threats were unfavorable relations with some vendors, and geopolitical and economic uncertainty. Other opportunities were niche products and markets, Internet technologies, and consolidation and reduced competition.