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Bertrand Sava, normal supervisor for retail and travel companies for HBX Group’s Hotelbeds, was a part of a panel at the lately concluded MarketHub 2025 commerce convention which mentioned key traits occurring in the sector, significantly inside the Asia Pacific.
Sava, in addition to different HBX officers, identified that, removed from changing into out of date, travel companies and their agents are thriving nicely in this present day and age.
In this unique interview, Save shares additional insights with Travel Daily Media’s personal Gary Marshall.
Travel Daily Media (TDM) Right now, travel agents are in, I believe you used the phrase, a re-emergence of the travel companies; and you additionally commented that travel agents are misunderstood; so, let’s simply contact on these two matters, if we might.
Bertrand Sava (BertS) Let’s begin with the misunderstanding about travel agents, I’d say.
Actually, the instance I gave you, is my very own case; I imply, I’m comparatively new to this business, right here for 3 years now.
When I used to be invited to hitch [HBX Group] to take that function as its retail normal supervisor, I used to be actually excited about whether or not or not there was an actual and thriving enterprise and rising enterprise; and certainly, there was and it’s nonetheless rising.
What is stunning is that what is definitely fueling that development will not be solely transactions from the older generations that used to make use of travel companies often, however from the Gen Z, which is one thing that folks might take into account a bit bit stunning.
Indeed, 40 % of Gen Z are conscious that they’re relying on travel agents every time they ebook their journeys.
They really need one thing distinctive, one thing that connects to their values.
Gen Z actually needs one thing that fits them so that they worth the expertise all the extra, significantly the add-ons, the hidden gems they wouldn’t have came upon about.
They worth all that extra than simply the complete value of the journey, and that’s precisely the place travel agents have to be at.
In the context of overtourism
TDM Okay;now, let’s contact on that phrase over-tourism.
My assumption, and I could possibly be flawed right here, is that this Gen Z, to make use of your phrases, is searching for extra experiential locations, possibly even getting out of the massive cities and so forth.
Are they simply tapping into the travel agents for one more stage of experience about the place to go that’s past the massive cities?
BertS I believe that it’s balanced, proper; because on one hand, they prefer to go the place they will have that put up, that image, that selfie, and due to this fact that’s relying a bit a lot on over-tourism.
On the different hand, in addition they favor to do solo travel, that uniqueness that they’re ; so I believe they’re additionally open to the potential options to the over-tourism which can contain travelling low season or going to locations that aren’t as well-known as the common points of interest, proper?
TDM You made a remark this morning, and it was so telling: 65 % of vacationers really feel overwhelmed.
And I favored that saying: Too a lot data kills data.
BertS Yeah, it was truly a French journalist who mentioned that.
But I like it, as a result of there usually actually is an excessive amount of data.
That’s what occurs if you wish to ebook someplace and even for those who’re simply looking,
You get bombarded by gives; there’s simply an excessive amount of data, and it simply feels overwhelming.
TDM So plenty of these Gen Zs are literally utilizing social media of some sort.
You additionally made a remark saying a travel company or agent must be the place the prospects are.
But, to be extra particular, on what kind of platform do you assume they should be primarily based on your analysis?
BertS Well, I imply, you realize, it’s social media, it’s travel blogs, it’s opinions posted on-line, even immediate messaging platforms.
Those are all the platforms that Gen Z is utilizing today; and, for travel agents, that’s the place they have to be.
They additionally have to be energetic, posting, reacting, and showcasing, as a result of they’re actually making a relationship with purchasers even earlier than they present up at the door, and that’s crucial right this moment.
Being service oriented will get outcomes
BertS I believe that profitable travel agents have all the time centered on wonderful customer support.
If you give nice customer support, you’ll have a successful enterprise.
I imply, you need your prospects to come back again, and they are going to come again in the event that they know that you’re going that further mile they want in some circumstances.
Then they are going to come again for the subsequent one, and the subsequent one after that; so this is essential.
TDM You made a remark in the session that prospects are keen to spend 67 % extra if the expertise is price it.
Now, are you speaking about the expertise with the travel agents or about the precise expertise at the vacation spot?
BertS I used to be talking of that in normal.
As a shopper, you’re able to spend extra if the gross sales expertise is price it, proper?
Now, if the gross sales expertise is sweet, the value is much less necessary.
Statistically, Gen Zs search out luxurious lodging, and it’s like each two out of three, proper? In which case, they’re imply, they’re in search of one thing distinctive, one thing that basically fits their tastes.
Another fascinating statistic is that Gen Z truly spends 20 % greater than the common traveller.
So, if it’s price it, they’ll do it.
TDM I additionally favored what was mentioned earlier right this moment whereby a girl on considered one of the panels mentioned that the oldest era was all “Let’s work now, then travel later.”
BertS But Gen Z needs their travel time now, not once they retire, and they are going to repeat the expertise.
That’s why they assume it’s price it, and additionally why they’ll fortunately pay up for it.
About Bertrand Sava
A French nationwide, Bertrand Sava has been normal supervisor for retail and travel companies for HBX Group subsidiary Hotelbeds since March 2022.
He has a well-demonstrated historical past of working in the data expertise and companies business.
As such, he’s extremely expert in the fields of banking, gross sales administration, in addition to monetary applied sciences (fintech.)
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