Survey shows most travel agents not providing best value

www.stenaline.co.uk

Most holidaymakers say they value the experience and knowledge of travel agents the most of all, according to the results of a new study.

Only 19 per cent of UK travellers feel that agents are providing the ‘best value for money’ however. The percentage increases to 29 per cent in Scotland, but falls to as low as eight per cent in London.

An online poll was conducted by YouGov of 2,220 consumers for Stena Line. Fifty-seven per cent of the respondents indicated that they thought the knowledge of travel agents was a major bonus, and eight per cent said they didn’t find agents knowledgeable.

Forty-three per cent said they valued travel agents as ‘someone to talk to’.

As the economic downturn continues, agents in the UK will need to be seen as offering, value but travellers living in London are more critical about agents than anywhere else in the country.

Fifty-one per cent of Londoners, or more than six times the UK average, complained about the lack of knowledge of travel agents; and 43 per cent, or 2.5 times the national average, complained that they felt pressure from travel agents to book what suited the agents best.

Just 37 per cent of the London-based respondents indicated they valued agents for their experience and knowledge.

Overall, the greatest concern about travel agents is being too commission-based – a point that bothered 34 per cent of the respondents, and 46 per cent of those in London.

www.stenaline.co.uk