South Africas travel agent industry is a competitive landscape, featuring both large players and niche specialists. The industry also faces stiff competition from OTAs , so how can travel agents and ITCs stand out in an evolving market?
Personalisation is key. Were seeing a strong trend towards tailored experiences that really speak to individual travellers' interests. Agencies that can move beyond standard packages and offer truly bespoke solutions are finding great success, Chantal Gouws , GM of Flight Centre Independent FCI South Africa, told Travel News .
Building deeper, long-term relationships with clients is crucial too. Travel advisers who really understand and anticipate their clients needs, consistently deliver high-quality service, and offer ongoing support, are seeing great loyalty and word-of-mouth recommendations, she says.
Establishing one-on-one relationships and providing exceptional customer care are key, agrees Maureen Masuku ,Global Business Travel Association of South Africa Board Chairperson. Clients will always contact their travel agent when they are in trouble, and travel agents need to be able to resolve their issues promptly. Being available 24/7 to assist in crisis is a good advantage.
Specialisation is another powerful tool. By focusing on niche markets whether that's luxury travel, adventure tourism, or eco-friendly holidays travel advisers can establish themselves as experts in their field. This specialised knowledge is incredibly valuable to clients looking for in-depth insights and unique experiences, Gouws says.
