Confusion and inefficiency holding back add-on sales

Business travel agents are confused about what different airlines offer as ancillaries, according to a Travelport survey.

The technology giant surveyed agents from around the world and found that one of the major problems was confusion about which services were available from airlines following the unbundling of fares and services in recent years.

Travelport’s survey also revealed that agencies would be more interested in selling optional services if the process was made more efficient. Respondents said that booking optional services currently added around 29 per cent more time to the process.

Only 16 per cent of TMCs saw the unbundling of airline services, such as checked baggage, meals, lounge passes and upgrades, as a way of increasing fees to travel buyers. While 44 per cent said they did not charge extra fees for booking ancillaries.

Most agencies – 77 per cent – said they were booking airline add-ons for customers while only eight per cent did not offer this service.

The survey also found that agents still preferred a single aggregated source of information and sales capability – 70 per cent said GDS was the most preferred channel to book and sell ancillaries.

Fergal Kelly, Travelport’s vice president of content, said: “Agents understand that as the airline product continues to evolve and ancillaries form an increasingly significant role in the purchase decision and buying process, travel customers continue to look to agents to support them in purchasing itinerary solutions.”