Travel suppliers fail to communicate with buyers

Airlines and travel technology suppliers are failing to keep travel buyers properly informed about product developments, according to new research.

An overwhelming 98% of buyer members of the Institute of Travel and Meetings, who took part in a recent survey, said the global distribution system providers - Sabre, Amadeus and Travelport - and the airlines had not communicated adequately enough with buyers about airline price fragmentation, known as unbundling.

While more than three quarters of respondents said suppliers failed to consider the impact of any product changes on the buying community.

Some 64% moaned that the changes led to more programme work to find work-around or alternative solutions.

On a positive note for travel management companies (TMCs), 70% of buyers said intermediaries were either wholly or partially effective at solving problems created by product changes.

ITM chief executive Paul Tilstone said: "Data capture, process flows and cost appeared as the top three buyer impacts from the continuing unbundling trend within the aviation industry.  

"While there appears to be some real potential positives from unbundling, you can't help but think that greater consultation could result in a more positive environment for all."

BBC travel buyer Jamie Hindhaugh, who was recently appointed chairman of the ITM, had already called for suppliers and buyers to work closer together to improve overall industry relations.

Colin Goldney, managing director of research company, Argate, said: "There's definitely an understanding of the reasons why airlines are changing products and services and in general the opportunity for greater transparency is being greeted positively.

"But without a collaborative approach there appears to be a cost and time impact on the buyer and TMC community which is going unnoticed by suppliers."