Travel agents adapt in era of Internet-aided bookings ? Pittsburgh ...

Tom Diecks? first job for a travel agency was 32 years ago as a courier delivering airline tickets.

Although the Internet rendered that job obsolete, Diecks, president of Kennedy-based Greater Pittsburgh Travel, has faith the industry remains relevant.

?Our expertise has value to it,? Diecks said.

Travel agents have watched their industry move from brochures to online bookings. Forrester Research, a technology and market research company, estimates 78.9 million people will buy leisure travel online this year. There are 14,500 retail travel agency locations remaining in the country, down by almost half from 27,719 in 2001, according to the Airlines Reporting Corp.

Not everyone wants to be their own agent. Another Forrester study shows the number of leisure travelers who enjoyed using the Web to book trips dropped from 53 percent in 2007 to 47 percent in 2010. An American Society of Travel Agents report found 51 percent of leisure-based travel agencies saw increased revenue last year from 2009.

Travel agents work with more than 146 million travelers annually.

?We?re holding our own,? said William Katz, owner of Atlas Travel Service, Downtown, and a 51-year veteran of the industry. ?People are beginning to realize the computer is not the answer all the time.?

Andrew Weinstein, spokesman for the Interactive Travel Services Association, said online and traditional agencies have adopted aspects of each other. For example, many online agencies now provide 24-hour customer service representatives, and many traditional agencies use the Internet to find the best deals.

Henry Harteveldt, principal travel analyst with Forrester Research, said trip planning turns off some travelers.

?You used to find the flight you wanted and the fare you could afford, and that was it. That?s the starting point now,? he said. ?You have to decide if you want to check your bags, if you want to pay the cost to eat on the plane. If you don?t want a middle seat, can you get an aisle or window without paying more?

?Travelers are busy. Planning a trip is not on the top of the

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Article Source: http://www.pittsburghlive.com/x/pittsburghtrib/news/pittsburgh/s_745136.html

Source: http://www.tomtomgpsreview.com/travel-agents-adapt-in-era-of-internet-aided-bookings-pittsburgh-tribune/

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