Technology No Match for People at Expedia and Wotif

28 April, 2010 by Martin Kelly

IT'S been back to the future for two online travel agencies as they've discovered the benefits of staffing up, an approach initially eschewed by web business purists on the basis of cost benefit (until they needed help). First, Wotif Group brand Travel.com.au announced the launch of Travelmax, an offline travel agents network to service queries. Then it was all hands on deck at Expedia.com.au as staff responded to the Icelandic volcano travel disruptions. New Expedia regional Managing Director Dan Lynn said the crisis proved it's "critical" to have 24/7 staff support. The disruptions also tested Expedia's new no change or cancellation fee policy. "We take the initial refund on the chin then work it out with the hotelier, most have been pretty reasonable." And the lesson – staff cost but they make the difference between a one-off sale and repeat business. And there's a lot of benefit in that.

IT'S been back to the future for two online travel agencies as they've re-discovered the benefits of staffing up, an approach initially eschewed by web business purists on the basis of cost benefit (until they needed help). First, Wotif Group brand Travel.com.au announced the launch of Travelmax, an offline travel agents network to service queries. Then it was all hands on deck at Expedia.com.au as staff responded to the Icelandic volcano travel disruptions.

New Expedia regional Managing Director Dan Lynn said the crisis proved it's "critical" to have 24/7 staff support. The disruptions also tested Expedia's new no change or cancellation fee policy. "We take the initial refund on the chin then work it out with the hotelier, most have been pretty reasonable." And the lesson – staff cost but they make the difference between a one-off sale and repeat business. And there's a lot of benefit in that.

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Events

'REAL TIME - Sydney, March 30'

When: March 30, 2012
Where: Amora Hotel Jamison
Program: Real Time
Bookings: $499 + gst Early Bird

BOOK now to get the Early Bird rate for the No Vacancy accommodation industry conference in Sydney.

Real Time is the theme of No Vacancy 2012, reflecting the fact that we live in a world where everything happens now, or not at all.

In no business is this more obvious than tourism. Booking lead times are now measured in hours not days or weeks.

To succeed requires a new way of doing business, a fresh mentality and a fair amount of nerve.

The program is packed with the information you'll need to thrive in today's just-in-time world with a focus on distribution, marketing, innovation, consumers and technology.

Speakers confirmed so far include the following, and there are a few more on the way...

Rachel Argaman, CEO, Toga Hospitality
Dave Audley, Heading of Consulting, Experian Hitwise
Quentin Briard, GM Australia & NZ, Club Med
Daniel Bridges, Head of Travel, Trade Me (NZ)
Julio Bruno, Global Vice President Sales, TripAdvisor
James Cassidy, HomeAway.com.au
Robbie Cooke, CEO, Wotif.com
Will Deague, CEO, Art Series Hotels
Dean Dransfield, Director, Dransfield Hotels and Resorts
Bob East, CEO, Mantra Resorts
Leah Lipman, Area Director Reveneue Management Australasia, IHG
Simon McGrath, CEO, Accor Australia
Bryon Merzeo, Analyst, STR Global
Bernard O’Keefe, Group Online Marketing Manager, Hamilton Island
Todd Parker, Founder, Parker Travel Collection
Nikolai Pitchforth, Head of Online Travel, Google
Brett Pointon, Founder, Oaks Hotels and Resorts
Anton Stanish, GM, The Stayz Group
Janet Wilson, Managing Director, Nationwide Hospitality

It'll be a great day. As usual, the focus will be on distribution, marketing, sales, innovation and technology for both hoteliers and Online Travel Agents.

Sponsors:

Program and Speakers
Bookings

Returning September 17, 2012

The date has been set for TRAVELtech 2012 - Monday, September 17.

Meanwhile, thanks to everyone who attended TRAVELtech: Best of Enemies in Sydney recently.

It was a fantastic event, lots of fun with a touch of controversy.

Please check out the photographs or use this link to see great 360 degree panorama shots of the conference from Panedia.

TRAVELtech is Australia's original web travel, marketing and distribution event, featuring a compelling program, great speakers and fantastic networking.

Program and Event Info