The publish Hotelbeds’ Bertrand Sava on Gen Z and travel agents in the 21st century travel landscape appeared first on TD (Travel Daily Media) Travel Daily Media.
Bertrand Sava, basic supervisor for retail and travel companies for HBX Group’s Hotelbeds, was a part of a panel at the just lately concluded MarketHub 2025 commerce convention which mentioned key developments occurring in the sector, notably inside the Asia Pacific.
Sava, in addition to different HBX officers, identified that, removed from turning into out of date, travel companies and their agents are thriving properly in this present day and age.
In this unique interview, Save shares additional insights with Travel Daily Media’s personal Gary Marshall.
Travel Daily Media (TDM) Right now, travel agents are in, I believe you used the phrase, a re-emergence of the travel companies; and you additionally commented that travel agents are misunderstood; so, let’s simply contact on these two subjects, if we could.
Bertrand Sava (BertS) Let’s begin with the misunderstanding about travel agents, I’d say.
Actually, the instance I gave you, is my very own case; I imply, I’m comparatively new to this trade, right here for 3 years now.
When I used to be invited to hitch [HBX Group] to take that position as its retail basic supervisor, I used to be actually desirous about whether or not or not there was an actual and thriving enterprise and rising enterprise; and certainly, there was and it’s nonetheless rising.
What is shocking is that what is definitely fueling that development will not be solely transactions from the older generations that used to make use of travel companies recurrently, however from the Gen Z, which is one thing that folks could contemplate a little bit bit shocking.
Indeed, 40 % of Gen Z are conscious that they’re relying on travel agents each time they ebook their journeys.
They really need one thing distinctive, one thing that connects to their values.
Gen Z actually desires one thing that fits them in order that they worth the expertise all the extra, notably the add-ons, the hidden gems they wouldn’t have came upon about.
They worth all that extra than simply the whole price of the journey, and that’s precisely the place travel agents have to be at.
In the context of overtourism
TDM Okay;now, let’s contact on that phrase over-tourism.
My assumption, and I may very well be incorrect right here, is that this Gen Z, to make use of your phrases, is on the lookout for extra experiential locations, perhaps even getting out of the huge cities and so forth.
Are they only tapping into the travel agents for one more degree of experience about the place to go that’s past the huge cities?
BertS I believe that it’s balanced, proper; because on one hand, they wish to go the place they’ll have that publish, that image, that selfie, and subsequently that’s relying a bit a lot on over-tourism.
On the different hand, additionally they choose to do solo travel, that uniqueness that they’re taking a look at; so I believe they’re additionally open to the potential options to the over-tourism which can contain travelling low season or going to locations that aren’t as well-known as the common points of interest, proper?
TDM You made a remark this morning, and it was so telling: 65 % of vacationers really feel overwhelmed.
And I appreciated that saying: Too a lot info kills info.
BertS Yeah, it was truly a French journalist who mentioned that.
But I find it irresistible, as a result of there usually actually is an excessive amount of info.
That’s what occurs if you need to ebook someplace and even in the event you’re simply looking,
You get bombarded by affords; there’s simply an excessive amount of info, and it simply feels overwhelming.
TDM So lots of these Gen Zs are literally utilizing social media of some sort.
You additionally made a remark saying a travel company or agent must be the place the clients are.
But, to be extra particular, on what kind of platform do you assume they must be primarily based on your analysis?
BertS Well, I imply, you already know, it’s social media, it’s travel blogs, it’s opinions posted on-line, even on the spot messaging platforms.
Those are all the platforms that Gen Z is utilizing as of late; and, for travel agents, that’s the place they have to be.
They additionally have to be energetic, posting, reacting, and showcasing, as a result of they’re actually making a relationship with purchasers even earlier than they present up at the door, and that’s crucial in the present day.
Being service oriented will get outcomes
BertS I believe that profitable travel agents have all the time targeted on superb customer support.
If you give nice customer support, you should have a successful enterprise.
I imply, you need your clients to come back again, and they are going to come again in the event that they know that you’re going that additional mile they want in some circumstances.
Then they are going to come again for the subsequent one, and the subsequent one after that; so this is essential.
TDM You made a remark in the session that clients are keen to spend 67 % extra if the expertise is value it.
Now, are you speaking about the expertise with the travel agents or about the precise expertise at the vacation spot?
BertS I used to be talking of that in basic.
As a shopper, you’re able to spend extra if the gross sales expertise is value it, proper?
Now, if the gross sales expertise is sweet, the worth is much less vital.
Statistically, Gen Zs search out luxurious lodging, and it’s like each two out of three, proper? In which case, they’re imply, they’re searching for one thing distinctive, one thing that basically fits their tastes.
Another fascinating statistic is that Gen Z truly spends 20 % greater than the common traveller.
So, if it’s value it, they’ll do it.
TDM I additionally appreciated what was mentioned earlier in the present day whereby a woman on one in all the panels mentioned that the oldest technology was all “Let’s work now, then travel later.”
BertS But Gen Z desires their travel time now, not after they retire, and they are going to repeat the expertise.
That’s why they assume it’s value it, and additionally why they’ll fortunately pay up for it.
About Bertrand Sava
A French nationwide, Bertrand Sava has been basic supervisor for retail and travel companies for HBX Group subsidiary Hotelbeds since March 2022.
He has a well-demonstrated historical past of working in the info expertise and providers trade.
As such, he’s extremely expert in the fields of banking, gross sales administration, in addition to monetary applied sciences (fintech.)
The publish Hotelbeds’ Bertrand Sava on Gen Z and travel agents in the 21st century travel landscape appeared first on Travel Daily Media.
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