Hotelbeds’ Bertrand Sava on Gen Z and travel agents in the 21st century travel landscape

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 tendencies 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Sava, in addition to different HBX officers, identified that, removed from turning into out of date, travel companies and their agents are thriving properly in at the present time and age.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 might.

Bertrand Sava (BertS) Let’s begin with the misunderstanding about travel agents, I might 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 affix [HBX Group] to take that function 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 progress will not be solely transactions from the older generations that used to make use of travel companies frequently, however from the Gen Z, which is one thing that individuals might take into account a bit of bit shocking.

Indeed, 40 % of Gen Z are conscious that they’re relying on travel agents at any time when they ebook their journeys.

They really need one thing distinctive, one thing that connects to their values.

Gen Z actually needs 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 complete value of the journey, and that’s precisely the place travel agents should be at.

In the context of overtourism

TDM Okay;now, let’s contact on that phrase over-tourism.

My assumption, and I could possibly be mistaken right here, is that this Gen Z, to make use of your phrases, is in search of extra experiential locations, perhaps even getting out of the large cities and so forth.

Are they simply tapping into the travel agents for an additional degree of experience about the place to go that’s past the large cities?

BertS I believe that it’s balanced, proper; because on one hand, they prefer to go the place they will have that publish, that image, that selfie, and subsequently that’s relying a bit a lot on over-tourism.

On the different hand, in addition they desire to do solo travel, that uniqueness that they’re ; 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 really 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 while you wish to ebook someplace and even in case you’re simply looking out,

You get bombarded by affords; there’s simply an excessive amount of info, and it simply feels overwhelming.

TDM So a whole lot of these Gen Zs are literally utilizing social media of some variety.

You additionally made a remark saying a travel company or agent must be the place the prospects are.

But, to be extra particular, on what kind of platform do you suppose they should be primarily based on your analysis?

BertS Well, I imply, , it’s social media, it’s travel blogs, it’s opinions posted on-line, even prompt messaging platforms.

Those are all the platforms that Gen Z is utilizing as of late; and, for travel agents, that’s the place they should be.

They additionally should 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 essential right now.

Being service oriented will get outcomes

BertS I believe that profitable travel agents have at all times targeted on superb customer support.

If you give nice customer support, you should have a successful enterprise.

I imply, you need your prospects to return again, and they’ll come again in the event that they know that you’re going that additional mile they want in some instances.

Then they’ll 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 prospects are prepared to spend 67 % extra if the expertise is price 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 client, you’re able to spend extra if the gross sales expertise is price it, proper?

Now, if the gross sales expertise is sweet, the worth is much less essential.

Statistically, Gen Zs hunt down luxurious lodging, and it’s like each two out of three, proper? In which case, they’re imply, they’re looking for one thing distinctive, one thing that basically fits their tastes.

Another attention-grabbing statistic is that Gen Z really spends 20 % greater than the common traveller.

So, if it’s price it, they’ll do it.

TDM I additionally appreciated what was mentioned earlier right now whereby a girl on certainly one of the panels mentioned that the oldest technology was all “Let’s work now, then travel later.”

BertS But Gen Z needs their travel time now, not once they retire, and they’ll repeat the expertise.

That’s why they suppose it’s price it, and additionally why they’ll fortunately pay up for it.