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THE TRAVEL AGENCY SERVICE INDUSTRY: INDUSTRY TRENDS AND PRACTICES
Sue Bergin-Seers1 , Barry O’Mahony2 and Regina Quiazon3

Introduction
The need for this scoping study was identified by the Australian Federation of Travel Agents (AFTA). A current overview of the industry, including the changing trends of travellers, was required by the organisation, with a specific request to source existing available data with regard to industry trends for travellers in seeking, booking and purchasing travel. It was understood from the outset that data may not exist to answer all the desired needs and, hence, the scoping study would help to confirm the need for future primary research, as well as the parameters and dimensions of that research. This paper describes the key findings of the scoping phase. In identifying the current trends and practices in the Travel Agency Service Industry, the research was based on secondary data to specifically consider the following issues, as identified by AFTA: • Travel agency reservations and bookings as compared to reservations and bookings conducted over the internet; • Use of the internet for information sourcing for travel decision making as opposed to advice from travel agents; • Variations in usage of the internet versus travel agents according to market segment and length of stay; • Direct selling by airlines; • Reasons for traveller use of the internet; and • Best practice competitive strategies by key travel agents.

Data Sources and Limitations
The data for the study were drawn from a number of sources, including IbisWorld, Tourism Australia, Roy Morgan, AC Nielsen, Australian Bureau of Statistics, Sustainable Tourism Cooperative Research Centre (STCRC) and various media sources. It should be noted that the IbisWorld (2005) data was used extensively as it provided regular updates on the travel agent industry. The wide-ranging

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