Bertrand Sava, basic supervisor for retail and journey companies for HBX Group’s Hotelbeds, was a part of a panel on the just lately concluded MarketHub 2025 commerce convention which mentioned key developments taking place within the sector, significantly inside the Asia Pacific.
Sava, in addition to different HBX officers, identified that, removed from changing into out of date, journey companies and their brokers are thriving properly at the present time.
On this unique interview, Save shares additional insights with Journey Day by day Media’s personal Gary Marshall.
Journey Day by day Media (TDM) Proper now, journey brokers are in, I feel you used the phrase, a re-emergence of the journey companies; and also you additionally commented that journey brokers are misunderstood; so, let’s simply contact on these two matters, if we could.
Bertrand Sava (BertS) Let’s begin with the misunderstanding about journey brokers, I’d say.
Really, 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.
After I was invited to affix [HBX Group] to take that function as its retail basic supervisor, I used to be actually interested by 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’s shocking is that what is definitely fueling that development shouldn’t be solely transactions from the older generations that used to make use of journey companies recurrently, however from the Gen Z, which is one thing that folks could think about a bit of bit shocking.
Certainly, 40 p.c of Gen Z are conscious that they’re counting on journey brokers each time they e book 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 of the extra, significantly the add-ons, the hidden gems they wouldn’t have discovered about.
They worth all that extra than simply the entire value of the journey, and that’s precisely the place journey brokers must be at.
Within the context of overtourism
TDM Okay;now, let’s contact on that phrase over-tourism.
My assumption, and I might be mistaken right here, is that this Gen Z, to make use of your phrases, is on the lookout for extra experiential locations, possibly even getting out of the large cities and so forth.
Are they simply tapping into the journey brokers for one more stage of experience about the place to go that’s past the large cities?
BertS I feel that it’s balanced, proper; because on one hand, they wish 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.
Then again, in addition they favor to do solo journey, that uniqueness that they’re ; so I feel 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 because the common sights, proper?
TDM You made a remark this morning, and it was so telling: 65 p.c of vacationers really feel overwhelmed.
And I appreciated that saying: An excessive amount of data kills data.
BertS Yeah, it was really a French journalist who stated that.
However I adore it, as a result of there usually actually is an excessive amount of data.
That’s what occurs if you need to e book someplace and even in the event you’re simply looking,
You get bombarded by affords; there’s simply an excessive amount of data, and it simply feels overwhelming.
TDM So loads of these Gen Zs are literally utilizing social media of some form.
You additionally made a remark saying a journey company or agent must be the place the purchasers are.
However, to be extra particular, on what kind of platform do you suppose they should be primarily based in your analysis?
BertS Effectively, I imply, you realize, it’s social media, it’s journey blogs, it’s opinions posted on-line, even instantaneous messaging platforms.
These are all of the platforms that Gen Z is utilizing today; and, for journey brokers, that’s the place they must be.
Additionally they must be energetic, posting, reacting, and showcasing, as a result of they’re actually making a relationship with shoppers even earlier than they present up on the door, and that’s essential in the present day.
Being service oriented will get outcomes
BertS I feel that profitable journey brokers have at all times centered on wonderful customer support.
In case you give nice customer support, you should have a profitable 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 following one, and the following one after that; so this is essential.
TDM You made a remark within the session that prospects are keen to spend 67 p.c extra if the expertise is price it.
Now, are you speaking concerning the expertise with the journey brokers or concerning the precise expertise on the vacation spot?
BertS I used to be talking of that basically.
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 vital.
Statistically, Gen Zs hunt down luxurious lodging, and it’s like each two out of three, proper? Through which case, they’re imply, they’re searching for one thing distinctive, one thing that basically fits their tastes.
One other attention-grabbing statistic is that Gen Z really spends 20 p.c greater than the typical traveller.
So, if it’s price it, they’ll do it.
TDM I additionally appreciated what was stated earlier in the present day whereby a girl on one of many panels stated that the oldest era was all “Let’s work now, then journey later.”
BertS However Gen Z desires their journey time now, not after they retire, and they’ll repeat the expertise.
That’s why they suppose it’s price it, and likewise why they’ll fortunately pay up for it.
About Bertrand Sava
A French nationwide, Bertrand Sava has been basic supervisor for retail and journey companies for HBX Group subsidiary Hotelbeds since March 2022.
He has a well-demonstrated historical past of working within the data know-how and providers trade.
As such, he’s extremely expert within the fields of banking, gross sales administration, in addition to monetary applied sciences (fintech.)