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, normal supervisor for retail and travel businesses for HBX Group’s Hotelbeds, was a part of a panel at the just lately concluded MarketHub 2025 commerce convention which mentioned key developments taking place 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Sava, in addition to different HBX officers, identified that, removed from turning into out of date, travel businesses and their agents are thriving effectively in today and age.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 feel you used the phrase, a re-emergence of the travel businesses; 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 business, right here for 3 years now.
When I used to be invited to hitch [HBX Group] to take that position as its retail normal supervisor, I used to be actually occupied with 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 just isn’t solely transactions from the older generations that used to make use of travel businesses commonly, however from the Gen Z, which is one thing that individuals might think about a bit of bit shocking.
Indeed, 40 % of Gen Z are conscious that they’re relying on travel agents each time they guide their journeys.
They actually 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 discovered 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 might be flawed right here, is that this Gen Z, to make use of your phrases, is searching for extra experiential locations, possibly even getting out of the large 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 large cities?
BertS I feel 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 due to this fact that’s relying a bit a lot on over-tourism.
On the different hand, additionally they want to do solo travel, that uniqueness that they’re taking a look at; 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 as the common sights, proper?
TDM You made a remark this morning, and it was so telling: 65 % of vacationers really feel overwhelmed.
And I preferred 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 typically actually is an excessive amount of info.
That’s what occurs while you wish to guide someplace and even in case 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 type.
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, you already know, it’s social media, it’s travel blogs, it’s opinions posted on-line, even instantaneous messaging platforms.
Those are all the platforms that Gen Z is utilizing today; 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 crucial immediately.
Being service oriented will get outcomes
BertS I feel that profitable travel agents have all the time centered on superb customer support.
If you give nice customer support, you should have a profitable enterprise.
I imply, you need your prospects to return again, and they are going to come again in the event that they know that you’re going that further 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 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 normal.
As a shopper, you’re able to spend extra if the gross sales expertise is price it, proper?
Now, if the gross sales expertise is nice, 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 looking 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 price it, they’ll do it.
TDM I additionally preferred what was mentioned earlier immediately whereby a woman on one among 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 are going to repeat the expertise.
That’s why they suppose it’s price it, and additionally why they’ll fortunately pay up for it.
About Bertrand Sava
A French nationwide, Bertrand Sava has been normal supervisor for retail and travel businesses for HBX Group subsidiary Hotelbeds since March 2022.
He has a well-demonstrated historical past of working in the info expertise and providers business.
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.