Bertrand Sava, common supervisor for retail and travel companies for HBX Group’s Hotelbeds, was a part of a panel at the 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Sava, in addition to different HBX officers, identified that, removed from turning into out of date, travel companies and their agents are thriving properly in at the present time and age.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 matters, if we might.
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 business, right here for 3 years now.
When I used to be invited to affix [HBX Group] to take that function as its retail common supervisor, I used to be actually excited 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 stunning is that what is definitely fueling that progress is just not solely transactions from the older generations that used to make use of travel companies often, however from the Gen Z, which is one thing that folks might take into account just a little bit stunning.
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 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 discovered about.
They worth all that extra than simply the complete price of the journey, and that’s precisely the place travel agents must 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 unsuitable 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 massive cities and so forth.
Are they simply tapping into the travel agents for one more degree of experience about the place to go that’s past the massive cities?
BertS I believe that it’s balanced, proper; because on one hand, they wish to go the place they’ll have that put up, 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 favor 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 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 really a French journalist who mentioned that.
But I adore it, as a result of there typically actually is an excessive amount of info.
That’s what occurs once you wish to ebook someplace and even in case you’re simply looking out,
You get bombarded by gives; there’s simply an excessive amount of info, and it simply feels overwhelming.
TDM So a number 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 clients are.
But, to be extra particular, on what kind of platform do you assume they should be based mostly 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 nowadays; and, for travel agents, that’s the place they must be.
They additionally 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 at the door, and that’s essential immediately.
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 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 instances.
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 common.
As a client, you’re able to spend extra if the gross sales expertise is value it, proper?
Now, if the gross sales expertise is sweet, the value 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 in search of one thing distinctive, one thing that actually fits their tastes.
Another fascinating statistic is that Gen Z really spends 20 % greater than the common traveller.
So, if it’s value it, they’ll do it.
TDM I additionally preferred what was mentioned earlier immediately whereby a woman on considered one of the panels mentioned that the oldest era was all “Let’s work now, then travel later.”
BertS But Gen Z desires their travel time now, not once 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 common 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 business.
As such, he’s extremely expert in the fields of banking, gross sales administration, in addition to monetary applied sciences (fintech.)
