Digital Is Your Ally, Not Your Competitor
Online agencies enjoyed a strong early start in attracting millennial users and setting new expectations when it comes to the ease and rapidity of booking flights, cars, or hotels. But they can also be limited by their online-only presence in terms of customer service. While it is safe to say that brick-and-mortar agencies will never survive without digitization – much less take the upper hand again – they are still in the game. The travel industry has so many parameters that joining forces is necessary. In the case of Allo Taxi and ecab, for example, the local taxi rental company brought to the table a quality product, whereas the app service brought its digital channel, knowhow, and millennial fan base.
At the end of the day, travel has always been about an experience, not just a cost or a vehicle, and the focus on delivering the best quality to users will continue both online and offline.