A Beroni study conducted by ObservaTUR reveals that customers particularly value a WhatsApp channel and a 24/7/365 customer service hotline in their interactions with travel agencies. The results highlight that technology is essential during the inspiration and planning stages of a trip, helping to personalize itineraries.
In addition, travelers prefer to carry their travel information in print, showing little interest in digital documentation. On the other hand, travel companion apps attract limited interest and are not commonly requested by customers. Little importance is also placed on the ability to book through B2C websites.
The Beroni report, conducted in collaboration with ObservaTUR, indicates that travel agency users place little value on the option of booking through B2C websites, aligning with their preferred purchasing channel. A key finding is the importance of technology during the inspiration phase, suggesting that agencies should maintain ongoing communication with customers by sending offers and newsletters to help them plan their trips. Josep Bellés, CEO of Beroni, emphasizes that these technological tools provide security and confidence during the trip.
