Hotelbeds’ Bertrand Sava on Gen Z and travel agents in the 21st century travel landscape

The submit Hotelbeds’ Bertrand Sava on Gen Z and travel agents in the 21st century travel landscape appeared first on TD (Journey Each day Media) Travel Daily Media.

Bertrand Sava, common supervisor for retail and journey companies for HBX Group’s Hotelbeds, was a part of a panel on the lately concluded MarketHub 2025 commerce convention which mentioned key tendencies taking place within the sector, notably throughout 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Sava, in addition to different HBX officers, identified that, removed from changing into out of date, journey companies and their brokers are thriving properly nowadays.

On this unique interview, Save shares additional insights with Journey Each day Media’s personal Gary Marshall.

Journey Each day Media (TDM) Proper now, journey brokers are in, I believe 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 might.

Bertrand Sava (BertS) Let’s begin with the misunderstanding about journey brokers, I might say.

Truly, 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.

After I was invited to hitch [HBX Group] to take that function as its retail common 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’s stunning is that what is definitely fueling that progress will not be solely transactions from the older generations that used to make use of journey companies commonly, however from the Gen Z, which is one thing that individuals might think about a bit bit stunning.

Certainly, 40 % of Gen Z are conscious that they’re counting on journey brokers at any time when they e-book their journeys.

They really 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 of the extra, notably the add-ons, the hidden gems they wouldn’t have discovered about.

They worth all that extra than simply the full price 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 flawed 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 massive cities and so forth.

Are they only tapping into the journey brokers for an additional stage 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 submit, that image, that selfie, and due to this fact that’s relying a bit a lot on over-tourism.

However, additionally they favor to do solo journey, that uniqueness that they’re ; 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 because the common points of interest, proper?

TDM You made a remark this morning, and it was so telling: 65 % of vacationers really feel overwhelmed.

And I preferred that saying: An excessive amount of data kills data.

BertS Yeah, it was truly a French journalist who stated that.

However I find it irresistible, as a result of there typically actually is an excessive amount of data.

That’s what occurs while you wish to e-book someplace and even in the event you’re simply looking,

You get bombarded by presents; there’s simply an excessive amount of data, and it simply feels overwhelming.

TDM So numerous 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 shoppers are.

However, to be extra particular, on what kind of platform do you suppose they must be based mostly in your analysis?

BertS Properly, I imply, you recognize, 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 as of late; and, for journey brokers, that’s the place they must be.

In addition 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 crucial immediately.

Being service oriented will get outcomes

BertS I believe that profitable journey brokers have at all times centered on wonderful customer support.

When you give nice customer support, you’ll have a profitable enterprise.

I imply, you need your clients to come back again, and they’re going to come again in the event that they know that you’re going that further mile they want in some instances.

Then they may come again for the subsequent one, and the subsequent one after that; so this is essential.

TDM You made a remark within the session that clients are prepared to spend 67 % extra if the expertise is price it.

Now, are you speaking in regards to the expertise with the journey brokers or in regards to the precise expertise on the vacation spot?

BertS I used to be talking of that normally.

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 value is much less essential.

Statistically, Gen Zs search out luxurious lodging, and it’s like each two out of three, proper? Through which case, they’re imply, they’re in search of one thing distinctive, one thing that actually fits their tastes.

One other 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 stated earlier immediately whereby a woman on one of many panels stated that the oldest technology was all “Let’s work now, then journey later.”

BertS However Gen Z needs their journey time now, not once they retire, and they’re going to repeat the expertise.

That’s why they suppose it’s price it, and in addition why they’ll fortunately pay up for it.