Innovation Improving Service, Data, Costs
<H1> Innovation Improving Service, Data, Costs</H1><B>I</B>n the high-tech world of today's commerce, simply booking a flight on an airplane can consume a costly half hour out of a business day. Business travel can be time consuming enough without wasting valuable minutes trying to achieve something as basic as getting a seat on the right plane at the right time. The waste is especially galling when you consider that advances in computer software technology can reduce that half hour to mere minutes.
The average transaction requires up to seven telephone calls, each taking about five minutes. That begins with the initial request for information, which evolves into a process of eliminating options until a decision on flight and time is made. Finally, a ticket is ordered and delivery is arranged.
How does a travel agency speed the reservations process, provide booking service and blend people and automation into an affordable, workable mix? Today, there are software programs that help agencies keep up with the increasing demands of the traveling public. There is a variety of booking products that improve the quality of information provided to a traveler, provide it faster and make it possible to tailor the information to match the traveler's company policy.
For instance, travelers using company e-mail can communicate their needs electronically, and the booking process can be accomplished more efficiently, more accurately and within corporate policy-without anyone picking up a phone.
Other products developed for laptop computer users allow travelers to access information and book flights via online communications. Information filters make certain that the orders adhere to a company's purchasing edicts. Travelers select from those suppliers their company has approved. Other online products are ideal for intranet applications; access to information and booking processes are in real time and, again, transactions follow company policy.
Another innovation is accessing American Airlines' Sabre Reservations System through agency-designed Web pages. Users can view schedules and book flights with the benefit of real-time information. Bookings are quality controlled for accuracy and the lowest fare.
Companies and travelers who are not comfortable with these systems can stay with the old way of doing business-by telephone. But even here, innovations offer improvements. Travelers can phone or fax reservation requests that are processed directly on a computer. Once the reservation is booked, the travel agent can fax the itinerary back to the client through a computer.
A point-and-click Windows-based system provided by Sabre enables an agent to call up and provide information up to 30 percent more quickly and accurately because most of the information is prescripted. The reservation goes into a special queue, where it is examined by the agent's automated quality control system. Quality control ensures policy compliance and the best possible airfare.
Along with the natural desire to keep up with trends and technologies, there is a basic pocketbook reason for all of us in the business to be innovative: When Delta Airlines capped commissions for all domestic flights at $50, it has to be considered a harbinger of things to come throughout the industry. Now, the goals are not simply to provide a level of information and service at an acceptable cost. The new realities demand better service, better information and lower costs.
<I>Domenic Pugliares is president and CEO of Aquarius Travel in Cambridge, Mass.