Everyone has a PC with Internet access on their desks. Just after Christmas, a group of people were asked if anyone had done all of their Christmas shopping over the web. No one answered. Some had purchased some items, but other items were too special, too complex, or the consumer wanted to see the item, talk to someone about the features, feel convinced that the item would arrive on time or had special requests. The same concepts apply to the travel business.
Some items require a travel agent to provide that customer service.
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