Just like many other industries, the travel industry has seen a major shift in the makeup of its workers.
Not surprisingly, the popularity of the home office has transformed where and how travel agents do their jobs.
The Travel Institute recently released the first part of its recent survey, the Changing Face of Travel Agents, and results reveal how the role of the travel agent has changed over the last decade and the key parameters for success in an ever-changing industry.
According to Travel Institute president Diane Petras, the survey "zeroes in on" the four "Cs" of the agency community: composition, certification, contentment, and compensation.
"What a difference a decade makes when it comes to this comprehensive look at the changing dynamics of our industry," said Petras. "While we certainly wanted specific certification analytics measured, the Changing Face of Travel Agents is much bigger than that. These metrics are meant for our entire industry to analyze and filter through to what means the most to them."
Travel agents have shifted from working primarily as employees (71 percent in 2008), to working primarily as independent contractors or ICs (62 percent in 2017). Independent contractors are most likely to work from home.
In fact, a vast number of agents prefer the home office. Ninety-two percent of independent contractors work from home and, while traditional employees are more likely to work from the office, 22 percent are working from home as well.
The survey is revealing in other ways as well. Whereas career travel agent employees still work more traditional hours in an office, the new faces of the industry are focused more on part-time work and rely more on their host agencies for support.
Forty-seven percent of ICs have fewer than three years of experience in their travel business whereas 46 percent of employees have more than 20 years of experience in the industry.
Many ICs also work 20 hours per week or less compared to their counterparts who frequently clock more than 40 hours per week. Thirty-six percent of independent contractors work less than 20 hours per week and 46 percent of employees work more than 40 hours per week.
Travel is still a top draw for the industry, but 69 percent of ICs were also attracted by the ability to work from home as well as flexible hours and financial opportunity.
Independent contractors are much more likely to align with a host agency, with four in five partnering with an agency for support, training, education, access to suppliers and higher commissions.
The recent Changing Face Travel study was the first time The Travel Institute has measured the degree of professionalism within the industry and the results underscore the financial importance of training as well as the institute's reputation for setting the gold standard in travel agent education.
Thirty-eight percent, more than one in three, agents have earned some type of travel agent certification, and agents earning their CTA, CTC, or CTIE certification from The Travel Institute report significantly higher sales and income compared to those with a destination or niche certification, or no certification. The majority of agents who are accredited by The Travel Institute and CLIA largely feel their certification(s) has a positive impact on their ability to attract and retain clients.
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