Channel Chat

The Official Voice Of ETAA

Bengal sub-agents move on despite their problems

Joy Roy Choudhury - Kolkata

The sky has opened up and so have the opportunities. The number of business travellers from Kolkata or for that matter West Bengal has increased manifold in the last one decade. Leisure travel too is on the rise and more and more outbound domestic tourists are opting for air travel, thanks to the entry of several no-frills airlines into the sector.

To facilitate this kind of movement of business travellers and tourists, a large network of travel agents, tour operators, agents and sub-agents is working round the clock. Amongst them, the non-IATA accredited agents comprise a large chunk. Operating from their small (often one-room) offices these sub-agents have kept pace with the ever-evolving tourism industry, moulding themselves to the changing demands of the industry.

Such factors have brought in some kind of cheer among these sub-agents operating from the city. Till recently, many of them were thinking of winding-up their operations failing to make a break-even following cuts in commissions and gaining popularity of internet booking. Feels Jayanta Roy of Connexion, a city-based ticketing agent, "With an increase in business travel following a boom in the IT sector in the state and a tendency among domestic tourists to travel by air for their vacations, we have been able to make both our ends meet."

This has proved that sub-agents are an integral part of the travel business, withstanding the test of time by offering 'value-added services' to customers. A K Chatterjee of World Express Travels & Tours, Kolkata says, "We have survived and grown only through the value-added services we offer. Several multinational companies and leading public and private sector banks have retained us only because of the personalised services we provide, which an IATA-accredited agency seldom offers. We have been successful in retaining our markets through our own marketing initiatives. Today, we aggressively pursue clients. The onus of selling is definitely on us. We give the IATA agents their business."

A section of the sub-agents alleged that in spite of their continued support, large airlines have not been too co-operative. Says another sub-agent, "Sometimes, airline companies do not provide vital information about flight timings, airfares and routes. In some cases, we lose business. This affects our prospects significantly. The rapid increase in the use of technology too has affected our business as we have failed to invest in some cases."

Most of them are not in a position to invest substantially to put up an IT infrastructure. Another important development has been the usage of the Central Reservation Systems (CRS), traditionally considered a stronghold of IATA-accredited agencies. But many sub-agents in Kolkata can't really access the system; they still rely on tele-calls for their bookings.

Some of them even complained that few airlines do not entertain bookings forwarded by the sub-agents.

I Chatterjee, proprietor of Travel Tips, shrugged off the problems saying, "We are not facing any difficulties as such and are happy with our relations with the airlines."

"Another problem plaguing us is the entry of inexperienced and amateur travel agents into the fray. They are lured by the money involved and are out to make a quick buck. These travel agents with very little knowledge about the industry often fleece gullible clients earning disrepute for the industry. They often resort to unfair trade practices and quote discounts that is impossible for us to offer in turn damaging the market," says another sub-agent.

On the issue of accreditation to IATA, most agents said that while its importance is undisputed, there is little doubt that with qualification comes a host of obligations and responsibilities. An IATA-accredited agency has to be computerised, have a requisite number of trained staff and more importantly it should have a strong financial backbone, which many sub-agents do not possess.

A sub-agent operating from a district town of Bengal said, "Though there has been a steady increase in business over the last few years, frequent travellers still rely on Kolkata-based agents or go for internet bookings." Because the sub-agents outnumber IATA agents, it is imperative for the airline industry to look into the problems of the sub-agents and take necessary action.