Usefulness of ICT in Travel Agency Organizations

This article discusses the advantages of using information and communication technology in travel agency organizations. It covers the use of online portals, reservation systems, online payment, data analysis, and customer support. The article concludes that the use of information technology allows travel agencies to spread out their business in a more structured and improved manner.

Running head: USEFULNESS OF ICT IN TRAVEL AGENCY ORGANIZATIONS
Usefulness of ICT in Travel Agency Organizations
Name of the Student:
Name of the University:
Author note:

1
USEFULNESS OF ICT IN TRAVEL AGENCY ORGANIZATIONS
Introduction
The use of information and communication technology is the need of the hour in any
business organization in the modern times. Information technology not only helps an
organization to store and analyze enormous bulks of data but also allows the organization’s
business to reach out to their customers in a more productive way. The tourism industry is
however a booming business sector, nowadays and hence they make vigorous use of IT in
their daily course of work (MacKay & Vogt, 2012).
Use of Information Technology in Travel agencies
As stated above, information technology can be used for many advantageous terms in
the field of tourism business. Information technology introduces the use of computers,
smartphones and web networks in the respective business field (Wang, Xiang, & Fesenmaier,
2016). The following technological systems can assist the business process of travel agencies
depending on their structure and size:
 An online portal: Through the help of information technology, the agencies can put
up their own web portal or online application before the whole world. This will allow
them to reach out the general mass all around the globe. Their customers are hence
allowed to create accounts and login into these systems and view or avail offers and
make bookings. They can also promote their business through social media platforms
like Facebook, Twitter and so on (Chung & Koo, 2015).
 Reservation System: This allows the customers to view the available vacation sites
that the agency offers and then book their flight tickets along with the agency. They
are able to view the number of reservations that are available for the particular trip
and then confirm their booking. They can also review the trip catalogs before making
a booking.

2
USEFULNESS OF ICT IN TRAVEL AGENCY ORGANIZATIONS
 Online Payment: Through the use of information technology, the agency can handle
payments through e-money transfer and hence they will not have to consider post-trip
cash or check payments. The customers are asked to make the payment through an
online payment portal once they have decided the trip voucher that they are willing
purchase. Through online payment methods, the tourism agencies can also easily
supervise partial refunds in case of cancelled or re-scheduled trips for a customer.
MakeMyTrip, a famous online international tourism service provider from India
reports that they have to make over 35% cancellation each day, and that the online
payment mode has made it easier than ever ("Check Refund Status - MakeMyTrip",
2018).
 Data analysis: The Company can maintain a database of all their customers or
account holders. This not only helps to them to promote their lucrative offers before
them through email or web services, but also helps the agencies to build a strong base
of loyal customers. They are able to analyze the reviews and ratings given by all their
customers who used their service and then learn from it. This helps the agency to
grow as an organization by fitting in the gaps and flaws with recommended and
feasible options. The storage of data through online media also allows the agencies to
analyze the best tourist spots and then they can decide to provide offers and
delicacies, accordingly.
 Customer Support: Setia, Venkatesh, & Joglekar, (2013), says that customer support
is one of the most important advantages of communication technology. This helps the
customers to reach out to the agency at any time and from anywhere just be reaching
out to the online Contact Us page in the portal. They can then have a chat with the
customer support representative over the call, chat or email. This helps both, the
company and the customer to resolve the issues as soon as possible.

3
USEFULNESS OF ICT IN TRAVEL AGENCY ORGANIZATIONS
Conclusion
It can hence be concluded that the use of information technology allows the travel
agencies to spread out their business in a more structured and improved manner. It also helps
the customers to review their trips better, before they opt for it or after they have already
taken it. Customer support is also considered as one of the most important daily information
communication technology assistance in this particular field.

4
USEFULNESS OF ICT IN TRAVEL AGENCY ORGANIZATIONS
References
Check Refund Status - MakeMyTrip. (2018). Retrieved from
https://www.makemytrip.com/railways/check-refund-status.html
Chung, N., & Koo, C. (2015). The use of social media in travel information
search. Telematics and Informatics, 32(2), 215-229.
MacKay, K., & Vogt, C. (2012). Information technology in everyday and vacation
contexts. Annals of Tourism Research, 39(3), 1380-1401.
Setia, P., Venkatesh, V., & Joglekar, S. (2013). Leveraging digital technologies: How
information quality leads to localized capabilities and customer service
performance. Mis Quarterly, 37(2).
Wang, D., Xiang, Z., & Fesenmaier, D. R. (2016). Smartphone use in everyday life and
travel. Journal of travel research, 55(1), 52-63.