ICT in Travel Agency: Benefits, Utilization, and Customer Management

This report provides an overview of Information and Communication Technology (ICT) and its extensive application within the travel agency sector. It highlights the evolution from basic IT to comprehensive ICT solutions, emphasizing how ICT, including e-tourism, has become integral. The report details how ICT facilitates flight tracking, enhances customer relationship management, and improves overall trip management, ensuring customer safety and satisfaction. It also references several academic sources to support the claims. The conclusion reiterates the critical role of ICT in modernizing the travel and tourism industry, making it more accessible and efficient for both businesses and customers. This paper shows the importance of ICT in modern travel agencies, offering insights into how technology improves operations and customer experiences within the travel sector.

Running head: INFORMATION AND COMMUNICATION TECHNOLOGY
Information and Communication Technology
Name of the Student
Name of the University
Author’s Note:

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INFORMATION AND COMMUNICATION TECHNOLOGY
Synopsis
Information and Communication Technology or ICT is the extended version of
Information Technology or IT. The term ICT refers to the conjunction of computer networks
with telephone networks through a single link system or a single cabling (Vaishnavi & Kuechler,
2015). ICT is used in all organizations in modern world. The following task outlines the
utilization and the benefit of Information and Communication Technology in regular use in a
travel agency.
Critique
ICT is defined as the applications, methods and concepts, which are involved in modern
technology and are constantly changing on an almost regular basis. The broadness of the ICT
covers any item or product that will retrieve, store, receive, transmit, manipulate, or transmit
information in a digital form electronically, for example emails, digital television, robots,
personal computers. The usage of Information and Communication Technology or ICT has
become very common in modern life. This is even common in travel agency or travel and
tourism (Law, Buhalis & Cobanoglu, 2014). Travel technology, which is also known as the
hospitality automation and the tourism technology, is an implementation of Information
Technology (IT) or Information and Communication Technology (ICT) in the hospitality,
tourism, and travel industry. One of the basic forms of this travel technology is the flight tracking
(Schegg & Stangl, 2017). Different flights can be tracked easily with this technology. In the
earlier days, travel technology was generally related with the CRS or Computer Reservations
System in the aviation industry; but now this travel technology is utilized more comprehensively,
including the broad tourism industry as well as its sub section the hospitality sector. While this
travel technology implicates the computer reservations system, it also reflects a much larger

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INFORMATION AND COMMUNICATION TECHNOLOGY
range of implementations, which are even increasing. Travel technology involves the non-real
tourism in the form of the non-real tour technologies. Travel technology can also be referred to
as e-tourism/ etourism (e-Tourism), e-travel / etravel, which means electronic tourism or
electronic travel. E-tourism is the analysis, design, application and implementation of
Information Technology and the solutions of e-commerce in the tourism sector and travel
agency. E-Tourism is the application of Information and Communication Technology in the
travel industry and the hospitality industry. Travel tracking is another feature of ICT in travel
agency. Whenever, a person travels, there is always a chance that the person might get lost. This
particular problem can be solved with the new technology of ICT, the travel tracking. The whole
trip of that individual can be tracked easily with this technology (Bizirgianni, & Dionysopoulou,
2013). All travel agencies are now using Information and Communication Technology for
tracking their customer’s trips. The customers also feel safe and secured with this technology,
which is good for the travel agency, as there is a high chance that the customers will again come
to that travel agency for any further trips. This technology is even managing the customer
relationship management with the travel agency.
Conclusion
Therefore, from the above discussion it can be concluded that, Information and
Communication Technology or ICT has conquered the business, even in the travel and tourism
industry. With the help of this technology, the flights and the whole trip can be tracked easily,
which even makes the customers feel safe and secured. ICT makes the travel and tourism
industry much easier to access.

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References
Bizirgianni, I., & Dionysopoulou, P. (2013). The influence of tourist trends of youth tourism
through social media (SM) & information and communication technologies
(ICTs). Procedia-Social and Behavioral Sciences, 73, 652-660.
Law, R., Buhalis, D., & Cobanoglu, C. (2014). Progress on information and communication
technologies in hospitality and tourism. International Journal of Contemporary
Hospitality Management, 26(5), 727-750.
Schegg, R., & Stangl, B. (2017). Information and Communication Technologies in Tourism
2017.
Vaishnavi, V. K., & Kuechler, W. (2015). Design science research methods and patterns:
innovating information and communication technology. Crc Press.