Simon Calder: So Thomas Cook branches are closing - but travellers who book holidays on the internet instead will miss their expertise

 

TRAVEL CORRESPONDENT

The internet is made for travel, connecting millions of people with billions of combinations of flight seats, hotel beds and rental cars. You can understand anyone with a broadband connection concluding that, as they have access to the same products as the traditional travel agent, they too must be a travel agent.

They are not, of course, which is why so many apparently straightforward bookings go expensively awry (as the family who have just contacted me after juxtaposing first and last names on a Qatar Airways flight have unfortunately discovered).

But in the chronically low-margin industry of travel, the market is brutal. Thomas Cook’s new boss, Harriet Green, evidently believes that not enough people value the service of her firm’s agents to justify such a strong High Street presence – and that the customers who have moved online are not coming back any time soon.

Given that blunt assessment, the consequences are clear. Any agency that is struggling to meet targets is a candidate for closure. And if two Thomas Cook shops serve the same catchment area, business logic suggests that only the stronger will survive. The firm will hope that customers from the weaker will remain loyal to the brand: Thomas Cook is, after all, the most durable name in the travel business.

Cost-cutting is not risk-free, however. A smaller high street presence means fewer opportunities to sell the aircraft seats and package holidays that are the other crucial elements in Thomas Cook’s “vertically integrated” business model.

Thomas Cook is also shedding valuable human capital, in the shape of expertise. Some shop staff give the impression of being both poorly paid and poorly travelled, merely “order-takers” in a world that no longer needs such people. But most have a wealth of experience. They know the right questions to ask so that they sell the right holiday, and are also aware of the many pitfalls between the buyer and the beach.

My next holiday happens to be booked with Thomas Cook. The agent took the family’s passport details and immediately said, “Where you’re going you need at least six months’ validity on the passport, so renew your daughter’s passport now”. You don’t get that on the internet.

Have you tried new the Independent Digital Edition apps?
Travel
ebookHow to enjoy the perfect short break in 20 great cities
Independent Travel Videos
Independent Travel Videos
Simon Calder in Amsterdam
Independent Travel Videos
Simon Calder in Giverny
Independent Travel Videos
Simon Calder in St John's
Independent Travel Videos
Latest stories from i100
Have you tried new the Independent Digital Edition apps?
SPONSORED FEATURES
Independent Dating
and  

By clicking 'Search' you
are agreeing to our
Terms of Use.

ES Rentals

    iJobs Job Widget
    iJobs Travel

    Recruitment Genius: Personal Trainer / PT - OTE £32,000 Uncapped

    £22000 - £32000 per annum: Recruitment Genius: The fastest growing fitness cha...

    Recruitment Genius: Membership Sales Advisor - OTE £10,000 Uncapped - Part Time

    £7500 - £10000 per annum: Recruitment Genius: The fastest growing fitness chai...

    Guru Careers: Marketing Executive / Digital Marketing Executive

    COMPETITIVE: Guru Careers: A Marketing / Digital Marketing Executive (CRM, Eve...

    Recruitment Genius: Receptionist / Sales / Customer Service Assistant

    £8 per hour: Recruitment Genius: The role is likely to be 4on 4 off, days and ...

    Day In a Page

    Refugee crisis: David Cameron lowered the flag for the dead king of Saudi Arabia - will he do the same honour for little Aylan Kurdi?

    Cameron lowered the flag for the dead king of Saudi Arabia...

    But will he do the same honour for little Aylan Kurdi, asks Robert Fisk
    Our leaders lack courage in this refugee crisis. We are shamed by our European neighbours

    Our leaders lack courage in this refugee crisis. We are shamed by our European neighbours

    Humanity must be at the heart of politics, says Jeremy Corbyn
    Joe Biden's 'tease tour': Could the US Vice-President be testing the water for a presidential run?

    Joe Biden's 'tease tour'

    Could the US Vice-President be testing the water for a presidential run?
    Britain's 24-hour culture: With the 'leisured society' a distant dream we're working longer and less regular hours than ever

    Britain's 24-hour culture

    With the 'leisured society' a distant dream we're working longer and less regular hours than ever
    Diplomacy board game: Treachery is the way to win - which makes it just like the real thing

    The addictive nature of Diplomacy

    Bullying, betrayal, aggression – it may be just a board game, but the family that plays Diplomacy may never look at each other in the same way again
    Lady Chatterley's Lover: Racy underwear for fans of DH Lawrence's equally racy tome

    Fashion: Ooh, Lady Chatterley!

    Take inspiration from DH Lawrence's racy tome with equally racy underwear
    8 best children's clocks

    Tick-tock: 8 best children's clocks

    Whether you’re teaching them to tell the time or putting the finishing touches to a nursery, there’s a ticker for that
    Charlie Austin: Queens Park Rangers striker says ‘If the move is not right, I’m not going’

    Charlie Austin: ‘If the move is not right, I’m not going’

    After hitting 18 goals in the Premier League last season, the QPR striker was the great non-deal of transfer deadline day. But he says he'd preferred another shot at promotion
    Isis profits from destruction of antiquities by selling relics to dealers - and then blowing up the buildings they come from to conceal the evidence of looting

    How Isis profits from destruction of antiquities

    Robert Fisk on the terrorist group's manipulation of the market to increase the price of artefacts
    Labour leadership: Andy Burnham urges Jeremy Corbyn voters to think again in last-minute plea

    'If we lose touch we’ll end up with two decades of the Tories'

    In an exclusive interview, Andy Burnham urges Jeremy Corbyn voters to think again in last-minute plea
    Tunisia fears its Arab Spring could be reversed as the new regime becomes as intolerant of dissent as its predecessor

    The Arab Spring reversed

    Tunisian protesters fear that a new law will whitewash corrupt businessmen and officials, but they are finding that the new regime is becoming as intolerant of dissent as its predecessor
    King Arthur: Legendary figure was real and lived most of his life in Strathclyde, academic claims

    Academic claims King Arthur was real - and reveals where he lived

    Dr Andrew Breeze says the legendary figure did exist – but was a general, not a king
    Who is Oliver Bonas and how has he captured middle-class hearts?

    Who is Oliver Bonas?

    It's the first high-street store to pay its staff the living wage, and it saw out the recession in style
    Earth has 'lost more than half its trees' since humans first started cutting them down

    Axe-wielding Man fells half the world’s trees – leaving us just 422 each

    However, the number of trees may be eight times higher than previously thought
    60 years of Scalextric: Model cars are now stuffed with as much tech as real ones

    60 years of Scalextric

    Model cars are now stuffed with as much tech as real ones