Interview with Aleic T Grant, director of travel distribution, Bedsonline.com USA Division

Bedsonline has established a base of operations, fleshed out policies and procedures and has begin to develop its sales process for the US market, according to Aleic T Grant, director of travel distribution, Bedsonline.com USA Division.

Grant share more information with Eyefortravel.com's Ritesh Gupta in an interview. Excerpts:

How do you assess the progress made by your company recently?

Bedsonline for the US only began to take shape about 90 days ago and since then we have made significant strides. Our web-based platform that has serviced European Travel Agents needed to be repurposed for doing business in the US. We have established a base of operations, fleshed out policies and procedures and have begin to develop our sales process for the US market. Bedsonline has worked with over 5000 agents in 10 countries and moved 700,000 passengers in two years time. Needless to say we have very high aspirations for the US market and are completely confident our bets will pay off handsomely within this new sector for us.

What have been the major development this year as far as operations in the US is concerned?

The US division of Bedsonline will established a foothold in the market by opening our web support center. From there we will drive the market with a variety of traditional marketing and offer increased agent sales support as we grow into 2006. The operational base is just one of the many supporting characters that will play a part in our drive into the US. At the end of the day we aim to work on a service that provides a day by day philosophy all in the name of exceptional customer satisfaction.

What new trends have you witnessed?

I have noticed that trending in the market lately is continuing to rely on the standard staples for commissions and business. While these traditions are a "Safe Choice" they aren't always the best. In the European agency market place for instance, agents still look for better ways to service their client with value. Offering to make a hotel reservation isn't sexy here in the states but can provide a base to establish good rapport with new and existing customers. The most positive trend I see is that agents in the US are becoming more aggressive with their respective client base and doing everything possible to retain them. At the end of the day it's all about fulfilling a need for good service and exceptional choices and competitive pricing is our simplified approach.

What do you think is driving these changes?

Like most major business what driving change is an increase in expectations, especially when those around you raise the bar. We all know that there are countless numbers of B2C web sites offering deals galore to entice vacation sales and those sites serve a purpose. Consumers are very much aware of the "been there done that" when it comes to a web site experience. However an interactive experience with an agent will always have an easier time of meeting that rising level of expectation than any web site could ever hope to provide.

How do you think your company differs in its offerings?

Well it's more of a back to basics approach that we take and the equation is quite simple: Low prices that compete fairly with the large web bases sites while offering commission that in most cases are some of the best in this respective category. To enhance that offering, we feature a web site that is extremely easy to navigate and bare bones without a lot of flash. I have worked with agents for over 15 years and have come to know them as very intelligent people who in most cases have a very busy work day and appreciate a site that uses the KISS principle. To us the Bedsonline branding is only to become synonymous for service and pricing and that we ONLY work with travel agents.

                        

How is the relationship with travel agents evolving?

Its an interesting question considering all of the recent fallout of the airlines and other traditional "Distribution Channels' The agents tombstone supposedly had been written quite some time ago and yet here they are today putting up some of the best numbers they have seen in some time. Fifteen, maybe even 10 years ago I don't think anyone could have foreseen an industry like it is today, and yet the natural attrition of the business continues. The old saying goes what doesn't kill you makes you stronger.

How are the needs of the agents changing?

Well I don't have a crystal ball by any means but from my vantage point agents are becoming much like their clients, more refined with higher expectations. You can no longer assume that a brand or relationship will assure business and bookings. From home based agents to the tradition brick and mortar agent, the needs are strikingly similar and all not that unlike their customer: Low price, high commissions, reliable information and technology. There really isn't too much more to the black magic in my book.

Bedsonline.com says its buying power through First Choice Holidays PLC. means that its rates, availability and hotel choices are the best in the business. How has this helped in shaping the business?

Our overall strategy for any market is to offer competitive rates and that serves us well. For the US market, this implies we are part of a multinational group that has:

·          Exceptional experience in the tourism sector

·          Understands the importance of online tourism

·          Provides prestige and respect

·          Unhindered commitment to its heritage and partnerships

First Choice Holidays PLC. may not be a household name in the US however over time we are confident this relationship will certainly ensure agents that we are here for the long term.

            

Kindly share info on how your company intends to forge ahead in today's changing travel distribution business?

As I mentioned before it's a back to basics approach that I believe will serve us best. Agents have always leaned towards the comfort zone when booking business and we intend to get quite cozy with them. It's a step by step process of listening to our client's needs and suggestion thus promoting an environment and partnership where flexibility and adapting to their needs are the cornerstone of our focus.

What is the key to growth as far as your company is concerned?

Simple, effective relationships with travel agents in the US, plain and simple

How do you assess the status of online distribution in the US vis-à-vis other markets?

The system has done well to enhance a largely intangible product. No one can feel the sand beneath your feet looking at a computer screen but I am sure somewhere, someone is trying to figure out a way "just kidding" Many of us have been asking the same questions of "what next" which is perplexing for this industry that needs to constantly reinvent itself. At what point will pricing undo the DNA strand known as E-travel. It's a slippery slope for many of us and no doubt cause some sleepless nights as we all wonder how to transform ourselves again

What unique initiatives have you taken in the US?

Since we haven't "officially" launched in the US I cannot comment on that but I am quite certain agents will be impressed with our partnership opportunities. Bedsoline is that useful tool for travel agents that is easy to use and comes with quality and excellent services that round up our offering.

What do you think are the challenges going forward?

Finding ways to satisfy the core agents in the US and reassure them that they are still needed in more ways than they may realize. The other challenge is to consistently find new ways of implementing and adapting our tools to the American market's needs.