Travel agents have shown strong support to assist airlines in selling ancillary services through the GDS as revealed by a survey of global airline merchandising by Travelport.

The business services provider globally to the travel industry, Travelport unveiled findings highlighted in the survey including the challenges agents face in selling such services when also concentrating on individual pressures of cost reduction and increased productivity.

Ancillary service products such as checked baggage, meals, lounge access and upgrades have seen an increase in recent years with the unbundling of fares. Agents expressed concern and impact to business over confusion of what airlines offer what services and the need to include these to remain a full service agency.

A majority of agents said they did not charge additional fees for the booking of such services, with only 16 per cent of agents using unbundling as an opportunity to charge or increase fees.

Survey respondents said they would be more inclined to sell optional services if the process was more efficient, currently requiring approximately 29 per cent more time to complete. This is due to some services not available through the GDS but rather via airline websites or phone.

While 77 per cent of agencies are booking the additional services, those who are not reported it didn’t generate enough revenue.

“This research offers valuable insights on how travel agencies view and sell airline ancillary services. Agents understand that as the airline product continues to evolve and ancillaries form an increasingly significant role in the purchase decision and buying process, travel customers continue to look to agents to support them in purchasing itinerary solutions,” Travelport’s Vice President Fergal Kelly said.

Travelport’s Merchandising Survey was conducted with 610 travel agencies in 12 countries across Asia Pacific, Europe, the Americas, the Middle East and Africa.