Self-service - future or fad?

"Travel has the potential to become one of the biggest, if not the biggest, self-service market in the world. The World Travel and Tourism Council estimates that the sector will generate US$6.3 trillion of economic activity worldwide every year..."

Although this figure is dwarfed by the global retail sector, the benefits of implementing self-service in travel are potentially much greater.

This paper is the result of extensive research carried out between June and October 2005. Over this period, the author conducted in-depth interviews with members of senior management from Amadeus, the Association of Corporate Travel Executives (ACTE), bmi, BTI, Delta Airlines, the International Air Transport Association (IATA), ICLP Loyalty, Nordea, SAP, TQ3 and Amadeus.

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