Hotelbeds’ Bertrand Sava on Gen Z and travel agents in the 21st century travel landscape

Bertrand Sava, normal supervisor for retail and travel companies for HBX Group’s Hotelbeds, was a part of a panel at the lately concluded MarketHub 2025 commerce convention which mentioned key developments occurring in the sector, significantly inside the Asia Pacific.

Sava, in addition to different HBX officers, identified that, removed from turning into out of date, travel companies and their agents are thriving nicely in at the present time and age.

In this unique interview, Save shares additional insights with Travel Daily Media’s personal Gary Marshall.

Travel Daily Media (TDM)    Right now,  travel agents are in, I feel you used the phrase, a re-emergence of the travel companies; and you additionally commented that travel agents are misunderstood; so, let’s simply contact on these two subjects, if we could. 

Bertrand Sava (BertS)      Let’s begin with the misunderstanding about travel agents, I’d say. 

Actually, the instance I gave you, is my very own case; I imply, I’m comparatively new to this trade, right here for 3 years now. 

When I used to be invited to affix [HBX Group] to take that position as its retail normal supervisor, I used to be actually enthusiastic about whether or not or not there was an actual and thriving enterprise and rising enterprise; and certainly, there was and it’s nonetheless rising. 

What is stunning is that what is definitely fueling that development shouldn’t be solely transactions from the older generations that used to make use of travel companies recurrently, however from the Gen Z, which is one thing that folks could contemplate somewhat bit stunning.

Indeed, 40 p.c of Gen Z are conscious that they’re relying on travel agents at any time when they e-book their journeys. 

They really need one thing distinctive, one thing that connects to their values.

Gen Z actually desires one thing that fits them so that they worth the expertise all the extra, significantly the add-ons, the hidden gems they wouldn’t have came upon about.

They worth all that extra than simply the whole price of the journey, and that’s precisely the place travel agents must be at.

In the context of overtourism

TDM      Okay;now, let’s contact on that phrase over-tourism. 

My assumption, and I might be improper right here, is that this Gen Z, to make use of your phrases, is searching for extra experiential locations, perhaps even getting out of the huge cities and so forth.

Are they simply tapping into the travel agents for one more stage of experience about the place to go that’s past the huge cities? 

BertS    I feel that it’s balanced, proper; because on one hand, they prefer to go the place they will have that put up, that image, that selfie, and subsequently that’s relying a bit a lot on over-tourism. 

On the different hand, additionally they favor to do solo travel, that uniqueness that they’re taking a look at; so I feel they’re additionally open to the potential options to the over-tourism which can contain travelling low season or going to locations that aren’t as well-known as the common sights, proper?

TDM     You made a remark this morning, and it was so telling: 65 p.c of vacationers really feel overwhelmed. 

And I appreciated that saying: Too a lot info kills info.

BertS   Yeah, it was really a French journalist who stated that.

But I find it irresistible, as a result of there typically actually is an excessive amount of info. 

That’s what occurs if you wish to e-book someplace and even if you happen to’re simply looking out, 

You get bombarded by affords; there’s simply an excessive amount of info, and it simply feels overwhelming.

TDM    So a variety of these Gen Zs are literally utilizing social media of some sort.

You additionally made a remark saying a travel company or agent must be the place the prospects are.

But, to be extra particular, on what kind of platform do you assume they must be based mostly on your analysis? 

BertS     Well, I imply, you already know, it’s social media, it’s travel blogs,  it’s opinions posted on-line, even immediate messaging platforms.

Those are all the platforms that Gen Z is utilizing lately; and, for travel agents, that’s the place they must be.

They additionally must be lively, posting, reacting, and showcasing, as a result of they’re actually making a relationship with shoppers even earlier than they present up at the door, and that’s crucial at present.

Being service oriented will get outcomes

BertS    I feel that profitable travel agents have at all times centered on wonderful customer support. 

If you give nice customer support, you’ll have a successful enterprise.

I imply, you need your prospects to return again, and they’ll come again in the event that they know that you’re going that additional mile they want in some instances.

Then they’ll come again for the subsequent one, and the subsequent one after that; so this is essential. 

TDM     You made a remark in the session that prospects are prepared to spend 67 p.c extra if the expertise is value it. 

Now, are you speaking about the expertise with the travel agents or about the precise expertise at the vacation spot? 

BertS     I used to be talking of that in normal.

As a shopper, you’re able to spend extra if the gross sales expertise is value it, proper? 

Now, if the gross sales expertise is sweet, the worth is much less essential. 

Statistically, Gen Zs hunt down luxurious lodging, and it’s like each two out of three, proper? In which case, they’re imply, they’re searching for one thing distinctive, one thing that basically fits their tastes.

Another attention-grabbing statistic is that Gen Z really spends 20 p.c greater than the common traveller.

So, if it’s value it, they’ll do it.

TDM     I additionally appreciated what was stated earlier at present whereby a woman on one among the panels stated that the oldest era was all “Let’s work now, then travel later.”

BertS     But Gen Z desires their travel time now, not once they retire, and they’ll repeat the expertise.

That’s why they assume it’s value it, and additionally why they’ll fortunately pay up for it.

About Bertrand Sava

A French nationwide, Bertrand Sava has been normal supervisor for retail and travel companies for HBX Group subsidiary Hotelbeds since March 2022.

He has a well-demonstrated historical past of working in the info know-how and providers trade.

As such, he’s extremely expert in the fields of banking, gross sales administration, in addition to monetary applied sciences (fintech.)