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‘Agents are not getting the quality of support they should’

David Taylor Director, UK and Ireland and EMEAA Distributors, Worldspan

David Taylor, director, UK and Ireland and EMEAA distributors, Worldspan, told Bhisham Mansukhani that his company, the latest entrant in the Indian GDS segment, intends to be a low cost service provider that will not only fill the gap he sees in agent servicing but also will have a zero tolerance to malpractice

What is Worldspan's take on the Indian market in so much as the GDS penetration in the Indian market and its influence on the travel trade and its growth?

The travel trade needs very capable, comprehensive and reliable travel technology in order to grow and prosper. This is only vailable from GDSs and hence we have a significant role within the developing industry in India. We will be targeting all types of agencies, both online and traditional travel retailers.

What kind of market approach has Worldspan adopted worldwide and what kind of approach will it adopt towards the Indian market?

We offer simple, low-risk programs and we do not compete with travel agencies as a travel retailer. We have migrated our GO! Desktop product to be fully IP enabled and will use standard internet access so that agencies will be able to operate effectively and efficiently from any location where they have internet connectivity. This will not only provide flexibility benefits, but it will also offer a cost effective platform for non-IATA agents and sub agency networks. Our Power Shopping product available through our GO! Desktop will allow agents to find the reasonably low cost itineraries for their customers. In addition, we will also provide equipment to travel agencies allowing them to improve speed and reliability whilst significantly improving their customers' perception. We will of course be supporting all of the above through industry leading agency support and education. We believe that agencies in India are not currently receiving the quality of support that they should and we will attempt to rectify this alongwith our partners in India, Calleo.

How many airlines, hotels, other principals and travel agents does Worldspan target having on board within the first two years of operation?

Through Worldspan, our agency partners can book 463 airlines, 30 car rental companies, and more than 60,000 hotel properties. We will continue to add content to our core system both internationally and domestically within India.

Is there any specific area of online distribution that Worldspan will specialise in, in the Indian market, in order to have an edge over the existing competition?

We offer advanced technology products for airlines to deal efficiently and cost effectively with online generated business such as our airline cache which is designed to reduce the costs to the airline that come with e-commerce shopping. We will also offer an early warning system to suppliers that will alert us to any potential problems.

Does the fact that Worldspan's interests do not clash with the Indian travel agent give it an edge over its competition?

Absolutely. Worldspan is keeping its commitment to the traditional travel agency market by continuing to develop products that help agencies work efficiently. They can do without having a GDS compete with them on their own terms. The other major GDS parent companies have ownership of online agencies that are beginning to take more and more clients away from traditional travel agencies. Worldspan does not.

What is the key USP that could potentially convince Indian travel agents to opt for Worldspan over the current GDS they may be using?

Worldspan products like e-Pricing and Rapid Reprice, help agencies and suppliers work efficiently every day, and save millions of dollars. Further, Worldspan is focussed on being the low-cost provider in travel distribution. As part of this commitment, operating a lean and efficient organisation translates to additional opportunity to invest in development of solutions for agency customers, while offering suppliers the best value for the fees paid.

How does Worldspan plan to deal with the problem of malpractices rampant among some travel agents, particularly fake bookings?

Worldspan has a very clear view on these behaviors; we will not tolerate them in any form. It is not in anyone's interests in the long term for these practices to remain. We have already had detailed discussions with domestic and international airlines based in India, Indian travel agencies and Indian BSP on this subject in order to be clear on our zero tolerance approach.

How many offices does Calleo plan to have in India and how many cities does it plan to target?

Calleo will be opening offices in every metro city within the next 16 months and will then continue to expand to the provincial cities so that we are able to target the entire Indian market.

Will Worldspan also work with non-IATA agents, given their sheer numbers?

We will work with all sections of the industry and offer comprehensive coverage of the agency community in order to deliver true distribution value to our supplier partners. We will not only provide significant flexibility, but will also offer a cost effective platform for non-IATA agents and sub agency networks as well as low cost carriers.

Will Worldspan introduce its new, lower pricing structure for airlines in India as well?

Our full content rebate program is available to all participating airlines outside North America. We will also be offering other key technology advantages to airlines through our hosting, IT services and e-ticketing solutions.