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Online agencies pick up share after dropping air booking fees

October 29, 2009

By dropping the fees they charge to book airline tickets, online travel agencies are cutting into the market share of airline websites and traditional travel agencies, according to Wall Street analyst Kevin Crissey of UBS.

"Our data suggests OTAs are taking share from both supplier-direct [websites] and from traditional agencies, with the latter likely seeing larger share losses," Crissey said in an Oct. 27 note to investors.

The fourth quarter may turn out to be the peak of OTA air ticket share gains, Crissey said.

Expedia, Orbitz and Travelocity dropped air booking fees in March as a promotion, then made it permanent in June. Priceline dropped them for its retail air business in late 2007.

"Our sources suggest online travel agency air ticket volumes and gross bookings have progressed better than our prior expectation," Crissey wrote. "We believe gross air bookings for the OTAs collectively were about flat in Q3," he said, adding that transactions for the same period were up 18%.

The third quarter was the first time that carriers could assess how big an impact the fee cuts were having on their own booking sites. Some airline executives said they lost some bookings at their websites, while others said they didn’t see any losses.

"We are clearly seeing an impact," Continental President Jeff Smisek told analysts last month during the airline's third-quarter earnings call. "There is no question about that."

Smisek wouldn’t say how Continental planned to win back that lost share because he was forbidden to talk about "forward pricing."

Other carriers reported a less severe impact.

Anderson, RichardThe online booking market share loss was "not too high," Delta CEO Richard Anderson told analysts during the airline’s third-quarter earnings call. "We’ve seen really a negligible change in the bookings that come in through Delta.com, a few percentage points."

Delta took steps earlier this year that could have mitigated any OTA market-share gain. "We’ve reduced our direct-ticketing fee for reservations," Anderson said.

He added, "The bottom line is Delta.com continues to produce over 30% of our bookings. Typically we get higher-yielding tickets on Delta.com and through reservations. So overall, it hasn’t really had much of an impact on our distribution strategy."

But other airlines have noted the increase in airline ticket business for the OTAs, and carrier executives said it’s likely at the expense of traditional travel agents.

"We do see the online travel agencies have grown year over year," American CEO Gerard Arpey told analysts during the airline’s quarterly earnings call. "AA.com has also grown significantly year over year. So it would appear that the increase at the online travel agencies has been at the cost of the traditional channels."

Stephen Jarvis, Alaska Air Group's vice president of marketing, told analysts during Alaska's third-quarter earnings call, "We’re watching our distribution share through the online travel agencies increase significantly, but it’s not coming from the direct channel. It’s not coming from AlaskaAir.com.

"We have seen our growth at AlaskaAir.com taper a little bit year over year, but it is still increasing. So the share is actually being shifted from traditional brick-and-mortar channels."

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#12November 11, 2009
#11: So why tell clients that; having one category of travel, the CL's, that are willing to work fairly with us, and you send them to book with OTA's. I am a home based agent and cruises are the majority of my business. Understand I have expert product knowledge of the CL's I sell most. I meet and usually beat the OTA's with price, by checking the CL's rate codes, knowing their promotions, and taking advantage of possible amenities. The clincher, hands down, to closing the sale and gaining repeat customers is Customer Service; something the OTA's lack. Up-selling & cross-selling does happen on line, but is done much more effectively by a good agent. You are doing your clients a big dis-service by telling them that. Stop sending them to OTA's, send them to TA's would would love to work for them, for their business.
#11October 30, 2009
The only industry that gives traditional B&M's a level playing field is the Cruise Industry. I tell my clients whatever cruise they see online is the same price as if you called the cruise line or your travel agent. The only thing OTA's can do there is add ammenities to entice consumers. Booking traditional airfare died 20 years ago when the airlines changed the playing field. Agents need to focus on the value they add and find a niche. You can't keep walking down the same street if the same person keeps mugging you.
#10October 30, 2009
Yes, they are being paid varying types of commissions. In most cases it is only a few bucks per ticket. Anyone who expects they are not getting this misunderstand the OTAs' business model. Any entity that comes to the table with hundreds of millions of dollars of business per annum has to be taken seriously by each airline, and receives the appropriate remuneration for that business.
#9October 30, 2009
When the airlines stopped advertising, "call us or your Travel Agent, it created a sort of reversse recommendation, which discredited the entire T/A community. Now, they further discriminate against us by paying OTA'S for "moving market share". Who will stand up for the travel agent? Seems illegal.
#8October 30, 2009
Yes, they are being paid varying types of commissions. In most cases it is only a few bucks per ticket. Anyone who expects they are not getting this misunderstand the OTAs' business model. Any entity that comes to the table with hundreds of millions of dollars of business per annum has to be taken seriously by each airline, and receives the appropriate remuneration for that business.
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