Washington Post - October 2019 - Paul Metselaar, Ovation's Chairman & CEO, discusses how the role how of the travel agent has evolved from “agent” to “adviser” with the Washington Post. Metselaar says it’s an important shift in the industry.
Travel agents are no longer “order takers,” or intermediaries between the traveler and a company, he says. People now think of them as professionals, like lawyers or accountants. As the CEO of Ovation Travel Group, a New York-based agency, he was among the first to discard the “agent” label in favor of “adviser.”
“As travel advisers, we’ve built a significant level of trust with each of our customers on a highly personalized level,” Metselaar says.
To read more, click here.