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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.

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