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Travel Agents - UK - December 2015

“The introduction of virtual reality headsets should be a perfect addition to the increasingly common concept store format. Virtual reality has the potential to really excite holidaymakers, bringing online-only bookers back into stores in order to get an exclusive taste of potential holidays.”

– Rebecca McGrath, Leisure Analyst

This report looks at the following issues:

  • Concept stores bring experience to the forefront
  • Post-booking advice services have potential

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Table of contents

  1. Overview

    • What you need to know
      • Covered in this report
      • Executive Summary

          • In-store bookings will continue to decline
            • Figure 1: Estimated number of holidays booked via travel agents, 2010-20
          • Thomas Cook still most popular store brand
            • Figure 2: Brands visited, October 2015
          • Previous experience with a shop is primary reason for booking in-store
            • Figure 3: Reasons for using, October 2015
          • Highest interest is for virtual reality
            • Figure 4: Interest in technology features, October 2015
          • Print brochures still worthwhile
            • Figure 5: Attitudes towards travel agents, October 2015
          • Transport advice most desired information
            • Figure 6: Advice from travel agents, October 2015
          • What we think
          • Issues and Insights

            • Concept stores bring experience to the forefront
              • The facts
                • The implications
                  • Post-booking advice services have potential
                    • The facts
                      • The implications
                      • The Market – What You Need to Know

                        • In-store bookings decline in 2015
                          • Decline is expected to continue
                            • Growth for both independent and package holidays
                              • Domestic tourism forecast to see slight decline
                                • ATOL tour operators close
                                • Market Size and Forecast

                                  • In-store bookings will continue decline
                                    • Figure 7: Estimated number of holidays booked via travel agents, 2010-20
                                  • Outbound market recovery not seen in in-store bookings
                                    • Figure 8: Estimated number of overseas holidays booked via travel agents, 2010-20
                                  • Domestic in-store bookings also set for drop
                                    • Figure 9: Estimated number of domestic holidays booked via travel agents, 2010-20
                                • Market Drivers

                                  • Growth for both independent and package holidays
                                    • Figure 10: Forecast volume of UK overseas package holidays, 2009-19
                                    • Figure 11: Forecast volume of UK overseas independent holidays, 2009-19
                                  • Domestic tourism forecast to see slight decline
                                    • Figure 12: Domestic holidays volume forecast 2015-20
                                  • ATOL tour operators close
                                    • Figure 13: ATOL tour operator failures/closures in the UK, 1 January-20 November 2015
                                • Key Players – What You Need to Know

                                  • Thomas Cook still has largest retail estate
                                    • VR technology to roll out in Thomas Cook stores
                                      • Thomson and First Choice to rebrand under single banner
                                        • TUI offers mobile content for in-store customers
                                          • “Big two” licence nearly 8 million passengers
                                            • Virgin Holidays launches v-room lounge
                                            • Market Share

                                              • Thomas Cook still has largest retail estate
                                                • Figure 14: Top UK travel agents, by number of retail stores, November 2015
                                              • TUI announces Thomson and First Choice rebrand
                                                • TUI and Thomas Cook dominate licensed passengers
                                                  • Figure 15: Top 20 UK travel companies, ranked by ATOL passenger licences, November 2015
                                              • Brand Research

                                                  • What you need to know
                                                    • Brand map
                                                      • Figure 16: Attitudes towards and usage of selected travel agent brands, November 2015
                                                    • Key brand metrics
                                                      • Figure 17: Key metrics for selected travel agent brands, November 2015
                                                    • Brand attitudes: Virgin Holidays enjoys a particularly different brand image
                                                      • Figure 18: Attitudes, by travel agent brand, November 2015
                                                    • Brand personality: The Co-operative Travel struggles to enthuse consumers
                                                      • Figure 19: Brand personality – Macro image, November 2015
                                                    • Most used brands are associated with functional and customer service attributes
                                                      • Figure 20: Brand personality – Micro image, November 2015
                                                    • Brand analysis
                                                      • Virgin Holidays is seen as exclusive, but worth paying more for
                                                        • Figure 21: User profile of Virgin Holidays, November 2015
                                                      • Thomson seen in similar fashion to Thomas Cook, but encourages a slightly more positive image
                                                        • Figure 22: User profile of Thomson, November 2015
                                                      • Thomas Cook suffers from recent negative press
                                                        • Figure 23: User profile of Thomas Cook, November 2015
                                                      • First Choice shares traits with Thomson and Thomas Cook, but all-inclusive basis reduces overall appeal
                                                        • Figure 24: User profile of First Choice, November 2015
                                                      • The Co-operative Travel is seen as ethical, but is more closely associated with being boring or tired than others
                                                        • Figure 25: User profile of The Co-operative Travel, November 2015
                                                      • STA Travel’s youthful element drives a more defined target market
                                                        • Figure 26: User profile of STA Travel, November 2015
                                                      • Flight Centre lacks the awareness to promote a particularly strong brand image
                                                        • Figure 27: User profile of Flight Centre, November 2015
                                                    • Launch Activity and Innovation

                                                      • Travel agents move forward with VR technology
                                                        • Thomas Cook rolls out Oculus Rift
                                                          • Others ready to follow suit
                                                            • Thomson offer mobile content for in-store customers
                                                              • Virgin Holidays launches v-room lounge
                                                              • The Consumer – What You Need to Know

                                                                • Less than a fifth have made a travel agent booking
                                                                  • European holidays are primary booking type
                                                                    • Thomas Cook still most popular brand
                                                                      • Previous experience with shops draws people back
                                                                        • Virtual reality is most enticing tech feature
                                                                          • People use travel agents for complex holidays
                                                                            • People want advice on local transport
                                                                            • Use of Travel Agents

                                                                              • Less than a fifth have made a travel agent booking
                                                                                • Figure 28: Use of travel agents, October 2015
                                                                              • European holidays are main booking type
                                                                                • Figure 29: Booking type, October 2015
                                                                              • Thomas Cook still most popular store brand
                                                                                • Figure 30: Brands visited, October 2015
                                                                            • Reasons for Using

                                                                              • Experience with shop is primary reason for in-store booking
                                                                                • Figure 31: Reasons for using, October 2015
                                                                              • Recommendations and deals important for younger people
                                                                                • Figure 32: Reasons for using, by age, October 2015
                                                                            • Interest in Technology

                                                                              • Virtual reality is most enticing tech feature
                                                                                • Figure 33: Interest in technology, October 2015
                                                                              • Younger people more intrigued by tech additions
                                                                                • Figure 34: Interest in technology, by age, October 2015
                                                                              • Tablets appeal to those who browse in travel agents
                                                                                • Figure 35: Interest in technology, by use of travel agents, September 2015
                                                                            • Attitudes towards Travel Agents

                                                                              • Print brochures still worthwhile
                                                                                • Figure 36: Attitudes towards travel agents, October 2015
                                                                              • Possibilities for holiday specific concept stores
                                                                                • Figure 37: Preference for travel agents shops that specialise in one type of holiday, by use of travel agents, October 2015
                                                                              • 16-24s in particular want to use travel agents for complex holidays
                                                                                • Figure 38: Only liking to use a travel agent for a holiday that requires more planning, by age, October 2015
                                                                            • Advice from Travel Agents

                                                                              • Transport advice most desired information
                                                                                • Health advice another key area
                                                                                  • Figure 39: Advice from travel agents, October 2015
                                                                                • Younger people are interested in advice on activities
                                                                                  • Figure 40: Advice from travel agents, by age, October 2015
                                                                              • Appendix – Data Sources, Abbreviations and Supporting Information

                                                                                • Data sources
                                                                                  • Travel and tourism definitions
                                                                                    • Abbreviations
                                                                                      • Market forecast
                                                                                        • Figure 41: Estimated number of holidays booked via travel agents, 2015-20
                                                                                        • Figure 42: Estimated number of overseas holidays booked via travel agents, 2015-20
                                                                                        • Figure 43: Estimated number of domestic holidays booked via travel agents, 2015-20
                                                                                      • Fan chart forecast

                                                                                      Companies Covered

                                                                                      To learn more about the companies covered in this report please contact us.

                                                                                      Travel Agents - UK - December 2015

                                                                                      £1,995.00 (Excl.Tax)