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Trust in travel agents at all-time high: survey

Good news for travel agents

A record high number of Australian travellers trust their travel agents, a new study has revealed.


In the 2019 SureSave Travel Insurance Index, more than three in four (76%) Australians said they relied on travel agents as ‘a trusted source of travel and safety advice’. 



This reflects an almost 20% rise in trust since 2012, when only 57% of those polled admitted to relying on agents in SureSave’s first annual consumer survey. 


“It is encouraging to see that travellers continue to place such a high importance on agents’ specialised knowledge when booking travel plans, whether that be to organise complex itineraries or to receive information on travel insurance,” said Matt Endycott, head of agency sales at SureSave, a travel assistance and insurance provider. 


“Each year, we continue to see a high number of travellers in Australia turning to agents for travel advice.” 


Mr Endycott said that while some consumers still go online for help, SureSave has seen that travel agents are still “highly regarded in the eyes of the general public and overall, travellers really want to maximise the expertise provided by agents”. 


According to the study, two in five (38%) Aussies used an agent to book their last holiday abroad. 


The main reason for doing so, as cited by one in five (20%) respondents, was the ease at which agents could handle complex itineraries. 


Almost as many (17%) said that it was “convenient to book everything through a travel agent”.


One in four (23%) respondents said they arranged insurance for their most recent overseas vacation through a travel agency (either in person, online or over the phone), which was just behind the most popular source (26%): directly booked insurance.


The 2019 Travel Insurance Index, the eighth consecutive annual independent research project by SureSave, polled 1,000 Australians.


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Written by: Mark Harada
Published: 4 July 2019

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