Agents are getting bogged down in trying to sell ancillary airline products with little reward, a study has found.
Booking optional services, such as checked baggage, meals, lounge passes and upgrades, increases the workload by almost 30%, retailers told technology firm Travelport.
Only 16% of respondents to a global survey said the unbundling of product by airlines created an opportunity to charge or increase fees.
More than four out of 10 said that while they booked ancillary product, they did not impose extra charges.
Additionally, the unbundling trend has caused confusion around what services are offered by each airline while it puts additional pressure on retailers to remain a “full service agency”.
