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sign up today to receive our daily news briefs featuring a handful of the most important stories in business, tech, and life AAA is hiring travel agents to bring a ‘human touch’ back to booking trips Last week, AAA (the American Automobile Association) announced plans to hire hundreds of work-from-home travel agents — real humans — in 22 cities across the country. AAA is mostly known for their roadside assistance (AKA, the disgruntled guy named “Bill” who shows up in a tow truck, hocks a loogie, and fixes your flat tire). But, as it turns out, they’re also one of the largest (and oldest) travel agencies in the US — and they’re going up against a self-empowered generation of internet bookers. It used to be that if you wanted to book a trip, you’d hop on down to a physical travel agency office, and have a human help you out. Now, in the age of the internet, anyone can be their own travel agent: It’s easy enough to find an Airbnb or hotel, plan a road trip with Google Maps, or scope potential destinations from Instagram. But, that comes with the burden of sifting through an overwhelming amount of information. AAA want to bring back simpler times via a human touch Over the years, AAA has garnered a reputation for its customer service and strong agent-customer relationships. But, if their travel agency reviews are any indication, they’ll have some work to do. “AAA works for car breakdowns,” writes one customer, “but beyond that, nah.” Get news (like this) delivered by email every morning
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Eventually, she thought she might as well be getting paid for it. She took the opportunity to begin working for a travel agency and has now owned her own, Becky’s Travel Biz, in Gainesville for the past two years. She’s been in the travel agency business for 14 years and said it’s changed quite a bit. “From when I started, Facebook was not even in the picture,” Smith said. “Social media coming into the picture has really kind of exploded my business on the positive side of things because it has allowed me to branch out to many other states, not just a localized situation.” Like others in the travel industry, she has learned how to adapt to changing customer habits in the internet age by maintaining a personal touch with clients. Mary Connatser works for Carlisle Travel Management, based out of California, but lives in Oakwood. She said when she started nearly 30 years ago, the travel agency business was “booming.” She went to Garber Travel School of America and went straight to work afterward. “Back in the 1980s, 1990s, those were the plentiful ages of travel agents,” Connatser said. “Airlines paid us commission, which they don’t now.” Even with social media revitalizing the travel agency business now, Connatser said those airlines caused the beginning of its struggles.
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