Matthieu Gufflet Expert in non-production purchasing management at Epsa

What are the characteristics of the business travel agency market?

Matthieu Gufflet - In France, this market is highly concentrated. Two major international networks, CWT (Carlson Wagonlit Travel) and AEV (American Express Voyages), operate in France. Around these majors, each with sales of around €2.5 billion in France, there are a number of challengers and voluntary networks. The former include integrated networks such as HRG and BCD. The latter include voluntary networks such as Sélectour, Tourcom, Afat and Manor. Through their central purchasing unit, the voluntary networks market products that are relatively similar to those of the integrated networks. The distinction is made more in terms of quality of service, organisation of sales outlets, innovation in budget management and customer care, and even in the mastery of new technologies, than in the range of products and prices themselves.

Off-line agencies have on-line services. And online agencies have offline services. How can corporate clients find their way around?

M. G. - Even in traditional agencies, which were originally off-line, we are seeing an acceleration in online services. If only because online reservations are a key lever for business travel management. It's perfectly possible to handle simple, point-to-point journeys. But as soon as a trip becomes more complicated and combines several destinations, human contact with a qualified travel advisor remains essential. This explains why agencies such as Egencia, which focus purely on managing online transactions, process some of their orders offline.

Whether the agency works offline or online, how does its remuneration evolve?

M. G. - Since Air France abolished commissions in 2005, agencies have been remunerated mainly on the basis of the transaction fee. This transaction fee is based on three criteria: the volume of business handled by the agency for the company, the booking method (traditional or online) and the type of traffic (air, rail, etc.). Travel agencies seek to reconcile these transaction fees with their operating accounts in order to check that the level of transaction fee charged is in line with resources and the level of service offered. An increasing number of companies are keen to reduce the cost of their business travel, and are giving their agencies a stake in the savings they make on their travel budget by granting them a bonus based on measurable indicators.