Travel companies often use tools to support manual processing rather than process automation, which can save time and improve operations. However, these tools do not actually automate the process. Instead, they use tools like auto-ticketing and queue management tools to transfer tasks between staff. These tools can help reduce costs and enable growth for long-term. Automation removes repetitive tasks and allows staff to focus on value-creating roles and tasks. This shift from being a job threat to a job enabler, which allows for reskilling and redeploying staff. The author suggests that while travel companies tend to grow in a linear fashion, growth doesnt wait for the right pace. The article also notes that staff deployed to handle post-booking processes for flights could be adding value elsewhere, improving products and processes, deploying higher-margin services, or identifying operational gaps and issues.
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