Survival of the fittest

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Before the internet spun its World Wide Web, consumers were very limited as to how and where they could book their travel plans.

Travel agents were usually the first port of call, with call centres also playing a role as telecommunications infrastructures and technology improved globally.

However, consumers are now faced with a myriad of choices when it comes to booking travel.

The internet was at first used to research flight, hotel and destination information, but is increasingly the key booking tool for these products.

As a result, travel agents have been forced to establish their own online presence, but more importantly, focus on improving and promoting the services they provide to give the travel customer added value.

Until recently, agents in the Middle East did not consider the internet a threat as many customers rely on their relationship with their agent when making a travel booking.

However, as the Middle East's population grows and becomes more cosmopolitan and travel-savvy, and the region opens up to Western travel product suppliers that already do business online, the travel trade is re-evaluating its business strategy and the extent of its online presence.

Internet penetration

Statistics reported by Internet World Stats reveal that internet usage in the Middle East between 2000 and 2007 grew by a phenomenal 494.8%, compared to 222.5% across the rest of the world.

Internet penetration in terms of users per percentage of the population is highest in the UAE at 33.2%, followed by Qatar at 26.6% and Kuwait at 25.6%. Penetration is lowest in lesser-developed or politically unstable nations such as Yemen (1%), Iraq (0.1%) and Palestine (7.9%).

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