Airline general sales and service agents (GSSAs) are facing challenges from the burgeoning supply of booking platforms – despite a GSSA’s ability to offer bespoke services and high service levels.
While data from WorldACD reveals that GSSAs have improved their market share by 1 percentage point in 2024 so far, growing numbers of forwarders are booking online instead – despite higher costs and lower service levels.
“Everyone is now producing a platform, …
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