There is some confusion about extra services (which are mainly non mandatory to the end customer) that are now available on many forms of mainstream travel products such as flights.



The problem is these agents are looking at all these ancillary products through the wrong lens. Yes of course it is about the money but it is also about centralising bookings.



No wonder agents are upset – but they put the issue down to airline incompetence rather than well considered strategy. The agents are complaining about the wrong point!