A Walkthrough of WOW Travel Agency Operations:

Insights from an On-site Visit

BS Tourism Management 3-B

Members:

Alpis, Joan Y.

Batiancila, Cheena Rose G.

De Guia, Jr., Joel M.

Hero, Christian Dee E.

Labesis, Anjelyn

Labrador, Ive R.

Moradas, Dhana Loureen D.

During our visit to Wow Travel Agency in Emall, we observed several notable aspects,

particularly their excellent customer service, we noticed that their agents are approachable and

greet customers warmly, making customers feel comfortable to ask questions and to avail. The

agents did strive to provide prompt responses to inquiries via phone, email, or in person,

ensuring customers get the information they need quickly. Also, the agents listened attentively to

the customers' needs and preferences. We also found that the agency not only focuses on

providing services to local travelers but also aims to attract and accommodate international

tourists. During the visit, we also asked some questions. First, we inquired about how they

market their products and services. The agents explained their strategies, which include

promoting travel packages through brochures, social media platforms, and partnerships with

local businesses. They also mentioned the use of special promotions and discounts to attract

customers, as well as word-of-mouth recommendations from satisfied clients. We also asked

about the type of system they use for managing bookings and reservations. The agents explained

that they rely on a comprehensive, real-time booking system that allows them to access flight

schedules, hotel availability, and tour packages instantly. This system helps them quickly

compare prices, check seat availability, and confirm bookings for their clients. They also

mentioned that it integrates with major airlines and hotel chains, making the reservation process

seamless.
I. SERVICES

 Flight Booking and Reservations

 Hotel and Accommodation Reservations

 Travel Packages

 Tour Planning and Guided Tours

 Visa Assistance

 Car Rentals and Transportation Services

 Travel Insurance

II. TARGET MARKETS

 Leisure Travelers

[Families]

[Couples]

[Solo Travelers]

 Business Travelers

[Corporate Clients]

[Event Organizers]

[Frequent Flyers]

 Group Travelers

[Educational Tours]

 Luxury Travelers

[High-Net-Worth Individuals]

 Cultural and Heritage Travelers

[Cultural Enthusiasts]
III. CHALLENGES

A "Wow Travel" agency, often faces significant challenges from seasonal demand

fluctuations. During peak times like holidays or summer, demand surges, generating

high revenue. However, in off-peak seasons, demand drops sharply, impacting cash

flow and operational stability. Maintaining staff, covering fixed costs, and marketing

during these low-demand periods become difficult. Additionally, convincing high-end

clients to travel during the offseason is challenging, requiring creative strategies and

targeted promotions to sustain business year-round. This seasonal imbalance strains

financial resources and limits growth opportunities.

Another problem of a “Wow Travel” agency derives from the growth of the threats

posed by internet-based travel facilities and DIY mobile applications. The

globalization has led to the increased use of the internet through bookings of tours

and travels aircrafts and hotels by direct means without the help of any Travel

Agency. This trend presents WOW Travel with the challenge of having to

differentiate itself by adding more relevant services and created experiences that

cannot be effectively provided by online technology. In addition, changing the

expectations of the consumers remains another challenge. Customers want near-

instant replies, smooth digital experience, with flexible cancellation or refund

policies, all of which might be CPU-intensive to support. Other components like

trying to achieve compatibility with new technologies like easy to use website

interfacing or Smart phone applications are critical to maintain competitive edge in

the market, but it is expensive and time-consuming exercise. These factors, coupled

with the fluctuating customer demand, continue to cause a trend of escalating

difficulty to sustain the growth rate and customer base.

WOW Travel Agency‟s major function involves linking the customers with service

providers within the travel and tourism sector. It provides customized services for

travel, creating solutions for clients that would help them have the trip of their dreams

according to their desires, pocket, and requirements. The agency then uses the

knowledge it has of destinations, the current regulation on travel and other relating

details to ease travel for its clients. In the same manner, for ticketing, accommodation

and tour packages, WOW Travel partners with airlines, hotels, and tour operators to

provide value added travel solutions through attractive package and fares, as well as

assistance in case of cancellations or booking mistakes. Thus, by supporting the sales

of segmented tourism products that include visible responsible and cultural tourism,

the agency assists in the establishment of a diverse travelling industry with the ability

to offer experiences fitting with the different market segments‟ needs and

expectations.

V. INTERACTION WITH THE EXTERNAL ENVIRONMENT

WOW Travel conducts business in an environment that is constantly undergoing

changes and affects the operations of the business. It competes with online travel sites

and Do-It-Yourself apps that have entered the market which demands the use of

digital tools in order to stay competitive and still be able to offer individual approach.

Economic factors like a recession or the fluctuation of any particular currency also

affects the travelling population prodding the agency to come up with cheap offers.

Such factors as laws, a sickness pandemic, and other crises also affect decisions

related to travelling, and therefore, WOW Travel must remain flexible. It also works
 in cooperation with travel partners including airline companies and resorts, giving its

clients the most appealing price and package deals; at the same time, in addressing to

cultural and social demands, it provides clients with experience and „green‟ tourism

solutions. In their relationships with external stakeholders, WOW Travel manages the

risks in the industry, and reacts to macro environment to be viable and adaptive.

VI. APPENDICES