Similarly, in a study of 60,000 Internet users, Forrester found that the number of people booking online travel has dropped by 9% from 2005 to 2007.

Apparently, found Forrester, people do not like to spend hours using search filters to sort through billions of pages. Also, these travel websites consumers want to talk to a person about their travel needs. Instead of typing in their needs into their computer and getting back generic suggestions, they would rather explain their needs to a person who will make recommendations and, most important, the reasons for them. The New York Times article said of the Forrester report: "This is a wake-up call for the industry. Customers are tired of spending two or three hours trying to find the airline or hotel or vacation package that meets their needs" (as cited in Murphy, 2007) www-staff.it.uts.edu.au Internet provides a powerful environment for the creation of...
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