Burst Media recently found that the more complex the travel product, the more likely it will be researched online, but booked offline. Customers were much more likely to book airfare and car rentals than hotels and travel destinations. The travel industry still makes booking vacation packages too complex for the consumer. When a customer is booking a complex vacation involving airfare, hotels, transfers and/or cruises, it makes sense to book through a Travel Agent to make sure everything connects properly. Help from live customer service agents was a major incentive to travelers who booked offline.
Read More: Online Travelers Bargain-Hunt on the Web - eMarketer