Robin Lawther, Expedia TAAP's vice president, has revealed the top five priorities agent users are looking for from booking platforms, and how they have shaped TAAP over recent years
While the platform's 22-year history provides the Expedia TAAP with an active and historic dataset, gathering further data with agent surveys and anecdotal feedback remains paramount to TAAP's growth.
From this ongoing process, which Robin said helps Expedia "to understand travel agents' behaviours, motivations and needs," a number of key priorities have emerged.
A helping hand
Support emerged as one such priority for agent users. 2020 saw Expedia TAAP make notable headway in this area when the AI-powered Virtual Agent tool launched. Robin described the tool as "a game changer. It is designed to quickly resolve common issues, enabling agents to manage bookings, check refund statuses and troubleshoot directly within the Trips or Itinerary pages—all at their convenience.
"For those seeking a more personal touch, our live chat agents are available to answer questions in real-time. Additionally, our dedicated phone support team is ready to assist with complex issues, providing tailored solutions. All our flexible options—AI, live chat and phone—ensure travel agents receive the assistance they need when they need it."
"Of course, we know travel agents have different preferences when it comes to support, which is why for situations requiring personalized assistance, our live chat and phone support teams are always ready to step in."
Staying flexible
Payment flexibility is another top priority for agents using the platform. Expedia TAAP's 'book now, pay later' feature launched in 2021, which "allows agencies to pay for lodging bookings closer to the check-in date, helping them manage cash flow better.
"With over 16,000 agencies now using this option, travel agents can balance budgets more effectively and accommodate longer booking windows.
Getting ahead of the competition
Competitive rates are paramount for agents sourcing accommodation. Originally offering mirrored rates from Expedia's consumer site, exclusive B2B hotel rates are now accessible via the platform. Going one step further than the demand for competitive rates, Robin explained the unique connections that Expedia TAAP benefits from by its positioning in the wider Expedia Group.
"Expedia TAAP stands out by having the majority of direct contracts with over three million properties, giving us a significant edge in support, reliability and value for travel agents. These direct agreements ensure accurate, up-to-date content at the hotel, room and rate plan levels—basically what you see is what you get.
"Additionally, they enable us to secure competitive and exclusive rates with major hotel chains like Marriott. This is essential for travel agents who want to offer their clients the best deals while maintaining a high level of service."
All is fair in bookings and commission
Unsurprisingly, fair and timely commission often arises as a dealbreaker for agents using platforms like Expedia TAAP. Robin said, "We know how crucial timely payments are for travel agents. That's why Expedia TAAP guarantees payment for 100% of completed stays."
Ease of use
User-friendliness is more pivotal than ever, least of all when agents can navigate over three million properties on the platform. Expedia TAAP has been built "with the travel agent in mind," according to Robin.
"With over 20 sorting and filtering options and intuitive features like quick property quotes, we help agents save time and provide a seamless experience for their clients."
