Hotelbeds’ Bertrand Sava on Gen Z and Travel Agents in the 21st Century Landscape

Sava noted that travel agencies are thriving in today’s environment.

Bertrand Sava, the GM for retail and travel agencies at Hotelbeds, participated in the MarketHub 2025 trade summit, discussing significant trends in the travel sector, especially in the Asia-Pacific region. He and other HBX leaders underscored that travel agencies and agents are far from becoming obsolete; they are flourishing instead.

In his exclusive interview, Sava elaborates on these insights with Travel Daily Media’s Gary Marshall.
TDM: Currently, travel agents seem to be experiencing a resurgence; you mentioned they are often misunderstood. Let’s delve into those topics.

Bertrand Sava (BertS): Starting with the misconception surrounding travel agents, let me share my experience. I joined the industry only three years ago and was curious if there was still a vibrant business. I discovered that not only is the sector thriving, but 40% of Gen Z consumers rely on travel agents when planning their trips.

Gen Z is searching for unique experiences that align with their values, often valuing special add-ons and hidden gems more than just the trip’s total cost.

On Overtourism

TDM elucidated the assumption that Gen Z might prefer experiential travel outside major cities.

BertS: It’s a mix. While they enjoy destinations that are Instagram-worthy, they also prefer solo travel, seeking unique experiences. They are open to solutions to overtourism by traveling off-season or exploring less popular attractions.

Sava suggested travel agents must be accessible on social media and active online to form relationships with potential clients before they reach out.

Focusing on Service

BertS: Successful travel agents concentrate on providing exceptional customer service. Customers are likely to return if they know they are receiving outstanding service. Statistics show that consumers, particularly Gen Z, are willing to spend significantly more for meaningful experiences.

About Bertrand Sava

A French national, Bertrand Sava has been with Hotelbeds since March 2022 and has significant experience in the tech and services industries. He’s skilled in banking, sales management, and financial technologies.