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THE NEWS: Kenya’s travel agents are increasingly operating across a patchwork of digital systems as airline distribution, payments, visas, customer management and communication move online.
DETAILS:
FAQ
What systems can be part of one international booking for Kenyan travel agents?
A single booking may pass through a global distribution system (GDS), an NDC platform, the airline’s own portal, a payment gateway, a visa verification system, a customer‑relationship‑management (CRM) tool and even WhatsApp before the itinerary is finalized.
How is the role of Kenyan travel agents changing due to digitalisation?
Agents now need to understand where airline content resides, how various booking channels operate and how to transfer data between disparate systems, moving beyond merely finding fares and issuing tickets.
Is the digital‑systems pressure faced by Kenyan travel agents unique to Kenya?
No, the article notes that the pressure of managing expanding technology stacks is not unique to Kenya.
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