Over the last three months, the trade-only tour operator received 60% of its incoming queries via its messaging channels (WhatsApp, live chat, Telegram, Instagram and Facebook Messenger), while only 40% of communication was to its telephone helpline.
Qasim Gulamhusein, managing director of Major Travel, said given the demographic profile of the agent community, it is "unsurprising" they have "embraced the latest technology".
"Our live chat and messaging functionality only launched this time last year, but by the end of the year it was responsible for 30% of incoming queries to our team," he added.
