Ben Edelman (Harvard, Microsoft) published a study [0] about how dark patterns in the online travel industry help them reach margins up to 25%. He also mentions the consolidation where most well-known booking sites are owned by just two large groups.
Sounds like travel agents are becoming more and more cost effective every day. I mean, what does the Hyatt website do that a phone call 30 years ago couldn't?
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Ben Edelman (Harvard, Microsoft) published a study [0] about how dark patterns in the online travel industry help them reach margins up to 25%. He also mentions the consolidation where most well-known booking sites are owned by just two large groups.
[0] http://www.benedelman.org/impact-of-ota-bias-and-consolidati...
Sounds like travel agents are becoming more and more cost effective every day. I mean, what does the Hyatt website do that a phone call 30 years ago couldn't?