The document discusses the impact of technology and the internet on leisure travel. It notes that virtually all travel entities now have an online presence, and the internet profoundly impacts every step of travelers' decision making and purchasing processes. While the internet provides many benefits like access to information and price transparency, it can also lead to issues like too much content, credibility concerns, and fragmentation during consumers' research. The role of travel agents has changed due to online booking options, but agents still provide value through professional advice and customer support. Travelers indicate high confidence in family and friend recommendations over other information sources for travel decisions. Technology is seen as useful for research but complex purchases are still difficult using only online options.

1. INTERNATIONAL EXPLORATION CRUISE FORUM Stephen Outerbridge St. John’s | October 13, 2011 Stephen Outerbridge, Carlson Wagonlit Harvey’s Travel - Copyright © 2011 CWT

2. Technology and Leisure Travel Primarily means the internet Virtually every entity has a website, Facebook page, etc. Every step of the decision making and buying process profoundly impacted

3. Impact of the Internet Universal participation Lots of content Unfiltered information Price transparency Fragmentation Too much content Credibility Concerns Importance of Value Diminished THE GOOD THE BAD &

4. Most Popular Websites Most popular websites in travel ranked by visits Google Maps: 14.64% (segmented visits) MapQuest: 7.35% Southwest Airlines: 2.65% Expedia: 2.61% Bing Maps: 1.83% Yahoo! Maps: 1.83% Priceline.com: 1.72% Yahoo! Travel: 1.65% TripAdvisor: 1.62% Orbitz: 1.65% Source: Experian Hitwise North America Newsletter – November 2010

5. Role of the Travel Agent Disintermediation (or our demise) has not occurred Has prompted a profound sea change in our business Suppliers have seen the dangers (and costs) of online booking strategy Customers have seen pitfalls and frustration in dealing direct Time is money and professional advice has value. Plus you are not alone when things go badly.

6. Traveller Confidence Percentage of travellers indicating they were “very/ extremely” confident in various media sources for destination and travel supplier decisions. Family / Friend Recommendations 81% Travel guidebooks 57% Online travel agents 54% Online advisory sites 53% Company / destination sites 46% Travel agents 46% Media coverage 43% Brochures 39% Blogs 33% Travel advertising 27% Facebook / Twitter 19% You Tube 14% Source: tnooz – talking travel tech, November 2010

7. Role of Technology Seen as a rich source of content for research and information gathering Excellent conduit for family/ friend recommendations Twitter/Facebook not seen as a credible commercial forum (yet!) Purchases of complex vacations (ie. many cruises) difficult using technology alone After sale customer care an important frontier

8. Questions