That was the question spinning through my mind this Sunday afternoon as I got increasingly frustrated (to the point of hurling small food items around the kitchen) by searching the Web for various things.
Take hotels for example. I was trying to book some affordable hotel rooms in Las Vegas for my mum’s upcoming trip. In days gone by, we would have called (or visited) a travel agent for such a task. The agent would have tapped away for a few minutes at a keyboard connected to a green screen (not visible to us customers) and pronounced that they had found ‘a great deal’ at the Hotel Flamingo or some such. We would have walked away happy to have found something for our price range and thought no more about it. We trusted the travel agent, didn’t we?
Fast forward to today. I just spent about 90 minutes fervently searching Expedia, Travelocity, Orbitz, United Airlines and Hotels.com, desperately trying to get the best deal. When I’d compiled a shortlist, I searched Yelp and TripAdvisor for peer reviews, thereby increasing my frustration to boiling point as invariably every ‘fantastic deal’ I’d identified was revealed to be next to a ‘deafening construction site’ or ‘in desperate need of an update’. Because I no longer trust the travel agent (or perhaps because I’ve been duped to believe I can do the job myself) I wasted a good chunk of my precious time off. Is this really progress? What have we really gained form the Web? Does having all the information we need at our fingerprints make us richer, or merely more paranoid?
I can’t help wondering that the next phase of Web travel booking will see the advent of the ‘online travel agent’ – the 21st century equivalent of the ‘green screen operator’ - who does all the searching of all those disparate Web sites for you, and presents you with ‘a great deal’. Perhaps you’ll even be able to visit or call the green screen person to get that really personal touch? Do you think I’m on to something
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