Travel management company executives have mixed views on the American Airlines New Distribution Capability program announced Friday. Some are fine with it, acknowledging there is work to do. More are happy with the airline's creativity but concerned about the technical and process challenges.
Unease about the impact of direct bookings on agent and tech productivity featured prominently in nearly a dozen interviews with TMC officials.
"The GDS is a hub and it should be a spoke," said AmTrav CEO Jeff Klee, referencing the many systems built off of and . . .