There was a time when booking a holiday meant flipping through a brochure and visiting a local travel agent on the high street. However, decades of change—driven by technology, shifting travel trends, and the rise of artificial intelligence—have transformed the industry. These factors have significantly impacted traditional travel agent shops and independent online agents, leading to several recent closures.
Recent Closures of Travel Agents
Regen Central Ltd, which sold flights and hotel packages, ceased trading in January. That same month, Gold Crest Holidays in Ilkley, West Yorkshire, entered voluntary liquidation, as did Glasgow-based Simply Florida Travel Ltd, a specialist in Disney World holidays, and Asiara, a company selling holidays to Asia. In November 2025, Ickenham Travel Group—a London-based company trading under Abu Dhabi Holidays, Ras Al Khaimah Holidays, and Letsgo2—also ceased trading. High street shop Ascot Travel House in Ascot closed its branch last May, announcing on Facebook that despite best efforts, it proved difficult to regain pre-Covid business levels. Meanwhile, Salamander Voyages, an online independent luxury travel company, entered administration earlier this month after 23 years, with its website now stating: 'After 23 years of wonderful sailing in the Aegean Sea, we are very sad to announce Salamander Voyages has taken the difficult decision to close its doors.'
Why Independent Travel Agents Are Struggling
Beverley Boden, a tourism and aviation specialist with over 15 years of experience at Thomas Cook and Hays Travel, and now associate dean at Teesside University International Business School, exclusively told the Daily Mail that AI and DIY bookings are the main causes. She explained: 'Travel agents used to be the beating heart of the high street and gave people a purpose to go to town. However, the surge in intense online competition, high overhead costs, shifting consumer habits, and increased confidence in DIY booking has led to these once-reliable businesses becoming a thing of the past.'
Challenges from Online Competition and Costs
Boden noted that while larger firms like Hays Travel continue to open new branches, independent stores cannot compete with online speed and pricing. High overheads and staffing costs in prime locations are increasingly unsustainable, and consumers prefer to research and book directly online for convenience. She added: 'Despite the expertise contained within travel agencies, it is no longer enough for some consumers to make the journey to town, given the decline of the high street in general. Tour operator websites like Jet2 are easy to navigate, informative, and visually engaging. Specialist agents like Salamander have been hit hard by reduced consumer spending on luxury items.'
The Role of AI and Consumer Behaviour
The rise of AI has also played a part. Some holidaymakers now use AI to plan trips instead of seeking expert advice. 'While some consumers turn to agents for advice, many have become confident in navigating complex travel options themselves,' Boden explained. 'AI has become a virtual personal travel agent, making planning and booking faster and easier, reducing the perceived need for a person to help. Customers can see price comparisons for flights, hotels, transfers—almost every aspect of their trip—instantly online.' However, she noted that the overwhelming volume of internet information has caused some consumers to return to agents for personalised, trustworthy guidance. Online scams also pose risks: according to Action Fraud, travellers lost over £11 million to holiday fraud in 2024, with average losses of £1,844. Yet many holidaymakers remain undeterred, becoming more savvy in spotting scams due to shared information from banks, celebrities, and media.
Can High Street Travel Agents Be Saved?
Boden believes so. 'Travel agents are evolving and offering expert, tailored advice that AI cannot match. Surprisingly, younger people are returning to travel agents because they find online booking too time-consuming and seek authentic experiences and meaningful interactions. Travel brands like Trailfinders are thriving by focusing on high-touch service and specialised knowledge. As some long-haul destinations become cheaper than European hotel spots, consumers rely on specialist advice as a safety net should things go wrong—a major factor given the geopolitical landscape.'
