The number of travel agencies has almost tripled over the last decade, according to the regional Diário de Notícias. This growth of almost 300% represents an irony of modern tourism, as the more technology advances, the more helpless the customer feels facing digital platforms. The migration of airlines and major operators to 100% online ecosystems did not bring efficiency, but rather the dehumanization of services, with lack of timely responses and the transfer of the cost of inefficiency to the consumer.
Airlines sold the digital self-service concept under the pretext of convenience and price reduction, eliminating travel agencies that paid them thin margins. However, when the system fails, whether due to a flight cancelled for meteorological reasons or a route reprogramming, the user encounters a wall of automation. The customer is forced to pay premium-rate calls to solve problems created by the airline itself, and when they finally manage to speak to someone, the call frequently "mysteriously drops." Virtual assistants are limited to answering pre-programmed frequently asked questions, without the ability to resolve real crises.
It is in this scenario of digital distrust and abandonment that the traditional travel agency is reborn. The customer is not just buying a ticket, but rather a "tranquility insurance." When problems arise, the agency customer has a concrete person who takes charge of navigating bureaucracy, rebooking flights, managing stays, and activating insurance. Agencies master the complexity of fares, baggage rules, passenger rights, and mobility subsidies, saving costly errors caused by online platforms that frequently hide additional fees.
In Madeira, this reality takes on even more serious dimensions, as the air link is a basic need for mobility and not a mere holiday luxury. When airlines adopt hostile and dehumanized customer service models, insularity becomes a dead end. The proliferation of local travel agencies is described as a legitimate defense response from citizens and visitors against the disrespect of airlines' direct channels.
