News / Poor service levels at online booking platforms could boost demand for GSSAs

© Tero Vesalainen

Airline general sales and service agents (GSSAs) are facing challenges from the burgeoning supply of booking platforms – despite a GSSA’s ability to offer bespoke services and high service levels.

While data from WorldACD reveals that GSSAs have improved their market share by 1 percentage point in 2024 so far, growing numbers of forwarders are booking online instead – despite higher costs and lower service levels.

“Everyone is now producing a platform, and it’s easy for forwarders to take the lowest rate. ...