The Metropolitan Association of Travel Agencies (Metro) has reported a noticeable trend among Generation Z, who are returning to the traditional model of booking vacations through physical travel agencies rather than relying on digital tools. This shift is largely driven by unpleasant experiences that many young travelers have had when attempting to organize their trips independently online. The accessibility of technology does not seem to mitigate the need for personalized assistance that travel agents can provide.

Alicía Mejía, president of Metro, emphasized the invaluable role that travel agencies play in the tourism sector. She highlighted that travel agents possess a deep understanding of the various destinations and the products available, allowing them to cater to the diverse needs of travelers. Mejía pointed out that the experience of planning a trip goes beyond simply booking a hotel or a flight; it involves tailoring the experience to each traveler's preferences and helping them navigate unforeseen issues that may arise during their journey.

This return to agency booking by Generation Z signifies a potential shift in the travel industry's landscape, where the balance between digital convenience and personalized service is paramount. The growing dissatisfaction with self-service digital platforms may encourage agencies to innovate and enhance their service offerings to attract and retain younger clientele. As older generations had relied more heavily on travel agents, this trend could suggest that a revival of such practices could benefit agencies in adapting to the changing preferences of new travelers.