GfK Ascent-MI, a market analyst, revealed figures recently that show travel agents in the U.K. have been able to boost the value of bookings, while direct-sell bookings have fallen. "It is easier to upsell when the customer is in front of you. Shops are doing better than direct-sell at capturing value," said Sarah Smalley, managing director at GfK Ascent-MI. Other industry insiders have confirmed the trend.
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