The employer is checking whether you have a realistic, resilient mindset about industry change, because the agency needs people who can focus on complex and service-intensive bookings rather than fear online competition.
Give a balanced opinion: acknowledge the shift, then explain where human consultants remain essential. Support with a concrete example from study or practicum.
Start by acknowledging that the shift is real, and say plainly that yes, online platforms will keep absorbing simple, point-to-point bookings like a domestic round-trip or a straightforward hotel stay. Then pivot to where the human role becomes irreplaceable, and frame it in terms of complexity and accountability. Explain that multi-city itineraries, group travel, visa requirements, and last-minute disruptions like typhoon-related cancellations or airline schedule changes are exactly the situations where a consultant's judgment and direct line to suppliers matter more, not less. Anchor this with a concrete example from your practicum or a class project, such as rebooking a client across three airlines after a cancelled leg, or clarifying a visa rule that the booking site got wrong. Say that your value is in reducing risk and saving time, not in typing keystrokes. Close by noting that you keep your skills sharp by using online tools daily, but you treat them as aids, not replacements, because the final layer of care and local knowledge is what clients pay for. Keep your tone confident but not defensive, and avoid any Taglish unless you naturally use it, since the interviewer is testing your professional composure.
A common mistake is saying, 'Oo, kasi lahat naman online na.' That sounds defeatist. Instead say: Simple bookings will shift online, but travellers still need consultants for multi-city trips, visas, and disruptions.
Situation
As a student tourism organization officer, I organized a career forum where a panel of travel agency managers discussed the rise of online booking.
Task
I had to moderate the discussion and later write a reflection on what our members should prepare for in the industry.
Action
I asked the panel about complex itineraries, group bookings, and emergency support. I summarized their points that travellers turn to consultants for high-stakes or multi-leg trips, while simple point-to-point bookings increasingly go online. I also proposed that our org hold a workshop on how to compare online and offline travel options critically.
Result
The forum drew 60 attendees and the workshop idea was adopted the following month. It helped me see the consultant role as shifting, not disappearing.
Position yourself as the expert for complex travel, not as a competitor for every simple online sale.
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