In my opinion, no matter how technology automation will evolve and advance, a travel agent value-add proposition will never be diminished to serve the customer better and provide comfort-zone that they’ll always be there if you need assistance in case of emergency. Travel technology automation serves as tools to the travel agents community. With rising operational cost, the key is to streamline those manual processes of sourcing the best airfare rates and packages according to client’s requirements. Through centralized GUI or mobile-based interfaces, from front-end, mid-office to back-office automation. Without providing proper aid or tools to the agent community to automate operational structure, including call center, those cost prohibits the agents community or its host agency to compete in the market place and sustain its existence for the long haul. Travel agent roles are extended to online travel agency for mass-market consumer, not just high-touch customer for luxury travel packages. Major flaw of online travel agency model is providing proper customer support, which is the most expensive aspect of operating an OTA site, but it can be streamlined and lowered its operational cost through the use of adequate travel automation infrastructure.