While you talk about the online booking growth, this article shows a new face of this system.
Effectively despite the fact that online travel growth, there is some problems with this systems. One of the reasons as the article said and with my point of view as consumers, is the "security" the most important things.
People needs security I dont want to give my credit card number and takes risk to see my account completly empty, steals by somebody.
Also there is another reasons; the difficulty to manage your computer or the online travel sites.
It is not easy for everybody to manage well their computer or the online booking website. For example senior peoples who feel frustrated and also young peoples who are so speed , so they need to have immediatly all the informations quickly. That is those reasons who push people to go back o the traditional travel office and be faced to a persons.
This article shows what business man in online travel dont want to be faced and that is a good idea for consumers.