 | The independents obtain their income from providing service; the majors obtain theirs through driving volume to win airline incentives |
| Independents have long-serving staff who can help clients plan ahead more effectively |
| The majors are no longer one-stop shops because they often shun hotel and rail bookings |
| The majors increasingly use impersonal call centres with poorly trained staff working to scripts. Independents have short chains of command and empowerment |
| Independents can and do work across borders. Data warehouses such as TRX mean there are no problems in consolidating MI |
| The majors are no longer offering credit to clients below a certain volume |
