A Study on the Role of ICT in Modernizing Travel Agencies: Challenges and Opportunities with Special Reference to Travel Agencies in Ernakulam

This research evaluates how Information and Communication Technology (ICT) advances travel agencies while exploring the business difficulties and advantages of agencies operating in Ernakulam. Travel industry evolution through technological development has made Information and Communication Technology necessary to boost operational results and improve customer satisfaction and market position. A total of sixty travel agency representatives in Ernakulam participated in a survey to track ICT adoption and its business effect. The implementation of ICT resulted in major improvements for communication efficiency and data management capabilities and client connection. Commercial communication channels that included mobile phones and digital platforms became the dominant choices among businesses and internet-based services gained status as vital growth factors in the future. Travel agencies in Ernakulam face three principal challenges which consist of deficient infrastructure together with untrained employees and a lack of gender inclusivity. The business should develop two new logistical initiatives: virtual travel services alongside AI-based customer assistance programs. Travel agencies have the chance to improve their operations through better ICT implementation which leads to personalized services along with better customer understanding. This research confirms that companies need to accept digital transformation since the travel sector becomes more competitive with digital technology at its core.