What the hell is a telex??

Uma Somia is CEO and Dylan Lall is COO at Europe Incoming.

In This Episode:
Uma, a 40-year travel industry veteran, shares how communication and operations evolved from landlines, telex and typewriters to computers, booking programs, email and now AI. Uma explains that early bookings relied heavily on phone calls, personal relationships, carbon-copy records and local knowledge without internet tools like Google. She argues that while technology speeds processing and can handle tedious tasks (e.g., reconfirmations), three essentials remain: trust, destination knowledge/experience, and human reassurance, especially for complex, multi-supplier group travel, student safety, and crisis situations such as COVID cancellations, coach breakdowns, room disputes, flight disruptions, or holding a flight for late groups.

Together, they discuss how online brands can earn trust for simple FIT bookings, but higher-risk problems still drive customers to want familiar human contacts, and Europe Incoming is adopting AI to free staff to focus on customer care and service quality.

Who We Are:
The Travel Disruptor is brought to you by Europe Incoming, a destination management partner for travel professionals selling the UK and Europe.

One DMC. All of Europe! Celebrating 40+ years of tailor-made European Travel.

For more than 40 years, we’ve helped tour operators, travel agents, and organisers build programmes that are easy to sell and even easier to deliver.
From hotel contracting and transport coordination to guides, entrances, dining, and on-the-ground support, we handle the moving parts so your guests feel the difference and your team stays in control.

If you want to feature on the show as a guest or as a sponsor, email marketing@europeincoming.com today to get the conversation started.