I think, in general, agents are underserved by technology investment," he said.
But he pointed to an upside to that problem: In recent years, new start-ups have come online, "founded by disgruntled travel agents who just got tired of waiting for Silicon Valley to finally take five seconds and focus on our little channel, vs. chasing the eternal opportunity of direct-to-consumer [apps], which has sunk several billion dollars of venture capital into absolutely nothing."