Tourism is a key industry in the economy and it is expected to play a key role in the service industry sector. Because of the growingadoption of information technology in the world, the tourism industry too, has been in utilizing the information highway to redefine anddeliver the tourism product to the end consumers.Because of the shift towards information technology, the travel agent’s traditional roles as an intermediary has come under severepressure and is currently challenged to its existence. The demise of Ken-Air Tours, a large player in the travel agency industry inSingapore, is the focus of this report and the impact of the emphasis on technology is investigated and discussed.