by Jane Leung
"Consumers are putting on the travel agent uniform themselves."
That's one of Johan Svanstrom's key observations after almost seven years as the vice president and managing director for Asia of hotel booking site Hotels.com.
From a small telephone service in the United States 20 years ago, the company has grown into a worldwide online booking site with around 140,000 properties in its books.
Currently operating 85 country sites worldwide, Svanstrom started 2012 with a bang -- by announcing a new loyalty program that gives customers one free hotel night for every 10 they book through Hotels.com.
But it's the next five to 10 years that Svanstrom thinks will really see the travel booking process turned on its head.
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