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Travel agents: The dinosaur you just might need
A long time ago, in a travel world far away, you needed a printed ticket to get on an airplane and you probably got it from a travel agent. Now you buy online and there is no ticket, just a number. Not all that long ago, you needed special printed travel documents to go on a extended land or cruise vacation and you picked them up at your travel agent's office. Now you don't need those either and you probably don't visit your travel agent's office very often, if you even have one. Then, traveling meant being prepared with a trip to the library, book store and travel agency office for information . Now we click our way to expert status without leaving home.
We can easily book most travel options without a travel agent. That's a fact. The big question though is: Should we?
Where travel agents have the most visible value is being there for travelers when something goes wrong. But that does not happen all that much so those who are comfortable with the click-and-book method accept the risk.
More commonly, travel agents can offer great value that travelers could not get on their own.
That value may translate to lower prices, complementary upgrades, bonus amenities when traveling and other good things down the line, after booking. That "after booking" part is the unknown, difficult-to-measure factor that eludes many travelers.
Odds are up-front pricing on many elements of a travel purchase will be the similar or the same from one source or agent to another. Even compared to the service provider, be that an airline, car rental agency, tour company or cruise line, pricing is similar.
Or so it seems.
That similarity in price may be misleading and causes those with even a minimal online booking comfort level to think or say "What do I need this middleman for? I can do this myself."
True, today we can do it ourselves. Do we save money? In the long run, probably not. Anything we can find online, travel agents can find too. They can also monitor pricing, economic, social or weather-related concerns that might affect your travel.
The big advantage of a travel agent today is very much like it was years ago, it just comes in different forms.
Your good travel agent will have all the information you need to make the most of your vacation. That may be as simple as sending along links to critical websites, basic but required literature on destinations or merely making sure all the T's are crossed and the I's dotted.
More importantly, your travel agent considers the act of booking the beginning of the transaction, not the end like the result of click-to-book methods. Once you have paid, you are done with the click-to-book way. Now all you have to do is make it to the airport on time for that flight and that is the end of it.
In today's world, prices, availability and even the nature of travel are changing at a rapid pace. Websites update pricing and availability but offer little or no hope of passing new benefits available after the sale along to travelers. Click-to-book methods are pretty much done with you after payment is made.
Travel agents work on building or maintaining an ongoing business relationship with you and are easily accessible. Try emailing, tweeting or calling your click-to-book website.
Should your plans change, should you have questions or should you want to know more about where you are traveling and how you are getting there, your agent is just a phone call, email or tweet away.
A travel agent is "your friend" in the travel business. They are your friend who knows what is going on in the travel industry. They can put that information together with their knowledge of you for a winning combination that will reap huge rewards in the long run.
Need to book a quick business flight and be done with it? Click-to-book. Doing any actual traveling where memories, experiences, sights and sounds might be important? See a travel agent.
Flickr photo by Ivan Walsh
Filed under: North America, Canada, United States, Hotels and Accommodations, Airports, Budget Travel, Travel Health, Travel Deals, Middle East, Caribbean, Women's Travel, Luxury Travel, Travel Security













Reader Comments (Page 1 of 2)
Vanny Mar 1st 2011 8:07PM
You are so dead on! People wrongly believe that they're paying more to work with a travel agent, when that's not the case. You end up paying about the same or less. Travel agents are passionate about what they do and can give travelers valuable knowledge. Try sifting through the web for all that. Sure, you'll find it, but why waste the time when you can't go wrong with a good travel agent?
mahrmach Mar 16th 2011 12:48PM
Dead On Correct. Nothing beats the service from a travel agent. I have had problems on trips and my companions did not use a travel agent. They were lost and unable to contact their online service. I made one call and had everything fixed for me in about 60 seconds. They now all use travel agents as well.
Patsy Mar 16th 2011 2:18PM
Wrong. Last time I used a travel agent she charged me extra because I wanted a balcony. When I arrived at hotel in Nassau, Bahamas, I found out that all rooms had a balcony and after checking with hotel about prices, I realised I had paid more for my vacation than if I had booked directly with hotel. Also if I booked directly with hotel I would have had the chance to swim with the dolphins - free.
When I returned the following year I booked through hotel and paid less than people did online and yes I got to swim with the dolphins - free.
Greg Gibson Mar 16th 2011 3:36PM
It looks like most of the responders here are travel agents, and I'm not sure that I agree with the general consensus. Having read the article, I don't see any substantive advantage to going through an agent presented.
After resaerching and shopping around, I usually book with Expedia. Each time, I call them, talk to a personable rep, who invariable calls the property that I plan to visit, makes sure that it is understood what I want and expect, and the booking is made after confirmation of those two items. Seems pretty simple to me, and the only time I had a flight canceled, Expedia refunded my payment immediately and found an alternative flight within minutes.
My comments are in no way intended to slam travel agents. If going through an agent would make my travels more pleasant, I would not hesitate to do so. However, the only difference I can see is paying more to go through an agent. After all, they have to make a living too.
greg Mar 16th 2011 12:35PM
Never book a trip by yourself,go thru a travel agent there always there when you need them, I would be lost without are agent.
njgirlxxxx Mar 16th 2011 2:23PM
Last time we use a travel agent our trip w/ connecting flights were all screwed up. No more. We've been on 5 trips since them which we did all the bookings on line by oueselves........no problems.
Kay Mar 16th 2011 12:49PM
I usually do most of the leg work to find exactly what I want and then go to the travel agent and let them make it happen. That way, they know exactly what I would have to pay if I did it myself and they usually can get me a lower price. In case there is a problem down the road, it's great to know help from them is only a phone call away.
patrick cleary Mar 16th 2011 12:50PM
I booked the airline tickets for myself and my children to Costa Rica over Christmas. I had an almost impossible time booking the hotel as the one I wanted was "booked up" and the others were very expensive. My son suggested that I contact his travel agent. I did and she was able to get me into the " booked up" hotel at a very reasonable rate. It seems that many of these rooms in popular destinations are in fact booked by travel agencies and she was able to get the room from another travel company. I was so happy that I will use her sercvices again, even with the airline tickets
Pat Mar 16th 2011 1:37PM
I love this article!!!! Yes I am a home based Travel Agent/Consultant. for a Travel Agency in another town. I have been in travel for 22 years. We have been on 16 cruises & many land tours. I get groups together for cruises so I get better rates. I do not have an overhead because my home is paid for & that also saves my client money. I make sure all clients have all the information before they leave. Sometimes we escort the cruises. People trust me because I've been there done that. They can look at our videos & pictures of the same destinations they are going to & see the different tours offered.
I was actually surprised when I booked a cruise for someone (by calling it in to the cruise lines direct), I save them $134.00 each. I also got them an upgrade of 2 decks because they had cruised with that company before. That's about a total of $750.00 savings!!!!!! I guess I am old fashioned, but I don't book over the net. I call all my bookings straight into the company. I can find out that way if there are any special discounts being offer, senior rates or past guest discounts. I have seldom ever had any trouble doing the personal booking that way, and if I do, I know who to find to correct it.
AGAIN, THAT YOU FOR THE GREAT WRITE UP.
PAT
Tyler Mar 16th 2011 1:09PM
I love my travel agent. I have used her for the past 7 years to book all our vacations. It is so nice to have a conformation given the way I want, the room I want, the dates and place I want to stay. My agent is great. She is also a great friend. She has found us good deals and even gotten us discounts we never knew about. AAA is awesome, I owe a lot of great memories to them and the wonder agents they have. I won't book a vacation without the help of my AAA agent.
jkworland Mar 16th 2011 2:05PM
I used to be one in the old days when tickets were hand written. I loved that job, it was the great to send people all over the world. I got freebie travel back then, I don't know about today's agents, I think things are lots different.
Kent Mar 16th 2011 1:15PM
It's one thing, if you are simply traveling to visit relatives. If all you need is a plane ticket, then you don't need a travel agent.
On the other hand, if you are going on a cruise, or a trip to a foreign country, or even a trip to a part of the U.S. that you've never seen before, a travel agent can be very handy.
There are travel agents that get into very specialized areas. Since we adopted our child, we dealt with an agent that handled travel for adoption. She was able to get around some of the ticketing restrictions, as well as getting an inexpensive, one-way ticket for the baby on the return flight.
greg Mar 16th 2011 1:19PM
lets face it in the 1800's you went to places by boat for a month or two ie you bacame a tourist this lasted till the age of train & plane then the 2 month vacations became passe now unless you live under a rock you can get your own deals via the internet you can even be sitting inyour undies and click on print and you got your electronic ticketthose that long to be a tourist for 2 months or so good luck unless your very wealthy and you have trustworthy people working for you personally i prefer the internet to a travel agent
Tomtravel2 Mar 16th 2011 2:39PM
When I began working as a travel agent I was surprised to learn that prices I could offer were mostly the same as the internet sites. When there was a price advantage it was most often one I could offer (especially in upgrades and added amenities). Book on the online sites and you get a room. Book with a good agent and you get a better room, and service before and after you buy.
Ellen Mar 16th 2011 1:49PM
Most travel agents charge transaction fees, these days in an average range of $35-$50 for every transaction. If you book online through an airline website there are no booking or ticketing fees. If you have questions after you click and book airlines have toll free reservations numbers you can call for help. If there are flight cancellations due to bad weather or other major incidents, the airlines re-book on the next available flights, on other airlines when necessary. If its' their fault, in some cases they bus people or pay for rental cars or trains depending on location. All done without a transaction fee. If you buy a cheaper ticket with change restrictions you will probably pay an airline change fee, but if a travel agent processes the change and collects the airline fee, they may also charge a transaction fee, that is how they earn their money. It is hard to see how using a travel agent could possibly cost the same as buying your ticket online. Also most people who travel a lot know by now that membership in an airline frequent flyer program and continued loyalty leads to status that eliminates baggage charges and possibly other fees. Companies with big travel volume use major travel agencies who can offer discounted air and hotel rates simply because of their booking volume. These large agencies can sometimes help with complimentary upgrades but this is usually connected to mileage program status, or executive level in a company with a big airline travel spend. A lot of big companies have agreements with airlines based on high travel spend, that includes some of these benefits and the travel agent simply processes the transaction. Travel agent transaction fees came about when airlines stopped paying commission to a large number of agencies. Although it may have been a difficult transition for smaller agencies, transaction fees can result in higher earnings than airline commissions did. Its' just that now the customer pays for the work the agent does on their behalf, not the airline, which seems to make more sense. If you have an extensive or complicated itinerary, it is probably better to use an agency if you can't handle it yourself, but you should be aware agency transaction fees may apply. Ask up front is the best advice that way you won't get a nasty surprise when you are charged!
Pam Mar 16th 2011 2:49PM
Dear Ellen,
I am a travel agent & I have been in the business 22 years. I have been around when the airlines paid & I'm still around now that they don't. If you think we make more money now you are very mistaken. My agency charges 30.00 for an 800.00 ticket and do you know what the airline paid us way back when? 10 percent! Do the math. We do provide a service so I believe we should get paid. Ever work with a lawyer? They charge you right down to the paper clip on your file. How about a co-pay at the doctors? It's all the same. Do you honestly think the airlies & websites don't charge a fee?? The do. They are hidden. Do you really think the airlies protect you on the next flight when your flight has been cancelled? Ha ha I needed a good laugh. Oh & try calling their 800 number & get ready to be on hold for 30 minutes! How do I know this? Because I'm the one doing this for clients (providing a service) so they don't have to! But then I did read an article that said most people are working on their vacations, on the net, while working...I wonder how many bosses like that. I hope you understand that I had to defend my trade. I love my job. I adore my clients. I think the good travel agents will survive. One last thing I do tell clients about the fee upfront so that I'm not wasting my time so that I can concentrate on the clients that have supported me for the last 22 years.
fred Mar 16th 2011 1:51PM
This whole article is B.S. written by some travel agent or the TA Assoc. Book your flight/cruise by yourself and then go to the airline or cruise site and sign up for their "club," or notification system. You will get the same notifications of upgrades, freebies and all the other stuff. Except that you will get it immediately, not 3-4 days later when the TA gets around to sending it to you (and after all the freebies are gone and upgrades taken.
cadreams3 Mar 16th 2011 1:56PM
I agree 100%. For just a quick flight somewhere sure do-it-yourself online, but for a bigger trip I wouldn't dream of doing it myself. You can never be sure what some of these hotels are really like online and if your trip itinerary is not just a simple 1 hotel for the whole stay a travel agent knows all about different packages and transportation options. I'm planning a trip to Costa Rica next year and yes, I'm doing leg work online to get ideas of what I want, but when it comes time to really book it will be through a travel agent.
wtf Mar 16th 2011 1:59PM
This is so true. I had family members travel down to Cancun just last month. When traveled to their resort and after spending the first night there it was nothing what they expected it to be. They called their travel agent and that very same day were moved to another resort that they absolutely loved.
Rose Stewart Mar 16th 2011 2:25PM
Yes, I totally agree with the article written. I hardly ever traveled prior to meeting a couple and their family. They were displaced after Katrina in Dallas, Tx. Turned out that they were travel agents from New Orleans. A friendship insued and that was when my travels took off! I've enjoyed 4 cruises with them and hope to do many more. They handled all our cruise needs. All I and my husband had to do was get our passports. They are very, very thorough in making all the arrangements....including upgrades and special gifts for us as thanks for being their travel clients. We were always treated as special. I was totally happy with everything being taken care of and I had nothing to worry about. I hear people saying all the time about how easy it is to go online and book their travels but later on they complained about the other charges that they incurred that was not mentioned beforehand.
Due to my continued travel and happiness with worry free traveling, I became a Travel Consultant under these Agents. If I am allowed to mention their names: Kenneth/Paulette Goodman of K/P Celebrity Travels, Inc.,www.kpcelebrityinc.com, Dallas, Texas) please feel free to contact them if you live in that area.