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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 2 of 2)
Stan Mar 16th 2011 2:46PM
This article was probably written by a travel agent.
The last two times I used a travel agent was a disaster. We booked a trip first time to Hawaii. The hotel was on the rainy side of Kauai. I then made reservations by myself on the Airline (saving $124 per person and on the same flight as the agents booking) and booked a hotel on sunny Poipu Beach.
The other time was when one could take a layover in another city. The company I was representing paid for my portion of the trip. The agency, however, booked one way ticket from Seattle to Las Vegas, one way from Las Vegas to Phoenix and one way first class from Phoenix to Seattle. My company did not charge me that exhorbitant fee for my wife's ticket after I complained.
Three weeks in Czech Republic and Italy, Grenadine Islands, Puerto Rico and Virgin Islands and other sites were done on line, great o way use an Agency.
mishap Mar 16th 2011 2:52PM
I just booked atrip to Australia this week using a travel agent and she got my whole vacation planned with fun trips I didn't know I could have booked like guided walks to water holes, sunrise at ayers rock, camel farm,rainforest boardwalk tours. these is now way I would have had the time or knowledge to plan this trip!
carol Mar 16th 2011 2:53PM
Two years ago my daughters and I wanted to visit, Ireland, London and Barcelona. We tried numerous travel agents who didn't want to be bothered booking the trip. One travel agent tossed a tour book at me and said pick a tour after I told her we definitely didn't want a tour. We just wanted someone to book our flights and hotels but finally ended up booking everything ourselves and everything went perfectly for a wonderful trip. Now we just book everything ourselves.
John Mar 16th 2011 2:56PM
For years I used a travel agent, and then I switched to on line reservations. After a number of years I decided to make an international trip,and I was having a bit of trouble with the reseverations...so I called my travel agent again. To my pleasant surprise I have discovered that she often gets me better prices and, most important, she gets me much better seats. I made 4 international flights last year, and I have another one scheduled next month, and I am happy to say I let her make all of the reservations. On one trip overseas I actually had 6 feet of leg room in coach. So, I'd say that for some airlines, like SouthWest, on line is the way to go, but for most other travel, my travel agent is much better.
Bill Mar 16th 2011 3:07PM
For less experienced travellers, a travel agent is best. After you become a more seasoned traveller, it's just a waste of time to use a travel agent. You can do mostly everything on line. Most of the comments I've read above seem to have been written by travel agents, which are a dying breed.
LINDA VON PEIN Mar 16th 2011 4:21PM
Hello! My husband and I have owned a bricks-and-mortar travel agency since 1973 in Richmond, IN. Yes, there are relatively few of us "live" travel agents" in existence compared to literally decades ago. Travel agents with experience and education in the retail travel agency business know many ways to save on travel options be they ailrline, hotels, auto rentals, cruises, escorted group tours, independent trips, rail tickets, based on clients' travel preferences, including "cheapest way possible", middle-range pricing, or deluxe, etc., etc. for worldwide travel. We have earned respect and contacts with international supplier contacts. We know what we are doing and what to recommend. Travel agents are very dedicated, and are not "in it for perks" - they are "in it" for a career, which is not especially lucrative from supplier commission payments. Many people are tired and have experienced problems by booking on the internet or "on their own". Is it quality of life to be researching travel on your computer during your free time (or while at work) We do not gouge in charging clients. I tell my clients they may call me 7 days a week, including holidays, and a travel agent never considers that "a trip is done" unitl the clients returns and is satisfiedl. If I were to cease continuing as a travel consultant, I would indeed develop a professional relationship with a travel gent for booking my travel. Obviously, I am passionate and sincere about this subject, and enjoy this opporunity to express myself.
Melinda Mar 16th 2011 3:34PM
I firmly believe that everytime you do something for yourself on line, whether it is travel, banking or shopping, you are helping to put another person out of work. The more businesses can get us to do for ourselves, the fewer people they will have to hire.
Give it some thought before you "do your own stuff" on line! Can the computer wind up putting YOU out of work too? I speak as a former travel agent!
Currach Mar 16th 2011 3:39PM
I'd really like to think that travel agents were still useful for the average person, but once you say you don't want to book a package, they're not interested. Unless, of course, you pay a fee. Even after I agreed to pay a fee, I found that they don't know much more than I do about many locations. They sure aren't interested in doing independent research to find the answer to a simple question like "if you rent a car in London and drive it into France via ferry or Chunnel?" However, if you're booking a package the upgrades can be nice.
Frank Mar 16th 2011 3:40PM
We cruise alot and have found that travel agents can get perks and upgrades that might not be available when booking direct. Still, you should do some homework and know some basic prices for your trip. Then speak with an agent, you might be pleasantly surprised. We commonly get on-board credits greater than what cruise lines will offer.
Sarah Kline Mar 16th 2011 4:06PM
As a professional travel agent for over 16 years that is the best thing I have seen online in a long time! Thank you AOL!!
George Mar 16th 2011 4:04PM
I have been in travel industry in many capacities ranging from a travel agent to an airline employee to a tour operations manager for more than 35 years, so I speak from experience. More recently, I have been working on projects involving sellers of travel. I have found that the majority of the agents know very little about the destinations they sell. In the past, travel agents knew the destinations and could actually sell properly. Today, many of the so called agents do not even know the destinations they sell. Like many businesses today, there still are a few good people out there, but the wise consumer has to shop for the best agent. Thoise are the perople who worth paying the fees. Just because a hotel is in Rome does not mean it is the center. In some cases a hotel may be a $30 taxi ride from a museum. Even with the tools, many of thesde travel agents cannot recommend properly. I say SHOP SHOP SHOP until you find someone who is in the know.
Darilyn Mar 16th 2011 4:06PM
Hi I just thought you might want to read this even though it's stuff you probably already know.
Brian Mar 17th 2011 8:36AM
All I know is, when I go to Asia, nothing beats calling up Springdale and letting them do the work, for a nominal $30 fee. When you e-book or look up in FareCompare, Travelocity, or Expedia, you get there really scary looking fares on scarier airlines. My Travel Agent knows much more than I do and scary becomes manageable. Besides I am busy, but she is knowlegeable. Put that together and you have a willing-to-pay-the-fee client.
Carol Mar 16th 2011 4:31PM
I *wish* that I could be a travel agent! I love to plan and book trips for my husband and me. Often, friends will ask me for recommendations or help, which I'm willing to do, but if they are not ready to "pull the trigger" and buy, most of the great deals I find disappear quickly, and then my friends are disappointed.
But our personal travel style is different than most. We prefer to rent apartments/condos/villas and get the 'real feel' of a destination, as opposed to staying in resorts. We will book the airfare based on the best available price - not the departure date, or even the destination. So, we get great deals.
An example is our ten day trip to Moorea. I found an round-trip airfare on Air Tahiti Nui for $850/pp from LAX. That was a special retail fare that no agent could touch! I also booked a private bungalow and had 9 nights for the price of 5. I did rely on a Tahiti specialist to book our inter-island air and help arrange a rental car. The biggest challenge was booking our flight from Detroit to LAX; we ended up with a very long layover and had to sit around the airport all day. Finding that great airfare pushed the trip up by about a year, but overall it was far less than the $10K that is usually the recommended Tahiti budget, so I didn't have to have as much saved.
Would I use a travel agent? It depends - on the destination. A safari in Africa? Yes. A trip to Morocco, maybe. A week in Europe - probably not.
Larry W. Bruce Mar 16th 2011 4:32PM
For years I have used a travel agent. I wouldn't have it any other way. Sure you can book your flight and Hotel yourself but, I have found in most cases my travel agent saves me time, money and makes and gives good suggestions on restaurants in the area and can get me discounts on tours, admission to theme parks and sometimes one free night with a 4 night stay in a Hotel. One feature you cannot find yourself on the internet is: a gtravel agent is only a phone call away when you need to rebook, make changes or an emergency situation arises. I strongly reccommend travel agents as I have already experienced "fending for myself" after using Expedia and being stranded at an airport.
Grant Mar 16th 2011 5:57PM
Yeah, sure...Travel agents are just waiting by their phones night and day waiting for you to have a problem on your trip. LOL Guess again. Also they are no better able to solve any problem you have than you are, on the other hand they can say tsk, tsk, when you tell the reservation THEY made was for the wrong year.
Vanny Chhan Mar 16th 2011 6:24PM
@ Greg, you wouldn't be paying more for a travel agent. You're paying what you'd pay with Expedia. After all, Expedia has to make money too.
I think booking simple things like a hotel or a flight to one destination is fine and like you said, easy with Expedia, but for something more complicated, for example when you're visiting multiple destinations during your trip, a good travel agent will not only advise you of what to look out for, but also give you valuable personal tips. It's more personable and they get to know you so they're not going to make general recommendations. They'll ask you questions and base their recommendations on that. I simply agree based on personal experience that working with a travel agent is the easier and often times a more economical route, because if you make a mistake, that costs money - a knowledgeable travel agent will avoid it, saving you money. After all, a big part of their job involves travelling - you'd want to take advantage of their knowledge and know-how without any cost to you.
Steve Faber Mar 17th 2011 1:29PM
I concur, and it's nice to see that much respect for travel agents out there! Clout is one very good reason to book through an agent; from the travel purveyors' point of view it's a numbers game... the more money they stand to lose the more likely they are to bend in the event of a bad experience. A guest who may book two cruises a year with a given cruise line, for example, may have more clout than a first time customer, but hardly anwhere near as much as an agent who books a hundred cabins or more with that line
Knowledge is another asset. In the 15 years before opening my cruise agency (http://GreatShipTrips.com) I was Senior Contributor for CruiseCritic.com, where I authored more than 200 articles and cruise reviews. That gig took me on 98 cruises on 71 ships of 31 cruise lines, giving me a great in-depth view of the industry which I am able to share with my clients.
Lastly, there is the most valuable attribute but which is offered free of charge, and that's service, the little extras that come with a solid agent/client relationship. For my clients, for instance, I provide a free iPhone or Android app which has map of each of their ports (with a pin marking the pier), along with emergency contact info, including one touch dialing of the ship, cruise line, and emergency services, port agents, and American Embassy for each port. Of course, my own number is on the first page should there be a problem I can help solve.
Steve Faber
linda.sims.art@gmail.com Mar 17th 2011 8:35PM
hi, judy. surely you could do better than i could in booking a trip, as smart
and experienced as you are in the travel biz.
and you are still booking that great camping through europe trip that lauren did.
linda