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Five times that you
need a travel agent
by Anna Banas,
August 7, 2003 reprinted with permission from
www.SmarterLiving.com
I've been an online travel
editor for several years now, so you'd think I'd be the right person to ask for
vacation planning advice. My brother and his fiancée (now wife) Ania are
physicians who work very long, stressful hours. So I thought, what better way
to give them a wedding gift than by helping them plan their honeymoon to Maui?
I suggested what I know
best: going online to find the best deal. I got on the phone with my brother
and rattled off bundled air-and-hotel packages from major websites like Expedia
and Travelocity. I also told him how to save by booking parts of the trip
individually: finding airfare through Orbitz or SideStep, then a hotel on
Hotels.com. I even suggested looking at Delta.com specifically, to maximize
their mile-earning options with the current bonus offers. Clearly overwhelmed,
he left me with dead silence on the line until he was able to utter, "ummm…errr…I
need to talk to Ania." Click.
A few days later, he called
back raving about the great package deal he got through a local travel agent,
and how she was able to book the whole thing for them—including air, hotel on
Kaanapali Beach, and even a convertible—for one simple price. Plus, they even
got free breakfast every morning, flower leis, and an upgrade to an oceanview
room. How could I compete with that?
There's definitely something
to be said for the convenience of a travel agent, whether you end up paying a
little more or not. You can spend hours online scavenging for the best price,
even if you know where to look, but the time involved and frustration could in
itself be costly. Not to mention that an experienced travel agent can give you
valuable inside knowledge that will greatly enhance your trip.
In my brother's case, the
agent was able to secure a better room for a better price. They originally
wanted a partial oceanview because they assumed anything better would be beyond
their budget. But the agent contacted the hotel's representing agent in Hawaii,
who said it would be cheaper to get the full oceanview room. Without the agent,
they wouldn't have known.
With travel companies
offering their products online, consumers indeed have more direct access to the
supplier. But the problem is that the supplier is likely to have its own
interests in mind and won't tell you when there's a better option, unless you
think to ask.
But even when you do ask,
you're not likely to get very far, as most sites don't specialize in customer
service. And certainly, they won't tell about the great deal the other guy is
offering. So you're left to do all the research yourself. Some people like this
do-it-yourself approach, but it's not best for everyone, particularly those who
are not Internet or travel savvy, or who are just plain busy.
The cost of an agent
Does it cost more to book
through an agent? Possibly. With travel providers, particularly airlines,
reducing or cutting commissions, travel agents have to charge the traveler
higher fees to stay afloat. However, the extra money you spend for expertise
that can cut through the quagmire of complex travel options and pricing can
sometimes yield you greater value. And, without commissions, you know that the
agent (if it's a good agent) is working for you, not the supplier.
You shouldn't feel that
you're completely missing out on hot Internet rates if you go to an agent. Not
only do agents have access to services that consumers don't, such as
consortiums, group rates (in which they buy blocks of space), and GDSs, more
and more agents are gaining access to cut-rate prices available online. For
instance, some cruise lines, most recently Carnival, have leveled the playing
field with uniform pricing across the board so that sellers online or off can
offer the same pricing. Also, should you find a great rate online, you can
always ask your agent to beat it—many times he or she can.
Money aside, agents can
provide other services that can greatly add value. For instance, they can
inform you if your flight changes, and keep you up-to-date on travel
advisories. Some agents will also go to bat for you if something goes wrong.
According to Terryl Lofgren,
owner of Denver-based World Wide Adventures & Photo Journeys, it's the
relationship travelers build with their agent that can greatly enhance the
travel experience. For instance, agents can store preference information such
as frequent flier numbers and preference for first class. But more importantly,
the agent will remember things like whether the traveler has kids, likes to
visit certain destinations, or seeks out certain types of travel. And when
specials that fit those preferences come up, the agent will contact the
individual. Or, when travelers book their next trip, they can save time by not
having to explain what they like all over again.
Lofgren also stresses that
agents know who to contact to get the best service for their clients, such as
making sure they get the best cruise cabin in the category they want, arranging
for special requests like wine or flowers, and even steering them away from
hotels that are unsuitable for their needs. Occasionally, agents can "pull
off a coup," and secure free perks that the client doesn't ask for.
To be fair to online
agencies and sellers, many do offer customer support or advice. However, they
tend to be spread thin in their offerings and might not specialize in the
particular product you're interested in. Travel agents often specialize in
certain types of travel such as cruises, vacation packages, age-based trips,
destinations, weddings, and just about anything else you can think of, allowing
them to narrow the options down to exactly what you are looking for.
When to use an agent
Although I rate myself
highly on my online trip-planning savvy, here are my recommendations for when
it's a good idea to axe the online search and book with a travel agent.
Special occasions: When
planning a special occasion like a honeymoon, destination wedding, family
reunion, etc., you'll want everything to be perfect. (It's not as if your other
concerns such as guest lists, caterers, and decorations aren't stressful
enough.) You won't want to worry about nonsynched flight connections, airport
transfers, or flight change updates. These are all things a travel agent can
organize for you. Plus, agents can arrange special perks like in-room champagne
or birthday cakes, which can really give your experience that added special
quality.
Cruises: Cruises are
big-ticket items, and if you don't plan correctly, you could risk not getting
the vacation you've paid for, particularly if you are a first-time cruiser.
Because agents often specialize in particular cruise lines, they'll be able to
direct you to the cruise that's right for you, whether you're looking for a demure
line like Cunard or a family cruise like Disney. If you know what cruise line
you're interested in, you can go to that line's website or call for a list of
recommend agents that specialize in that line.
An agent also can assist in
selecting a cabin. After all, you don't want to get stuck in the smallest
inside cabin next to noisy galleys or the boiler room. Additionally, they can
help you with dinner seating arrangements, shore excursions, and dress-code
information. Agents might also be able to swing perks like upgrades and
shipboard credit.
Vacation tours: Like
cruises, tour vacations can be big-ticket items. There are thousands of tour
companies to choose from. An agent can steer you away from the bad ones and
also point you towards the operators that specialize in the type of tour you're
looking for, whether it be for seniors, adventurers, families, etc.
Group travel: Booking a
large group requires a lot of coordination. Plus, agents can buy in bulk, which
can lower the price considerably. Some agencies specialize in group travel.
Special needs: There are
agents who specialize in just about any type of travel including disabled, pet
travel, or any other type that requires special considerations. Also, most
agents, specialized or not, can make arrangements for the disabled, such as
making sure travelers have necessary wheelchairs and other equipment, as well
as ensuring that adequate access is available.
How to find a good agent
Before you run off to a
travel agency, take some time to find a reputable agent. There are enough
agents running fly-by-night operations to make anyone weary. Also, after
commission cuts in recent years, some agents might have become biased against
certain providers who they feel left them out in the cold. On the flipside, some
agents might form alliances with certain providers who will give them
"override commissions" if they consistently make sales with that
provider. With all this wheeling and dealing going on, how do you know that
your travel agent has your best interests in mind?
Ed Perkins, columnist and
former editor of the late Consumer Reports Travel Letter, recommends finding
out about an agent's fee structure, so you'll know what extra costs are coming
your way. Most agencies charge a flat fee that's a minimum of $20 to $40 for
airfare bookings, and whether that price is per person or per party varies by
agent. You'll also want to be careful of agents that mark up the price on tours
or cruises, in which they still receive commissions. You should also always ask
if the agent accepts override commissions, which in theory could bias the agent
and compromise the client.
Word of mouth from a trusted
source, like a friend or family member, is always your best bet. If you have no
luck there, Perkins recommends agents who are members of The American Society
of Travel Agents (ASTA), which has a code of ethics. ASTA will also adjudicate
complaints against a member agent, offering a level of protection for the
consumer.
Oh, and if you're wondering
about how my brother and new sister-in-law's trip turned out, they said it was
fabulous without any glitches. They can thank their travel agent for much of
that. Now that the honeymoon is over, I can only wish for them that rest of
their lives together will be as blissful.
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