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Travel Agents Yea or Nay?

Last year, a good friend took an international trip with a two-stop flight itinerary. Afterwards, he reflected on how beat up he felt when it was over: "Adding that third airport into the mix seemed to add a ton of extra travel this year; it was rough."

I asked how he booked the flights. He said that he'd looked on a number of the big travel booking sites, and that the itinerary he finally purchased was the best combination of duration, flight times and price he could find, and it took him six hours to accomplish it. My response: "Next time, call me first. You'll feel a lot better when it's all over."

The following year, he did just that, and I came up with options that he could never have found himself using a single booking site -- specifically, a short and affordable Southwest flight that put him in an airport with countless options for direct flights to his final destination. What would have been another expensive, six-flight endurance test was replaced by a far less demanding trip and he spent no time to accomplish it.

Travel agent on about 50 - 60 percent of all trips, especially International trips or vacations, so when CNN marvels that travel agents may be making a comeback, I have to agree.

Most travel agents do not charge a fee, they get paid by the resort or tour company.

The Return of the Travel Agent

Why now? Clients found that the likelihood of using a travel agent increases in direct proportion to the abundance and complexity of travel options you can find on the Internet. Many travelers are discovering the following:

In offering more options and amenities, online travel sites have actually made it more confusing to figure out what they are selling, not less so. Sales abound but, what are the restrictions? Is it really a sale or are they just advertising the regular price and calling it a sale price? yes, this does happen quite a bit. A good example of this is with one client who found a great sale on one of the online booking engines, The booking engine advertised that it was an unheard of sale. I found the same thing with one of our tour companies for $300 less than the fantastic online sale. DON'T BELIEVE EVERYTHING YOU READ.

The explosion of restrictions and fees -- many of which are not obvious to the casual travel buyer -- further muddies understanding of the bottom line on any itinerary. Many online booking companies do not add in their fees and the taxes until the very last step in the booking process.

The absence of a number of popular airlines from major booking engines -- the juggernaut Southwest being the most glaring -- eliminates what could well turn out to be a specific traveler's absolute best itinerary.

The big online travel sites got too smart for their own good; by tidying up and repackaging all the data each according to their own assumptions about travel purchasing, they show us what they think we want to see, but not always what we really want to see. That is, by becoming "online travel agents," rather than mere booking sites, they end up in competition with real travel agents, who can usually do the work better than computers can and can search for the best deals so you do not have to.

Despite being "smarter" and more comprehensive than ever, the typical travel booking experience has way too many dead ends. Whether it be the inability to get seats together, or disappearing fare sales, or the inability to lock in a fare for a short time, booking online is like being trapped inside a bad video game with countless trapdoors and false exits.

And my number one reason to use a travel agent: the reduction in flight capacity by the airlines has resulted in significantly more full flights on the routes I fly. At the same time, the booking sites have gotten only marginally better at offering seat choices and at seating companions together. Just try to book your family on a multi-flight trip and you'll see what I mean. Travel agents can hack their way through all this stuff and look in multiple locations for the best prices, saving you work.

It has gotten to the point that many travelers truly dread the moment they have to sit down at the computer to research travel. Seems like a good time to call in a pro, no?

If this describes you, or even just your next trip, here are some tips and guidelines for choosing, communicating with and evaluating a travel agent.

Does the travel agent specialize in they type of travel you are looking for? Do they charge a fee? How many years have they been in the travel industry? Do they take the time to listen to you and really understand what you are looking for? Do you feel comfortable working with them? Are they approved by the Better Business Bureau?

Let's hear from you, Travel Agents Yea or Nay?

Posted by Geoff on September 30, 2009 | Permalink





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