In the Internet age, many frequent travelers have gotten used to booking most of their airline tickets online. Airlines encourage it by claiming to offer the “best fares” with “no booking fees,” along with occasional other promotions. And many writers will tell you there’s no need to use a travel agent for most domestic flights — until something goes wrong.
One of my favorite clients cashed in miles for a free first class ticket on American Airlines to New York this week. He called from the airport to tell me they had canceled the flight, even though he knows I can’t change free tickets. My client said that they had a planeload of people and a gate agent announced that if anyone had someone to call, they would get rebooked faster.
So I held a reservation on a later flight, he went to the Admirals Club Lounge, and they actually issued him boarding passes. When he returned to the gate, there was still a long line, and the agents were telling people everything was now sold out.
This sort of thing isn’t an isolated incident. With airlines trying to move people into online check-in, and cutting reservation staff, there just aren’t as many options for travelers with problems at the airport. A co-worker was able to grab seats for clients earlier this week when United had its bird strike at Denver airport. In fact, since they called on a cellphone he was able to rebook them before the plane got back to the gate. (By which time the later flight was also sold out.)
Also, in the event of flight cancellations, travel agents also have access to alternate airline schedules. If pushed, most airlines, except Southwest, JetBlue and Virgin America, will allow stranded passengers to take another airline. But they usually won’t suggest it, and may not have complete information.
Another issue that has come up frequently is seat assignments. Many agents will, if a seat assignment is not available, continue checking back for that coveted aisle or window. I have heard repeatedly from clients trying to change their seat at the airport that the lack of humans at check-in is making this more difficult.
Yes, a travel agent will charge you a service fee for a domestic ticket. And yes, if everything goes smoothly you may wonder why you paid it. But if not, having someone to bail you out could be priceless.
Janice Hough is a California-based travel agent a travel blogger and a part-time comedy writer. A frequent flier herself, she’s been doing battle with airlines, hotels, and other travel companies for over three decades. Besides writing for Travelers United, Janice has a humor blog at Leftcoastsportsbabe.com (Warning, the political and sports humor therein does not represent the views of anyone but herself.)
