OK, some of you Consumer Traveler readers don’t even use travel agents anymore. And some of you won’t go anywhere without calling your agent first. But as travel agents know, most people are somewhere in the middle.
Even the most die-hard do-it-yourselfers sometimes run into a travel situation that seems too complicated to deal with, and even travelers who have a regular agent might snatch up a online deal or decide that a trip is too simple either to bother their agent, or to pay a fee.
And for the most part, travel agents are okay with this. Although if you never use an agent regularly and only call when it’s a really tough situation, don’t be surprised if the person you call doesn’t drop everything on your behalf. Or if they charge an upfront fee.
This post, however, is for travelers who do have a regular agent. And want to keep that person.
First, if you want to book an airline trip or “something simple” online, no problem. Most agent service fees for domestic tickets are not a big revenue source, though every little bit helps the bottom line. But if you are on your own, you are on your own.
At one corporation I deal with, travelers can book through an agent, or direct, and the company will reimburse them for my fee. One man calls me only for trips he feels are complicated, because he thinks he saves money online.
Last week he contacted me, wanting my help in getting out of a middle seat. But I hadn’t booked the trip. When I nicely pointed out that none of my tricks or resources would work on a ticket I hadn’t issued, he responded asking for “as much advice as possible and any tips you might have.”
My response which was nicer than I felt, suggested he call the airline, and perhaps book through us next time.
Second, agents understand that there are some deals we can’t touch – for example, if it’s a private group, a time-share offer, or something that requires cashing in some frequent flier miles as partial payment. But most offers are available for the same or better price through a travel agent. So, if possible, give your regular agent a chance to match or beat another random offer.
Again, another occasional client called to book some air for a cruise he had seen in the paper, booked direct, and paid in full. In this case, not only did our agency lose a large commission, but also we had the same price, plus a free $500 per person onboard credit on the sailing. And had we booked the cruise we could have waived the air service charge.
Third, if with a particular trip you want to research and see what price you can get yourself, most agents are happy to try to beat a quote, or tell you that “Hey, that’s a great deal, we can’t match it.” Although we may warn you to use a credit card, get everything in writing, and beware nonrefundable hotels etc.
In fact, one of my favorite clients loves to play around with airfares online sometimes on the weekend. And then he emails me Monday asking if I can find a better fare. (Often, but not always, I can.) But it does make agents crazy when people go the other way. As in ask for ideas, have us do all the research and find hotels or flights you would never have found on your own, and then book direct simply to avoid a service fee.
Many agents now ask up front for a deposit to avoid being used as “a great resource” (a former client’s term.) But an agent you use regularly may not charge you for research because they expect you will book with them. The first time anyway.
And before I get all the anti-agent emails, yes, I know that sometimes offers may seem to require immediacy – though most suppliers will give you 24 hours. And I also know sometimes you may get a quote that seems high. If it’s the first time you are using a agent, it’s possible you’re dealing with someone incompetent. But if it’s an agent you normally trust, tell them directly the price is an issue, ask if they will check around, and/or let them know you might shop around.
Although if you do shop around, again, with a regular agent, it’s both courteous and safer to double-check with them before you go with plan B. One regular client had his mother-in-law convinced that a last-minute Hawaii package should be cheaper, and so she had him search around. He came back to me with a 10 day Expedia package to Kauai that was $200 less. Except that somehow the rental car was left out. Which would have left three of them at the airport with no transportation to the north shore of the island..
And finally, stuff happens. If a family member purchased your ticket, or your teenager has a problem coming home from college, or there is some other reason for not booking with a agent other than you just trying to save a service fee, most of us will try to help if you ask nicely. Although if by some chance we can pull it off, (because it really is difficult to do anything with a non-agency ticket) wine, chocolate or flowers never hurt.
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.)
