Ways to make the most of your travel agent

Travel agents aren’t what they were twenty years ago. Back then, a travel agency was literally the only place where one could effectively comparison shop for airfares. Now, with online booking websites, and commission-less airfares, many think travel agents are part of a dying profession. It’s actually quite the opposite.

Twenty years ago, agents sold tickets, earned commissions, dabbled in cruises, car rentals, hotels, and the like. But everyone knew the big money was in plane tickets, and making money to a travel agency basically meant nothing more than getting people in the front door. There was a time when it was the travel agents who held the airline revenue purse strings.

Enter the internet. With most bookings now migrated to the web, and airfares now as easy to buy as a gallon of milk, airlines got wise and reduced agency commissions to zero. Deprived of their main source of revenue, modern travel agents are forced to charge service fees to issue air tickets, car rentals, hotels, and cruises. The fee-based compensation for system arguably works in favor of the consumer. With the passenger, rather than the airline, paying for the agents services, consumers can be assured their travel agent will work as an advocate for them, rather than the airline with the most attractive compensation structure.

Here are a few tips on how to work well with a travel agent;

1. Leave comparison shopping to the internet. If you’re looking for a quick and dirty roundtrip domestic airfare, take what you see online at face value. In most cases, an agent won’t be able to dig up any significant savings, and if they do, it’ll usually disappear by the time they contact you to tell you about it.

2. Speaking of service fees, ask about them up front. Some agents don't add service fees for things like cruises or tour packages. By all means ask if they’re included with the quotes you receive, and don’t complain about the fee. Without them, your agent is working for free. If your trip is long, complex, and detailed, many agents will ask for their fee up front, to avoid doing the research, only to have you book the itinerary directly with the suppliers they recommend. However, if the fee seems excessive, ask the agent for clarification.

3. Ask about consolidator fares. There are several consolidators, which buy seats in bulk from airlines and resell them at often deep discounts. These consolidators often work only through travel agents. If an agent does offer you a consolidator fare, ask for a copy of the consolidators rules and restrictions for the fare; they’re often much more strict than those imposed by the carriers on non-consolidated fares. Many times the change fees are higher, or they can’t be changed at all.

4. Don’t hold an itinerary with multiple agents for the same carrier. Most airlines send agents a message through the reservations system when their reservation has been duplicated by another agent. If you’re not sure you’ve gotten the best service or fare from your agent, be sure to call them and cancel before rebooking elsewhere. It will save confusion for the agent, the airline, and yourself.

5. Doctors charge for a second opinion; so should travel agents. I’ve spoken with passengers who have booked cruises with other agencies or directly with the cruise line, and then called for my opinion on staterooms, shore excursions and so on. Would you expect your doctor to give out medical advice for free, or your lawyer?

6. “Extras” are precisely what they sound like. Travel agents can add them to existing bookings, but don’t visit a travel agent for an English-speaking guide in Vietnam or a private guided tour of the Vatican if you’ve booked the majority of your vacation yourself. Travel agents tie up loose ends on their own packages, not yours.

7. Trust them. Travel agents aren’t perfect, but they do make a living off being an expert in their field. If they recommend an alternative to the hotel you saw at that incredible rate, don't imediately think it's because they want to make more commission. If the hotel you saw is not what the agent feels as suitable for you, there may be a good reason or they know first hand of the condition of the hotel. If the agent books the hotel you requested, against their advice, don't blame them for a bad experience!

8. Never say money isn’t an object, because it is. The worst thing you can do to a travel agent is to not set a budget. Unless you’re independently wealthy, don’t assume you can afford whatever your agent offers – the sky really is the limit when it comes to travel expenses. Give a dollar amount, how negotiable it is, and for what reasons (Would you shorten your vacation for a more luxurious experience within budget, or do you want the full two weeks? Would you consider another more affordable destination, or will you wiggle with your budget a bit to stick with the original plan?) It will save you both a bit of time and awkward price haggling if the budget is set up front.

9. Don’t be afraid to contact the suppliers directly, but only for clarification. Sometimes you just have to hear it from the horse’s mouth. So if you want direct information from a cruise line on how thin their cabin walls are or whether they use hypoallergenic bath soap, it’s sometimes best to get that directly from the source, especially if it's something you need to explain where interpretations could get mixed up, such as describing your medical equipment or specific food allergy.

10. Manage your relationship well. Travel agents cultivate relationships with airlines and other suppliers based on volume and traveler profiles. Listen to an agent’s suggestions – they’ll usually offer a supplier they have a good relationship with first. That way, if anything goes wrong while you’re still new to their agency, they’ll be assured they can most likely get an easy fix. With new customers, agents take a “This client is important to me, and I’m important to you” approach to negotiating with suppliers. With more mature agent/client relationships, the approach is more of a “This customer is important to you”. The more an agent is able to cultivate your relationship with their suppliers, the less they’ll have to use their own to call in waivers and favors if things go awry, and with the state of the industry, suppliers give travel agents less and less wiggle room with waivers, so they’re apt to use them more sparingly.

Bottom Line: A good travel agent works as an extension of the travel supplier, filtering multiple suppliers and offers based on your working relationship and their understanding of your needs. To the travel supplier, they are an advocate for you, the consumer.