Travel Agent vs Internet Why should you use the services of a Travel Agent as opposed to using the Internet
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he sixty-four thousand dollar question! Why do so many people book their travel requirements on the Internet as opposed to using a travel agent? • Is it because so many people have had bad experiences in the past with travel agents? • Is it because many people think they can get better prices on the Internet rather than through their travel agent? • Is it because we are brain washed by the media that this is the way forward? • Is it because somewhere inside us we are all make believe travel agents?
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• Is it because many members of the public fail to compare apples with apples? • Is it because it is more comfortable to book travel in the comfort of your home? There is most likely an element of truth in all the above reasons, but they do not stand up when put to the real acid test. Commercially, using the services of a good travel agent will benefit the corporate traveller every time. There is no doubt that there are many travel agents that have no right to trade. In my view it is because they are badly paid and receive very little training. For those reasons, the potentially good travel agent does not stay around long enough to make the right impression with the public. There is a misconception within the industry that ‘benefits in kind’ are an important part of the salary package. The simple fact is you cannot pay your mortgage with an educational trip taken out of season to a resort that most likely will not reflect the same atmosphere, in season. As a result, salaries paid to travel consultants were traditionally low. I am of the view that price price price has become first, second and third in the minds of the client and this should not be the case. Yes, price is an important item, but flexibility is also a major consideration to many business travellers. Our experience shows that most of our corporate clients will change their original booking at least once, and more so, two or three times before they travel. People tend to forget, but it is the airlines that set the rules and regrettably in the past they did not uphold or police them until recently. As a consequence, realising that the airline would not take any action when the travel agent broke the rules on behalf of the client, the client was comfortable booking with the travel agent. I met an ex-client recently. By the way, she is a very affluent lady. All she wanted to do was to express as many flattering remarks she was able to utter in our short meeting about a consultant of ours who has now passed on. It came to our knowledge that he broke every rule in the book and if he were around today, would most likely be inside one of our ‘holiday homes’ with high walls and strong doors that the government runs for people like him. However in the eyes of that person, he was a great travel agent, a good friend and he did everything they wanted. I would say she does not book with us anymore...nor do we wish her to. Yes, in today’s world the airlines make, control and actively police the rules. We, acting as an agent, are booking on behalf of the client, a product owned and controlled by the airlines, hotels, car hire companies etc. We are all ruled by the computer, be it booking the airline, hotel or whatever ground arranger. The difference being, when booking through
the Internet we are dealing with an inanimate machine. However, in today’s world, the travel agent is better paid, generally more intelligent, understands and is generally able to interpret those rules and, where necessary, in favour of the traveller. He/she knows his or her way around the computer and internet far better than Mr and Mrs John Smith. As far as a better price is concerned, a good travel agent at last resort will quote the internet price if it is the best fare at the time of booking. There are many occasions when booking with a travel agent, that the client can be offered the advantage of “having an option” for a limited period of time as opposed to “having to book immediately” on the Internet. The travel agent, because of his/her experience will refer to many sources to compare prices on behalf of the client. This takes time and time costs money. The public fails to realise how much time is wasted surfing the internet for their needs. Be it the Managing Director or the Secretary of a company, they all cost time and are better off using the services of a travel agent. Time and time again I hear they will generally lose patience and will still not get the best price or flexibility. We have experienced many people booking hotels far away from their business appointments and money is wasted in cab fares that on occasion make the price far more expensive than booking a slightly more expensive local hotel. How much thought does the internet booking client give when there is a problem on his/ her travels? How are they going to sort out the issue? Forget about the Volcanic Ash or Tsunami which are not an everyday occurrence. However, what if your appointment is delayed, cancelled, or overruns for whatever reason. What if you or a member of your family falls ill and you are forced to change your travel arrangements. What if there is a strike or you are delayed in heavy traffic, your flight is cancelled or the weather forces the airline to reschedule. Unbeknown to you, a flight can also be overbooked [believe it or not, where possible, the airlines regularly overbook as there are many ‘no-shows’]. OK, you may have travel insurance, but do you really want to go through all the trouble of filling out claims forms and waiting for payment. If you have the right travel agent he/she will resolve insurance claims. The travel agent is most certainly entitled to charge for his services. Little do people realise that whether the airline ticket is cheap or expensive, the work is always the same. And yet most travel agents recognise that the client expects a differential in the service charge. And remember, if the client needs to change the travel arrangements before or after travel, the agent is always there and the additional cost is minimal.