After agent saves traveler big bucks on a business class ticket, “I’ll never search online again”

Just remember one thing, just a cause it is a deal does not mean it really exists. A good friend called me last night with a horror story.

Against my advice, they used a travel agent to book an anniversary trip to a special resort. They paid via credit card. The travel agent charged the trip. Never booked it.

They were scheduled to leave in 10 days and when they called the agent to verify and get booking confirmation they instead got a letter from a lawyer telling them the person was going to file bankruptcy and that they should try to recover their bookings on their own. NO deposits or payments were made – this person simply charged the cards, took the money and never sent anything to the travel provider.

I’m telling you – travel agents are mostly idiots. 95% of them are probably part-time hobbyists like 95% of real estate agents being part time moms and part time agents. Some are scammers, many are incompetent and few have any clue as to what they are doing. Sure, all of you who will flame me are none of the above, but that still only proves to me you know how to be indignant.

If you make a reservation for THOUSANDS of dollars less than is otherwise available – do three things. First, always pay via credit cards. Second, call the airline directly to make sure they actually have a reservation for you, and third, call and make 100% certain that the airline has been paid. Not that they received notice that the travel agent has the money, but that they have been paid.

Sounds too good to be true? Like saving thousands over direct booking, is too good to be true. Unless you are buying direct from a consolidator.

ANYONE who tells you that you will not know the airline or flight number until 24 hrs before booking – I’d be real suspicious.

Christopher discusses how websites are showing changing prices when you click on the “BUY” button. Having been in the travel business for 20 years and as co-owner of a travel agency, I can tell you that this cannot and would not happen if you booked it through a travel agent. Even if an airline raises a fare (they load fares many tmes per day, every day), I can sell it to you at the lowest price offered that day. Guaranteed. These are not tricks. These are the tools available to us.

Airline websites and travel websites don’t show you everything, because they are going to show you what they want and who pays them the most to be at the top of the list. Airlines will selectively remove flights from displays if a flight is full and they want to steer you to another fiight. My computer system has access to ALL fares, including webfares, and by design is unbiased.

As far as deeming most travel agents “worthless” from Bob, it’s interesting that over 50% of all airline tickets are still sold through travel agents, despite the internet. Wan to find a good agent? Ask around, and for goodness sake USE ONE. We don’t have time for tire kickers who use us for research and then book their travel elsewhere. But if you are a person that wants to use us and forms a relationship with us, you will be rewarded with excellent service, expert advice, and cost savings (yes, it’s true – online isn’t cheaper!).

Travel agents can work wonders on international flights; especially for first and business tickets. For one, they work with consolidators. Also a good travel agent can call the airline and get better service and answers than a customer can normally get.

Nowadays I only use a TA for major overseas trips. But while I don’t necessarily agree with Mr. Farrell that most TAs are idiots, I sure had a bad experience with my last one. A few years ago I was booking a nearly one-month trip to Australia and was steered to an “expert” on Australia travel by our office manager, who used to work at the agency.

Having traveled to Australia before on a Qantas package, I felt that was the way to go and told the agent so. She disagreed and started keying in information on the flights alone, insisting that she new best. When she told me the flights would be $3,700/person and she would build from there, I insisted that she phone Qantas to see what kind of package they could put together. She very grudgingly did so. Surprise! Qantas quickly put together a package of all flights (Providence to LA to Sydney to Alice Springs to Adelaide; then Sydney to LA to Providence) 4 nights/accommodations, including the most-difficult at Yulara (for Ayers Rock), and 21 days’ car rental for just under $3,000/person — $700 less than the agent had sworn was the best she could do for the flights alone!

At that point, I should have taken my business elsewhere, but I didn’t want to alienate my co-worker. The problems didn’t end there. The agent never got around to requesting seat assignments. (We had booked nearly a year in advance, and she said she couldn’t get assignments until 30 days’ prior. Admittedly, I should have called to remind her, so I accept part of the blame here.) The car category she rented was too small to hold two large pieces of luggage in the trunk. (Since most of my trips are road trips within the U.S. and Canada, I had never rented a car before and had no clue; I know better now.) And she didn’t know that the rental company didn’t allow its vehicles to be taken on the ferry to Kangaroo Island. Fortunately, the ferry agent in Australia knew the rules and advised us, so we ended up leaving our first rental in a covered garage for $10A a day and renting a car on the island, which because we weren’t taking a car on the ferry only added $25 to our expenses.

Basically, everything the TA handled was problematical, and everything I did online — other accommodations, activities, etc. — turned out perfectly.

I’m planning another trip to Oz for next year, and I’ll probably use another TA, but I’ll never go back to that agent — or agency — again. I can’t imagine how much money she has cost people who didn’t do their homework first and trusted her to get “the best deal” for them. This time I’ll use an agent who’s recommended by the Australian Tourist Board.

Paulette’s story about the Australia trip is very strange indeed. I have yet to meet a travel agent who would rather spend time piecing a package together part by part instead of calling a tour company and booking it all together. It’s cheaper for the customer if the agent uses a tour company 99% of the time, and the travel agent gets paid better by the tour operator than airlines and hotel directly.
She must not have been that good (or smart) of a agent!

“As far as deeming most travel agents “worthless” from Bob, it’s interesting that over 50% of all airline tickets are still sold through travel agents, despite the internet.”

I have to wonder how many of those tickets are booked by corporate travel departments? When I was working for a company with a travel department there were no less than four people with the “booking computers” (I’m not sure as to their official name). While they were employees of the company, they appeared to be handling tickets as if they were travel agents.