I often get calls at the office from people who are planning a trip using the Internet, and want information about hotels, airline flights, car rentals, etc. I even get calls from people who have already made their reservations on the Internet and now want to change them, and ask for our help.
Over the years I’ve written numerous columns explaining the importance of using a travel professional when booking travel. What took place last week, with the demise of three airlines, the difference between going “online” and working with a travel professional became even more apparent. When I heard the news that Aloha Airlines had filed for Chapter 11, I immediately looked up all our clients that were holding tickets on Aloha Airlines, called them, and attempted to rebook them on any available flights. The same thing happened a few days later when American Trans Air declared bankruptcy. I heard the announcement at 5:00AM when I turned on the morning news and was in the office by 6:00 to see if any of our clients were caught in this unfortunate turn of events. And I wasn’t alone.
On Saturday, April 4th, I was at a travel conference in Los Angeles and heard the same story time after time, travel agents scrambling to find flights for their clients who were ticketed on either Aloha or American Trans Air. I wonder if Travelosity or Orbits were also on the phone, notifying people who used their sites and purchased tickets through the Internet?
I’ve come to the conclusion that some people are under the impression that they get far better rates on tours, hotels, cars, cruises, airfares, etc. over the Internet. Most of the time that is not the case. Plus many people purchase their vacation package and really don’t know exactly what they have purchased. Also, when you book a cruise directly with the cruise company, a Hawaiian vacation directly with Pleasant Hawaiian Holidays, a biking or hiking trip with Backroads, a rafting trip through Row Adventures or a European trip directly with Globus Vacations, for example, the price is not any lower than if you booked it with a travel agent. What you do get for the same price is the same reservations through a travel agent, with the bonus that you have a professional on your team, someone who takes care of any problems that might arise and makes sure you get what you pay for.
First, let me clear up some confusion about how travel agents get paid. The cruise companies, the tour companies (wholesalers that put together packages to Hawaii, Mexico, Europe, etc.), hotels and car companies pay commissions to the travel agent. Because the airlines no longer pay commissions to travel agents, most travel agencies have attached a fee for airline reservations and ticketing, from $25.00 to $35.00 per ticket. Some agencies have also created a “plan to go” fee, usually $100.00 for their expertise in putting together a custom trip. That fee is usually applied toward the reservation and deducted from the final payment. If you decide not to go, the fee is non-refundable and pays for the travel agent’s time and knowledge.
For example: if you go to an accountant to have your income taxes done and he spends an hour or so talking to you, and then you decide you’ll do it yourself on Turbo Tax, should you have to pay for the original appointment? If you go to a lawyer to draw up a will and then decide you can do it yourself online, should you have to pay for the time you originally spent with the lawyer? Absolutely. Why is it different with a travel agent? Professionals should be paid for their expertise.
I’ve traveled extensively and have a lot of experience from which I’m able to draw. I use reliable companies for my clients. I have my favorite hotels (from experience) in Paris, Rome, London and many other locations. I’ll tell you if there is construction going on at the Four Seasons in Lanai and suggest an alternative hotel or destination. Is August a good time to take a Caribbean Cruise? I’ll talk to you about insurance, is it always necessary? Should you drive from Rome to Florence or is it better to take the train? Do you need to reserve seats on European trains? The list goes on and on.
If you don’t travel extensively, there are many terms used by the airlines, cruise companies, tour operators and insurance companies that are confusing.
What is the difference between a direct flight and a non-stop flight? A non-stop flight goes from point A to point B, without a stop, i.e. LAX to Miami. Some flights, though they appear to be non-stop when you look on the computer, can actually stop one or two times prior to your final destination, but you do not change planes, i.e. LAX to Miami with a stopover in Dallas. That is considered a direct flight.
What is the difference between ‘bulk” air and published air? These terms are usually associated with tour operators that have contracts directly with the airlines. Many large tour companies, because of the large number of people they send to specific destination, have contracted with the airline for a lower price on certain routes. Examples of this are LAX to Maui or Honolulu. A tour company may be able to get you a ticket to Maui, as part of your vacation package, for $400.00 roundtrip. When you try to book it on the computer, that same flight may cost you $500.00.
On the subject of travel insurance--when you purchase travel insurance be sure to ask your travel agent what it covers. Most of the time it is for medical reasons or illness or death in the immediate family. It will not cover you if you decide to get a divorce, are called to jury duty, or are refused a visa (into a country) after you bought your trip and purchased airline tickets. It’s also important when you purchase your insurance. If you purchase your insurance within a certain time limit of paying your deposit (usually a week to 10 days) the insurance will cover pre-existing medical conditions. If you have been under a doctor’s care for a heart condition and you end up canceling your trip due to a heart attack six months down the road, your insurance would pickup any cancellation fees incurred. Many insurance premiums also cover lost baggage, trip cancellation insurance, trip delay, medical evacuation, doctor’s visits, etc. Also, most travel insurance sold by independent companies is based on the cost of the trip and your age. Talk to your travel professional to see what type policy would be best for you.
If you’re planning a trip in the near future, remember, call your favorite travel agent and have a professional on your team.
I’ve come to the conclusion that some people are under the impression that they get far better rates on tours, hotels, cars, cruises, airfares, etc. over the Internet. Most of the time that is not the case. Plus many people purchase their vacation package and really don’t know exactly what they have purchased. Also, when you book a cruise directly with the cruise company, a Hawaiian vacation directly with Pleasant Hawaiian Holidays, a biking or hiking trip with Backroads, a rafting trip through Row Adventures or a European trip directly with Globus Vacations, for example, the price is not any lower than if you booked it with a travel agent. What you do get for the same price is the same reservations through a travel agent, with the bonus that you have a professional on your team, someone who takes care of any problems that might arise and makes sure you get what you pay for.
First, let me clear up some confusion about how travel agents get paid. The cruise companies, the tour companies (wholesalers that put together packages to Hawaii, Mexico, Europe, etc.), hotels and car companies pay commissions to the travel agent. Because the airlines no longer pay commissions to travel agents, most travel agencies have attached a fee for airline reservations and ticketing, from $25.00 to $35.00 per ticket. Some agencies have also created a “plan to go” fee, usually $100.00 for their expertise in putting together a custom trip. That fee is usually applied toward the reservation and deducted from the final payment. If you decide not to go, the fee is non-refundable and pays for the travel agent’s time and knowledge.
For example: if you go to an accountant to have your income taxes done and he spends an hour or so talking to you, and then you decide you’ll do it yourself on Turbo Tax, should you have to pay for the original appointment? If you go to a lawyer to draw up a will and then decide you can do it yourself online, should you have to pay for the time you originally spent with the lawyer? Absolutely. Why is it different with a travel agent? Professionals should be paid for their expertise.
I’ve traveled extensively and have a lot of experience from which I’m able to draw. I use reliable companies for my clients. I have my favorite hotels (from experience) in Paris, Rome, London and many other locations. I’ll tell you if there is construction going on at the Four Seasons in Lanai and suggest an alternative hotel or destination. Is August a good time to take a Caribbean Cruise? I’ll talk to you about insurance, is it always necessary? Should you drive from Rome to Florence or is it better to take the train? Do you need to reserve seats on European trains? The list goes on and on.
If you don’t travel extensively, there are many terms used by the airlines, cruise companies, tour operators and insurance companies that are confusing.
What is the difference between a direct flight and a non-stop flight? A non-stop flight goes from point A to point B, without a stop, i.e. LAX to Miami. Some flights, though they appear to be non-stop when you look on the computer, can actually stop one or two times prior to your final destination, but you do not change planes, i.e. LAX to Miami with a stopover in Dallas. That is considered a direct flight.
What is the difference between ‘bulk” air and published air? These terms are usually associated with tour operators that have contracts directly with the airlines. Many large tour companies, because of the large number of people they send to specific destination, have contracted with the airline for a lower price on certain routes. Examples of this are LAX to Maui or Honolulu. A tour company may be able to get you a ticket to Maui, as part of your vacation package, for $400.00 roundtrip. When you try to book it on the computer, that same flight may cost you $500.00.
On the subject of travel insurance--when you purchase travel insurance be sure to ask your travel agent what it covers. Most of the time it is for medical reasons or illness or death in the immediate family. It will not cover you if you decide to get a divorce, are called to jury duty, or are refused a visa (into a country) after you bought your trip and purchased airline tickets. It’s also important when you purchase your insurance. If you purchase your insurance within a certain time limit of paying your deposit (usually a week to 10 days) the insurance will cover pre-existing medical conditions. If you have been under a doctor’s care for a heart condition and you end up canceling your trip due to a heart attack six months down the road, your insurance would pickup any cancellation fees incurred. Many insurance premiums also cover lost baggage, trip cancellation insurance, trip delay, medical evacuation, doctor’s visits, etc. Also, most travel insurance sold by independent companies is based on the cost of the trip and your age. Talk to your travel professional to see what type policy would be best for you.
If you’re planning a trip in the near future, remember, call your favorite travel agent and have a professional on your team.
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