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Is a travel agent worth it the pros and cons.

Travel experts agree there are several advantages to hiring a vacation planner.

The Pros & Cons of Using a Travel Agent

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A travel agent can save you money and time.

Need to pivot your trip plans but don't want to deal with the extra time, money and hassle of rebooking flights and accommodations on your own? That's just one area where a knowledgeable travel agent (also commonly known as a travel advisor) can help. Read on to discover the other benefits – as well as the downsides – of using a travel agent, so you can confidently decide whether or not a travel agent is worth it for your next trip.

The Pros of Using a Travel Agent

Travel agents can save you money – and get you other perks.

"In some cases, you'll actually get a better  deal by working with a travel agent," says Jackie Steele, travel expert at MagicGuides . "This could be in the form of a cruise onboard credit (free spending money to use on the ship), access to special agency/group rates, or even just learning about a discount you qualify for but weren't aware of." The best agents will even keep an eye on new discounts as they're announced and apply them to your trip even after you've booked, he notes.

Travel agents handle all the details

Hotel room? Booked. Dinner reservations? Made. Tour tickets? Ready to go. A travel agent handles every detail of your vacation itinerary. "The traveler still gets to be involved in the fun part of dreaming up ideas and providing their travel wishes, while we take and perfect them," says Jessica Parker, founder of Trip Whisperer .

Molly McShea, owner and travel advisor at McShea Travel , points out that travel agents can also help with timing logistics. "Travel agents know how many days should be spent in each destination, which tours go together, and how many things you should do in a day," she says, adding that crafting an itinerary can be challenging if it's not something you regularly do. Additionally, travel agents can help you choose the best time to visit your preferred destination(s) based on seasonality and your budget, and sift through travel insurance policies to find the best option for your needs.

Travel agents can provide local expertise

"A travel advisor's industry connections and relationships provide added value to their clients," says Valerie Edman, a luxury travel advisor and agency owner at Cultured Travel LLC. She says when working with a travel agent, travelers gain access to a global network of connections including:

• In-destination specialists who work exclusively with travel advisors and can connect travelers with unique, off-the-beaten-path experiences they wouldn't otherwise know about
• Exclusive experiences not available to the general public

You'll avoid surprise fees

When deciding if a travel agent is worth it for you, remember this: A reputable agent can guarantee you won't encounter any surprise fees on accommodations and activities once your trip is booked.

You'll have someone to troubleshoot unexpected travel issues

A travel advisor is essentially your personal vacation concierge. "Because they've been around for so long, agents really know what to look for," says Christopher Elliott , a consumer advocate and journalist. "Travel agents are among the first to know about flight cancellations and delays , making it easy for them to rebook itineraries right away." 

The Cons of Using a Travel Agent

It might not be your cheapest option.

There are some instances when it makes more sense to plan your own trip. "If you're planning a quick flight from New York City to Los Angeles, it's easy enough to book it yourself online directly or through a third-party booking site," says Elliott. "If you're planning a once-in-a-lifetime trip or bucket list honeymoon , that's when you call the experts."

You'll have less flexibility in your itinerary

The upside of working with a travel agent is having someone plan an epic vacation for you based on industry knowledge and local expertise. But this can also be a downside in the event you discover an activity you'd like to do or a restaurant you'd like to try that isn't on your pre-planned itinerary. If you alter your plans, you risk losing money; plus, the time it takes for you and your travel agent to coordinate your change of plans may not be worth the hassle.

You still have to do some research

It's important to find an agent you can trust, which means you still have to do some of the vacation planning. For this part, Parker recommends picking up the phone. "Lots of people avoid or don't pick up the phone as much anymore," she says. "That's where you get the high-touch service, tone of voice, excitement or concerns to manage." She advises to look for the following red flags:

• No fees: " Travel advisors are charging planning fees more now or increasing them, so the client knows more confidently than ever, we work for them, not the suppliers with the best commissions," Parker explains. "There are a lot of things that are non-commissionable and the advisor's time and expertise shouldn't be given away for free, either. That's the best way to show an advisor takes their business seriously."
• Limited options: If you work with someone who is inexperienced or has an incentive to book you with a certain supplier, they may not be prioritizing your best interests. "It's important to check if they are with a larger consortia, accreditations and network, typically listed on their website and signatures," says Parker. "That level of mindshare doesn't come with a lone advisor unless they have many, many years of experience."
• Slow response times: If communication is delayed, that's a sign they may be too busy to plan your trip – but again, this is something you can avoid by having the right conversations early on.

Edman suggestes starting your search with the American Society of Travel Advisors . "ASTA-verified travel advisors are committed to the highest industry standards and have verifiable industry knowledge so consumers can feel confident in working with them," she says.

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4 Things to Know When Choosing a Travel Agent

Even the most D.I.Y.-inclined travelers are considering working with a professional adviser these days. Here’s how.

By Lauren Sloss

So, you’re thinking about traveling again? You’re not alone. The pandemic may not be over, but the expansion of vaccine eligibility in the United States — hiccups, delays and pauses aside — plus the news that the European Union will be opening up to vaccinated travelers is inspiring many to plan a real-deal summer vacation, or even take the leap on booking bucket-list adventures.

Travel remains far from simple, however. The virus is finding new footholds around the world, leaving an ever-changing set of rules and restrictions in its wake (and all of this is compounded by a run on home rentals , rental cars and more). It’s a reality that’s inspired many D.I.Y.-inclined travelers to consider working with a travel agent , or travel adviser, for the first time, in the hopes of skipping the travel-planning stress and focusing on actually relaxing on vacation instead.

Most travel advisers provide their services free of charge to clients (though some charge a booking fee, which can range from $25 to $100, depending on how complicated a trip you’re after) and instead make their money through commissions from hotels, tour operators, cruise lines, airlines and other travel companies.

Finding the right adviser for you is “like finding a hairdresser,” said Erika Richter, the senior communications director of ASTA , the American Society of Travel Advisors. “You want someone who understands your personal style.”

Ms. Richter, along with Misty Belles, the managing director of global public relations for Virtuoso , an international travel agency network specializing in luxury travel, shared their tips on how you can find an adviser who will understand you and your dream trip.

Begin your search close to home

Start by asking trusted friends and family members for recommendations. “The same holds true for any professional service in your life,” Ms. Belles said. “If you know someone who is working with a travel adviser and was pleased with the experience, that’s a great place to start.”

If that’s a no-go (or if your friends and family, while beloved, don’t have the same travel style as you do), Ms. Richter strongly suggested seeking out local businesses where you live.

“Supporting small businesses in our communities is more important than ever right now,” she said. ASTA has a directory that allows you to search for advisers close to you; a quick Google search will likely do the trick, too, Ms. Richter said.

Think about where you want to go

Another way to find a travel adviser is to seek one out based on a destination, or destinations, that he or she may specialize in. Are you interested in going to a specific Caribbean island nation? You’ll likely want to work with an adviser that has booked a number of trips in that country, and has connections and contacts there. Some advisers specialize in trips to Disney resort properties; others focus on cruises. If you’re interested in planning a trip outside of their purview, advisers can refer you to someone else within their network, or do the heavy-duty research themselves.

“Choosing someone who specializes in a destination is a good first foray into working with a travel adviser,” Ms. Belles said. “But when you work with the same adviser for a while, they become a specialist in you.”

Consider their professional networks

Speaking of what you want, it can be useful to understand the organization, or organizations, an adviser is associated with. Whether they work alone, with one partner in a small shop, or as part of a large agency, they are likely connected to a consortium, or a professional network, like Virtuoso, which is made up of more than 1,000 agencies in 50 countries around the world, or ASTA itself.

“Obviously, I represent ASTA, but I do think it’s important to look at an adviser’s professional affiliations,” Ms. Richter said. Affiliations can serve as a vote of confidence that the adviser has been vetted; it also gives you a chance for recourse should you find yourself unhappy with your relationship (ASTA, for example, can handle consumer complaints and be a part of the resolution process). Some consortiums specialize in a certain type of travel — Virtuoso agencies focus on luxury travel, for example, while others might highlight adventure travel, or family trips and so on.

An adviser’s affiliations also act as a conduit for one of their major selling points: traveler perks.

“Ask them what sorts of benefits they get from their professional networks,” Ms. Richter said. “Upgrades, free breakfasts, late checkouts when available — who doesn’t want some of those freebies?”

Make sure your adviser understands your travel style

Do you like leisurely, slow trips? Packed itineraries filled with sightseeing and attractions? Do you like to travel alone, or are you planning multigenerational trips with children and grandparents? Ensuring that your adviser understands what you want — and maybe even establishing that they have a similar travel style themselves — can greatly help with building rapport (and allow them to plan an even better trip for you).

Some important questions to ask: Do they charge a planning fee? What are some examples of trips that they’ve planned in the past?

“Be really upfront about your budget for a trip, and be sure that that is something they can help you make the most of,” Ms. Richter said.

Ms. Belles suggested asking the adviser how they personally like to travel, and some of their favorite destinations.

“Interview them a little bit! You can see whether there are some similarities there,” she said. But make sure they’re asking you just as many questions.

“If they’re not, that should be a red flag,” said Ms. Belles. “An adviser should be looking to get to the heart of what exactly you want as a traveler.”

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When planning a vacation, it can be tempting to just do it all yourself, with maybe a little help from a travel website. However, you might be surprised to discover that a travel agent can be a money-saving resource during the planning process.

Not only that, but many travel agents charge small fees, or even no fees at all. If you’ve never used a travel agent before, here are 12 secrets almost all travel agents know. You can benefit from these secrets to save money on your next trip .

Before you start planning your next vacation, consider speaking with a travel agent. Even though they might get a kickback for helping you plan your trip , it doesn’t mean they aren’t full of helpful hints and good secrets. In fact, here are some of the top things travel agents know — and using these secrets can save you money.

How to get better flight prices

With airline prices expected to continue rising through the end of 2021, getting help finding cheaper flights can be a huge deal.

In general, you’re more likely to find travel agents helpful if you’re flying internationally, or if you’re arranging group travel. Depending on the situation, a travel agent might have access to special deals, as well as rates for different airlines.

I’ve booked travel with an agent for overseas flights, and the process is often smoother — and less expensive — than trying to find deals online. This is especially true when working on a full package that includes lodging or a cruise as well as flights.

They can fix unexpected problems while traveling

When something goes wrong, trying to get back on top of the situation can mean hours on the phone with the airline. You could even find yourself in a long line at the airport, hoping to get on the next flight.

When you have a travel agent, though, you might be able to jump ahead. Call your travel agent, and they will handle the rebooking, and might even be able to get you vouchers. In the past, when I’ve used a travel agent, they’ve been able to get me a hotel room for the night — no cost to me — and helped me get on my way as quickly as possible.

Having that insider point of contact who can handle the issues and knows the rules surrounding vouchers and compensation can save you time and trouble when an issue arises.

They have access better hotel pricing

Hotels have more flexibility in pricing than you might think. Additionally, some hotels are moving toward more dynamic pricing for the future, working on ways to ensure that empty rooms don’t stay empty.

A travel agent knows that a hotel with an empty room — especially if it’s during a traditionally slow time or if there’s been a last-minute cancelation — is a hotel that’s willing to make a deal.

Depending on the type of travel you do, when you go, and where you plan to stay, you might be able to score a better deal. Travel agents have contacts and relationships and might be able to find a good deal for you, as long as you’re reasonably flexible. You can also use one of the best hotel credit card options to get free nights and earn other perks.

They know all the government rules and regulations

Not sure when you need a passport? How quickly do you need the passport? Can you speed up your time in line with TSA Precheck or Clear? When you look for the best airline credit card , consider checking for perks like credit for Global Entry fees, which can save you money on premium programs.

Travel agents have to be up on all the latest rules and regulations. They pay attention to where there’s a travel advisory, and they can let you know which checkpoints have faster lines for Global Entry travelers.

A travel agent can also help you figure out which programs are likely to work best for you. Clear might get you through security faster than TSA Precheck, but if you don’t go to many airports that have Clear set up, it might not be worth the cost. A travel agent can help you sort that out.

You can save major money by staying right outside the main city

When I traveled to New York City last, a travel agent friend of mine recommended I stay in Newark, NJ, which is only about a 25- to 30-minute train ride. I was able to find good accommodations at a low price, and easily get to and from New York City. Not only that, but I was able to find a little grocery store and restaurants that were cheaper than the cost of many of the amenities in New York City. I’ve used similar strategies when staying outside other major cities, including Vienna, Austria.

Travel agents know that there’s a price to pay for staying right inside the city. They can help you figure out cheaper places to stay, and where you can take advantage of low-cost public transit to get around so you don’t have to pay for a rental car and gas.

Airbnb rentals can be better options than hotels

Depending on where you go, you might be able to get a better deal staying with Airbnb than in a hotel. On top of that, some travel agents have access to Airbnb and can even help you book.

My recent trip to Massachusetts involved staying in Brookline, just outside of Boston, in an Airbnb. It cost much less to stay in the Airbnb, and my lodgings were only a short walk from the main train line into Boston. A weeklong unlimited ride ticket was inexpensive, and I saved a ton of money by being able to stay outside the main city in an Airbnb.

You can also book your Airbnb using credit card reward points , even if you decide not to use a travel agent.

You should fly between Tuesday and Thursday

When booking your flight, travel agents know that you’re likely to get the best deals when you fly between Tuesday and Thursday. If you’re looking at a flight price matrix, you can compare days, and you might be surprised at how often the cheapest flights are on Tuesday, Wednesday, and Thursday.

They know package deals can be the best deals

Travel agents can help you bundle your travel and save big. When you get package deals that include airfare, hotel, and rental car, you can save money in the long run.

Using a travel agent to book my Viking River Cruise a few years ago helped me get the best deal on combined airfare and transport. I didn’t have to worry about getting to the cruise ship because, by booking a package deal through the travel agent, they took care of picking me up at the airport. Not only that, but they were on standby so that if something happened to their transport and I missed the flight back, they would handle all other arrangements.

Knowing that there’s one price for the whole trip — and it’s potentially lower than getting everything à la carte — can provide peace of mind when you travel.

They know where the hidden costs are and how to avoid them

Travel agents are experts in the industry. They’ve seen it all. A good travel agent knows where the hidden costs are and can help you avoid paying those extra fees . With a travel agent on your side, you can navigate the tricky parts of travel, especially if you’re going to another country or if you have a large group you’re trying to accommodate.

Book with lots of lead time to save

If you really want to save, travel agents know you need to plan in advance. When you start looking well ahead of time, travel agents can find the best deals, especially if you have enough lead time to be flexible.

On top of that, some travel agents will let you pay a deposit and make payments over time , rather than requiring everything upfront. This gives you time to plan ahead and budget in chunks.

Don’t book luxury hotels online — book through an agent

Looking for the best deals on luxury hotels? A travel agent can probably help. Many agents are part of preferred networks and programs, some of which aren’t publicly available. For example, Four Seasons doesn’t have a public loyalty program. Instead, you make use of the Four Seasons Preferred Partner program through a participating travel agent.

Many luxury hotels don’t publish deals, so booking through an agent with access might be your best bet for getting perks and VIP treatment.

Visit during shoulder season

Rather than visiting during peak season, or even off-peak, travel agents know that shoulder season can be one of the best times to take a trip.

One travel agent recommended that I book my getaway to Jackson, Wyoming after the summer season ended and before skiing season got underway. Going in the shoulder season, this sort of in-between time, saved me a lot of money on my stay.

Travel agents are well-versed in various destinations, and when you’re most likely to get a good deal by traveling when hotels are likely to be looking for any travelers, and when airlines just want to fill seats.

Bottom line

Agents can help you save big for your dream vacation. They know the travel industry secrets that can lead to a better vacation budget . While you’re at it, you can also save big when you use the best travel credit cards to take advantage of perks and earn free travel rewards.

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How to Find the Right Travel Agent

Ed Hewitt started traveling with his family at the age of 10 and has since visited dozens of countries on six continents. He wrote for IndependentTraveler.com for more than 20 years, producing hundreds of columns on travel and offering his expertise on radio and television. He is now a regular contributor to SmarterTravel.

An avid surfer and rower, Ed has written about and photographed rowing competitions around the world, including the last five Olympic Games.

He's passing his love of travel on to the next generation; his 10-year-old son has flown some 200,000 miles already.

Travel Smarter! Sign up for our free newsletter.

Back before I became a diehard fan of travel agents, I was a diehard fan of doing it myself. But a few bad trips, many of which I’ve written about in this column, resulted in numerous comments from travel agents that they could have saved me some agony, not to mention quite possibly some money. Here’s the story of my quest to find the perfect travel advisor.

What Makes a Good Travel Agent?

Full disclosure: I’m in the market for a holiday trip to a popular destination (a Hawaiian island) for a friend’s wedding. I figured I’d mix business and pleasure, and turn this article into a quest for affordable airfare.

As a result, I had three agendas:

1) To find a “Good Travel Agent.” What is this elusive creature? 2) To experience this creature’s purported magic first-hand. 3) To (somehow!) find a great airfare in a sold-out market.

A Monday afternoon’s calls to some local travel agents went thusly:

First call: No answer, left message, no returned call within 48 hours, still haven’t heard from them.

Second call: Spoke to an agent, gave her my itinerary, then had this exchange:

“We’ll see what we can do, and give you a call.” I had to ask when that call might come.

“Hopefully by the end of the week.” (Remember, this was on Monday.)

Third call: Receptionist answers, asks my name, then tells me (and I swear these were his exact words): “All our agents are currently busy with other customers. Please call back in 15 to 20 minutes.”

Aside from the fact that he sounded like a computer-generated on-hold operator, he made no offer to take my name or my number to have someone call me. Call us, we won’t call you….

Fourth call: The folks at the American Society of Travel Agents (ASTA) are always trumpeting their agents, so I chose an agent who sported the ASTA logo in his Yellow Pages ad. Pay dirt.

Gene was funny, happily swapped war stories with me, called back promptly after investigating my itinerary, and explored other options at length when I wasn’t entirely happy with prices or the airline. In short order, by using some alternative airports, he found a fare that was $200 cheaper than what I had seen online.

He placed the reservation but asked if I could wait until the morning, as he was going to a party that night with some colleagues, and wanted to see if he could find anything interesting.

At 9:15 a.m., Gene called with some news: He had found a package deal with a three-night “throwaway hotel” (when you don’t even have to show up if you don’t want to) for almost $2,000 less than either of us could find anywhere else. He had nailed down our preferred dates of travel, if not our preferred airline, but beggars can’t be choosers, as the saying goes. As I said before: pay dirt.

Finding a Good Travel Agent

Needless to say, I’m sold that a good travel agent can do some things no search engine will ever do. (I’ll still use online booking sites, nonetheless, for speed and convenience, but will call my new travel agent much more frequently.)

A few guidelines for choosing your travel agent:

1) I have to trumpet the ASTA connection; go with an ASTA agency. ASTA has a code of conduct, a Consumer Affairs Department where you can register complaints against members, and a reputation to uphold. You can search for ASTA-affiliated agents on the organization’s consumer site, TravelSense.org .

(Note that, on further inspection, I discovered that at least one of the agencies I didn’t use was an ASTA shop. ASTA affiliation isn’t a guarantee, but it’s a good start.)

2) Does the agent tell you everything you need to know? When you don’t like a certain airline, departure times or dates, or connection, does he shift gears immediately to find alternatives or try to force the issue? If your agent responds well in these situations, stick by him.

3) Do the agent’s fares and itineraries stack up well against the online booking services? Even when I call the airlines directly, I check an online reservations site to investigate my options ahead of time; I do the same with travel agents. The more information you have as a consumer of any product, the more likely you are to find what you really want.

When to Use a Travel Agent

Strongly consider using a travel agent instead of doing it yourself in the following cases:

Group trips/sales. Getting 25 people on the same plane with seats together at an affordable price is no job for a dilettante. Call a travel agent immediately when traveling with a large group. Be firm and clear in your instructions on your budget, time and date restrictions, and other requirements.

Family travel. I consider family travel just a smaller subset of a group trip — we want sensible flight times, the fewest connections and shortest overall travel time possible, seats together throughout, hotel rooms with enough sleeping space, a car that can accept a child’s seat, etc. A good travel agent understands all of this intuitively, and can save you the headaches of sorting through all of this yourself.

When looking for a package deal. There are so many package deals out there, at hotels you’ve never heard of, with itineraries so vague you’re not sure what country you’re visiting, that you probably need some assistance. (See Are Vacation Packages a Good Deal? for more help.)

When you fly frequently. When you fly frequently, and especially when it’s SEM (Someone Else’s Money), having a good travel agent can be essential. No hours on hold, no endless Web surfing, no hassles; just a quick phone call, and your e-tickets arrive in your inbox.

When traveling to an exotic locale or new “resort” area. I once took a trip to a new resort that hadn’t completed its plumbing installation, overlooked a beach at an oil drilling site and was plagued with thefts. I rented a car and disappeared for the rest of the trip, swallowing the cost of the hotel.

A good travel agent has an ear to the ground and will know whether a new hotel in an exotic location is safe and ready to welcome travelers. Many travel agents routinely visit hot new locations (often on the tab of the resort — see Potential Conflicts of Interest below).

Additionally, if any components of your itinerary collapse, your travel agent is accountable to help try to set things right. If you made all your reservations yourself, you’re up the creek without the proverbial paddle.

When you don’t have time. You might save a few dollars in fees, while you lose two hours in research. What is your time worth? Travel agents earn their keep by doing work you don’t have time to do.

When you have all the time in the world. If you have a relationship with your travel agent, you can ask them to keep an eye out for good deals to your favorite locations. Sure, email notification services can do the same, but your travel agent might catch something a “bot” might not.

When you have the itinerary from H-E-Double Hockey Sticks. If you have a particularly sticky itinerary — one with stopovers, rented cars in every city, several hotels and the like — you might want to get a pro on the job.

When you have a great travel agent. If you’ve found the world’s best travel agent right in your neighborhood, throw her all your business. You won’t do better anywhere else. She can see everything the booking engines can see, and sometimes more. She’ll make a living, you’ll become a preferred customer and the world will be a better place. (Well, maybe not, but we can try.)

When to Do It Yourself

I do believe there are times when you can just make your bookings yourself:

Routine travel. If you’re booking a simple roundtrip flight, you can probably do it yourself online with your preferred airline. This way, there’s no third party to consult if you have to make quick, simple decisions about departure times, prices or other factors. You make a few clicks and it’s done. No travel agent is going to make this process simpler or likely even cheaper.

When you’re working on word of mouth, or with Mom and Pop operations. Many small hotels, B&B’s, local car rental joints or similar outfits don’t register on the average travel agent’s radar screen. When a friend tells you about this great and affordable little cabin that you can get by calling the local bait shop, make the call yourself.

What to Ask a Travel Agent

A good travel agent will answer the following questions honestly and without resistance.

Do you apply a surcharge to my purchase? How big is it? I think it is unfortunate that travel agents have been forced to apply a surcharge to get paid for the valuable work they do. And usually they’re worth the small fee. I have no sympathy, however, for agents and agencies that institute a surcharge and don’t tell their customers until after the fact.

Does the price quote include all taxes and other charges? The odd travel agent will quote you the base price on a flight or hotel stay; then when you try to pay, it’s much higher. Even online booking engines quote final prices; expect your travel agent to do so as well.

What about incentive programs? Are agents getting paid to steer you to a specific airline, cruise company, hotel or car rental agency? You want to know.

Are there airlines that do not appear in their computers? Some airlines are more equal than others. Some airlines, such as Southwest and other smaller discounters, may not participate in the central reservations system. Good agents will know to check those airlines’ sites when appropriate.

Do they routinely work with vacation package companies? The truly creative agent might not just offer you an airfare, but might find a vacation package that could even come in cheaper than the flight.

Potential Conflicts of Interest

An agent who is paid to find the best airfare, but is simultaneously paid by airlines to steer customers to their flights, encounters a clear conflict of interest. While most agents should be assumed honest, you want to know about these arrangements, as the agent is put in a tough position of saving you a few bucks or making a few more bucks for himself.

It’s a conflict of interest, a little like when a real estate agent represents both the buyer and the seller. Whose interests are they protecting? Besides their own, of course. Please understand that I’m not attacking travel agents’ right to make a living. But when an agent sells out the customer on the other end of the phone to the airline on the other end of an incentive program, we have a problem.

Familiarization Trips Often called “fam” trips, these are partly educational trips for travel agents and partly favors from travel companies, who often expect to be “paid back” with sales to that destination. Probably a necessary evil, but when someone recommends a new locale she’s just visited and loved, remember that she didn’t pay as much as you will to visit there. Again, ask the tough questions.

Overrides An “override” refers to an incentive program where agents are rewarded, in commission increase or other perks, when they sell a minimum number or dollar amount of reservations for a particular airline, hotel, car rental company, cruise line or the like. The temptation to steer passengers to that company can be overwhelming, even if it’s not entirely in the best interests of the traveler.

Overrides are primarily an issue at large companies; your average local company can’t get anywhere near the numbers required for most overrides.

I’m not slamming agents by highlighting these issues; remember, one just saved me $2,000. I’m merely reinforcing my eternal credo: Caveat emptor (let the buyer beware). Do your homework to find that “Good Travel Agent,” and you won’t regret it.

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Four Secrets to Picking the Right Travel Agent

By Christopher Elliott

Tribune Media Services

Who needs a travel agent anymore?

Fewer of us do, apparently. Just eight years ago, there were 124,030 travel agents in the United States, according to the Bureau of Labor Statistics. By 2006, that number had fallen by about 30 percent, to 87,600 agents.

The government's outlook for the business is downright depressing. It projects "little or no growth" for travel professionals during the next eight years, as market share gains made by online giants like Expedia, Orbitz and Travelocity are held in check by a small bump in demand for specialized travel advice.

In fact, many readers of this column believe that's optimistic. They think travel agents are completely obsolete.

"They are an outdated remnant of past practices that add virtually no value to any transaction today," says Bill Clements, who works for an airline in Ypsilanti, Mich. He also took me to task for recommending agents in my columns, accusing me of being "the biggest lackey for them that I have ever experienced."

I hear from readers like Clements constantly. Every week, I seem to be on the receiving end of an angry anti-agent missive that starts with, "How could you?"

So let me talk about how I could.

Why do I still like agents? A competent travel adviser can be your greatest asset when you're planning a trip. The key word here is "competent." And let me also define what I mean by agent: I'm not necessarily talking about an offshore call center worker reading from a script or a hobbyist who paid a few hundred bucks for bogus agency credentials.

I mean a bona fide, certified travel professional.

It's not a popular position to take. I know. There's no shortage of horrific travel agent stories making the rounds these days. I have a stack of grievances that follow the same basic narrative. It goes something like this:

I booked a trip through online agency X. Something went wrong -- my flight was rescheduled or there was a problem with the hotel reservation. When I phoned the company, I was transferred to half a dozen departments and ended up speaking with someone in Bangalore who I could barely understand. Five hours later, I'm no closer to fixing the problem. Help!

Let me take a moment to say I mean no disrespect to online travel agencies. Most of the airline seats, cruises and hotel rooms booked through these large sites are problem-free. It's the way they address the inevitable problems that leaves something to be desired in the view of many readers.

Jeffrey Alter, an attorney from New Orleans, bought an airline ticket through an online agency recently. But when he received his final bill, he noticed a $50 transaction fee had been added to his credit card statement. No one had mentioned the fee to him when he booked the ticket. I asked him to check the terms and conditions on the website, and sure enough, there was a note about a $30 transaction fee.

So why did they bill him $20 more, and why didn't they tell him up front? I suggested Alter contact the agency. He did. Its response? "Do you believe we provide airline tickets for zero renumeration (sic)? We wouldn't be in business long if we did that."

Now that's what I call customer service.

The other side of this equation is do-it-yourselfers -- people who have paid hundreds or thousands of dollars to become "instant" travel agents. These amateurs give other agents a bad name largely because they're untrained. They've just paid someone for a card that says they're real travel agents, but they often don't know the difference between a stopover and a layover. Instant agents are more victims than anything else, though. They've been scammed into thinking they could become real agents by writing a check.

But even after weeding out the phonies and dot-comers, you're still left with a group of agents that can be less than perfect.

Bob Barstow, a long-time reader of my columns, has had his run-ins with well-trained, legitimate travel agents that left him disappointed. He says he's never experienced the "go-the-extra-mile" attitude for which these trained professionals are supposedly known. "You imply that the business is full of agents dedicated to the travelers' well-being, and will go out of their way for their customer," he told me. "I have yet to meet this agent." There's more about Barstow's unfortunate travel agent experiences -- and the interesting answers from agents -- on my blog .

To Barstow, Alter and yes, even to Clements, let me say: you need to find a good agent. Here are a few tips:

1. Look for the right certification.

If the agent is a member of the American Society of Travel Agents (ASTA) ( www.asta.org ), that's a promising sign. ASTA is the world's largest association of travel professionals, with a code of ethics that tends to keep the riff raff out. If your travel adviser is certified by The Travel Institute ( www.thetravelinstitute.com ), which offers courses on various destinations and travel specialties, that's a bonus. Another membership worth looking for is the Association of Retail Travel Agents ( www.artaonline.com/mc/page.do ). Affiliation with a large organization like AAA or a company such as Carlson Wagonlit can be evidence that your agent is on the up-and-up. Your agent should also comply with any state seller of travel laws and carry error and omission insurance.

2. If at all possible, stay local.

There's no substitute for the personal touch. My best experiences with agents have been one-on-one. The ability to meet -- to look the agent in the eye, to shake his or her hand -- is something online agencies can't match. (Note: not all agents work in an office, but home-based agents can and do make personal visits.) The only exception to this rule is if you're looking for an agent with a sought-after specialty. But even then, a trusted voice on the phone is preferable to the often unintelligible, script-reading customer service associate you're connected to when dealing with a large agency.

3. Interview the agent.

Don't pick the first agent you find. Talk to the travel pro. Find out how long he or she has been in business. Ask about fees (yes, they charge booking fees, but they're worth it if you get into a pinch). I would recommend conducting the interview in person. Pay close attention not only to the way your prospective agent responds, but also at what's going on in the office around you. Are the other agents taking the time to talk with customers, or do they only seem interested in pressuring their clients to make a booking decision? Does the agent you're interviewing seem distracted or focused on trying to help you? If you don't like what you see, move on.

4. Find out how they react under pressure.

The only way to know for certain if your travel agent is a keeper is to see what happens when you run into trouble. And you will have that opportunity, eventually. When your flight is delayed or your hotel is overbooked or your travel insurance claim isn't being honored, what will your agent do? See, agents are compensated for the booking -- either with a fee you pay or a commission they take directly from the company. If they leave you hanging or do nothing more than send you the company's 800-number, they're not your agent. Chances are, they're just in it for the commission.

Good travel agents have an edge over almost any other seller of travel. They know what you want. They speak your language. And they're there for you when you run into trouble.

In other words, travel agents aren't obsolete. Only the bad ones are.

Christopher Elliott is the ombudsman for National Geographic Traveler magazine and the host of "What You Get For The Money: Vacations" on the Fine Living Network. E-mail him at [email protected] .

(c) 2008 Christopher Elliott Distributed by Tribune Media Services, Inc.

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Guide to Finding a Good Travel Agent

Finding a good travel agent who will work with you to plan and the best cruise possible is sometimes as difficult as finding a good doctor, dentist, or other service professional. The process for finding the agent who will find the best cruise for you is similar.

Do You Need a Travel Agent?

Even in this era of information overload, there are times when a travel agent is almost a necessity. If the following sounds like you, then getting a good travel agent is probably a must:

• An inexperienced traveler or cruising for the first time
• Do not have the time or interest to research the best cruise for you
• Have special circumstances like a large group cruising

Booking a Cruise

Booking a cruise is much more complicated than buying a plane ticket or calling a hotel for a room. As with any vacation, there are many decisions you must make. It is important to find a travel agent professional who has lots of experience in cruising. There are many cruise-only travel agencies, and many other full-service agencies have cruise specialists on board who sell nothing but cruises. Among other things, a good cruise specialist should be able to:

• Find the best deals, answer all your questions , and have general knowledge about cruise lines and the cruise industry
• Lay out several options for you if you are uncertain, and provide brochures and information from different cruise lines
• Tell you how you will get your baggage from the airport to the ship and back
• Answer questions for those with special needs (onboard child care, dietary restrictions, medical conditions)
• Answer questions about the cruise lines' cancellation and payment policies.

Local Agents

For first-timers, a local agent you can sit down with personally is best. Ask frequent-cruiser friends, relatives, or co-workers who they have used. Most cruise travelers love to help those new to the cruise vacation experience. If that doesn't work for you, check out local travel agencies' ads in your Sunday newspaper and call agents to interview them over the phone or in person.

You want an agent with lots of cruise experience and knowledge—one with personal experience about the cruise line you are interested in is a plus. Interview agents and find out which cruise lines they have traveled on and how much they know about food, cabins, entertainment, fellow passengers, facilities and common areas, or anything else that matters to you such as ballroom dancing or playing bridge . Look for someone who seems to be interested in getting to know you and wants to match your interests with the wide variety of cruise lines and destinations available to cruise travelers.

Ask if the travel agency is cruise-only or a member of a professional organization such as CLIA (Cruise Lines International Association) , which can provide recommendations on agencies.

Large Agencies

The large cruise discount agencies can sometimes find deals not available to a local agent. The problem is that the person you are dealing with maybe thousands of miles away and not even an experienced cruiser. It might be a good idea to use an 800 number to book your trip, which can be easy and sometimes save you money if you:

• Are willing to take the time to do the research yourself
• Already know exactly which cruise you want
• Do not require any complicated air arrangements or air/sea transfers

A good local travel agent you have met in person may be easier to work with if you return from your cruise with a problem he/she will step up and help you resolve the problem and negotiate on your behalf with the cruise line. A large cruise discount agent might do the same, but the agent doesn't have as much to lose locally by not providing outstanding service.

Travel Agents Work on Commission

Travel agents can serve as advisers, planners, and negotiators. However, remember that they make their money through sales commissions. As with any "sales" person, be aware of any travel agent who seems to be "pushing" one ship or one cruise line over others. It may be only because the commission is higher!

I'll have to admit that finding a good travel agent might not be as important today as it was in the past, especially for those of us who are Internet-savvy and think planning is one of the "fun" parts of traveling. Ten years ago a local travel agent was almost a necessity if you wanted to cruise. You would go to the agent's office, pick up some brochures to study, go back to the office to sit down and discuss bargains and possibilities, and then book the cruise.

The first-time or infrequent cruise traveler had to almost completely rely on the travel agent for help and information. This is certainly no longer the rule. If you are willing to invest the time, you can do the planning yourself and design the perfect cruise vacation. Then you can contact an online discount cruise broker, a cruise line or a travel agency and book your dream vacation!

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How to pick the perfect travel agent

Booking your holiday can sometimes be so overwhelming that all you need to find is a decent and reliable travel agent to walk you through the seemingly daunting process.

Questions surrounding the authenticity of the websites you’ve been scanning, reliability of certain accommodation, airlines and restaurants, and safety of the areas you’ve been looking at staying in can generally all be answered by your travel wizard and their trusty computer.

They can get you out of hairy situations while abroad and can liaise with airlines, hotels and tour groups to ensure you get the best experience without you barely having to lift a finger.

However, I’m sure most of you reading this will know of either yourself, or someone close to you, that has had a negative experience with a travel agent. It can sometimes be like speed dating: someone giving you a whirl of information in two minutes that’s meant to impress but with no follow through. So here’s a rough guide to ensure you find your travel agent soul mate and get the most out of your holiday.

Taking the travails out of travel is all about picking the right agent. Credit Shena Tschofen, Flickr

Transparency

Honesty and transparency are the keys to building the right relationship between you and your travel agent. If they are willing and able to show you their computer screen, tell you their fees and charges, and thoroughly take you through the terms and conditions of your holiday, you are one step closer to asking for their number. Most travel agencies will charge change and cancellation fees, so make sure you’re aware of the costs before you book your trip.

Time saving

The time and hassle a travel agent can save you in booking your around-the-world holiday will be worth the extra few dollars you may have saved on the airfares offered on Expedia or Skyscanner. The support agents can offer you while abroad if something goes wrong is priceless, plus many agents may be able to price beat/price match prices you see on the web. At the end of the day, your travel agent will save you the time and effort of searching for flights, which you can put into deciding what party shirt to pack in your backpack.

Prompt response

Forget the three-day dating rule: if your agent replies to you within 24 hours or earlier, you know you’ve found a keeper. Who wants to wait around while your flights are booking up or you’re stuck in LA airport with the most aggressive customs officials to grace the planet. You want your travel agent to be prompt with their responses and easy to communicate when in need.

Genuine interest

Just as in speed dating, you want to talk to someone who is genuinely interested in you and your ideas. Forget order taking travel agents who mindlessly punch in your requests; seek out those whose faces light up when you tell them about your plans to see the Northern Lights or your rail adventure through South-East Asia. If they actively try and navigate your trip, offer alternatives or try to troubleshoot any issues you may be having, you have a potential keeper. Make sure they listen to what you want to get out of your holiday, and keep an eye out for agents that offer things that they want to sell rather than what you are asking for.

Want to make sure you’re on the right plane for the right price? Join the queue. Credit Earl, Flickr

Destination knowledge

Your travel agent may not have been everywhere you want to go and, to be honest, I wouldn’t expect an agent to have a deep local knowledge of every city on the planet. However, if you can find an agent who has been to, knows about or is willing to do a bit of research for you on your destination of choice, then you know you’re onto a good thing.

Student discounts

For the younger travellers reading this, most of the youth orientated travel agencies around will be able to access fares and information that no search engine on your computer is able to find. This is where you will save money, providing the student rates are available for your destination, and where your travel agent can be your biggest asset.

While travel agents aren’t for everyone, I assure you they are not a dying breed and their knowledge and skills, if competent, can save you time and money and ensure you have a hassle-free holiday (or as hassle-free as travel gets).

Looking for someone to take the hassle out of flights, insurance and all that boring stuff?  Give Intrepid’s friendly team a call. We’re a full service travel agent as well as a group tour operator. Nifty huh? 

Feature image c/o Kate Ter Haar

Feeling inspired?

I'm a Melbourne based musician, writer, and teacher who adores exploring new and exciting cultures. I've woken up in Vietnam and gone to sleep in Beijing and eaten my way through India and Sri Lanka. I've found myself at the bottom of the ocean in Thailand, the depths of the Borneo jungle, and at the top of a mountain in Japan. I'm constantly daydreaming about my next adventure in this crazy and vibrant world.

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