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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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Are Travel Agents Still a Thing?

By Allison Williams March 18, 2022

Image: Gage Murrey and 2p2play / shutterstock.com

Like buggy drivers and LaserDisc player repairpeople, the travel agent profession sounds like it should be obsolete. After all, Expedia has been around so long it can legally order alcohol. Between Kayak and Google and TripAdvisor, is there still a place for human travel bookers? Absolutely, says Sheri Smith of Seattle's Elizabeth Holmes Travel (no, not that one ).

Smith has been at Elizabeth Holmes for almost 20 years, but in the business for more than a decade longer. The key to her success—to any travel agent's success in the age of point-and-click booking engines—is niche knowledge and upgraded services; the longtime Seattle agency specializes in European trips. The key: not picking a hotel or tour guide sight unseen, even in rural Italy or downtown Cairo.

"We've vetted them," she says of the in-country partners she uses. "We know that they're going to be financially sound, we have confidence of them taking care of our clients." But she notes that travel agents offer more than a quality standard in the pandemic age. Smith remembers a client traveling in the Middle East over Christmas 2021; on their final stop in Jordan, one child tested positive for Covid. Independent travelers would have been "put into the government Covid hotel, which is not ideal." Smith helped the local tour operator vouch for the family, allowing them to ride out their quarantine in their four-and-a-half star luxury hotel.

But even though getting Covid abroad remains relatively rare—Smith can think of only two clients from the whole agency who experienced it—the pandemic has wreaked havoc across the industry. Cancellation policies differ by airline, and even flyers on the exact same flight have varying ability to rebook depending on exactly how their ticket was issued. Smith can rattle off which codeshare partner will give the most flexibility in the case of, say, ballooning Covid surges. She even knows which of the two daily flights from Seattle to London is more likely to be cancelled by the airline.

Smith admits that she gets some surprised responses when she shares her profession: "We're here, there's still quite a few of us!" The American Society of Travel Advisors estimates almost 3,000 people in Washington alone work in the field, with agents processing 155 million trips nationwide in 2015. (The organization renamed from their original 1931 moniker, American Steamship and Tourist Agents Association, sometime after steamships ceased to represent the height of luxury.) Today agents are less likely to be paid a commission by an airline; mostly they include a service or planning fee with their work.

Still, the existence of agents doesn't mean that even Smith recommends them for every weekend jaunt. "Anyone can point and click for Vegas," she says. "I would almost always tell you to point and click for Vegas." International travel, she says, still comes with the kind of unknowns that her profession is uniquely positioned to handle. "Anybody can hang a shingle on the internet, and you can give anybody thousands of dollars. Do you know who you're giving it to?"

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Are Travel Agents Still Useful?

Back before the Internet (you remember those days, right?), when people wanted to plan a vacation, they used a travel agent. These lovely folks would book your flights, cruises, resort stays, honeymoons, and everything in between. They would take care of all your arrangements and be there to liaison between you and the company.

They were who you called when things went wrong. They got you the deals you couldn’t find on your own because you didn’t have access to the resources they did.

But travel agents feel antiquated now.

As online booking websites and the sharing economy have become more popular, travel agents have diminished in importance (9/11 and the 2008 recession didn’t help either).

The Internet age have made it easy for us travelers to cut out the travel agent and plan our own trips by booking directly with airlines and hotels (or, nowadays, with locals — thanks, Airbnb ).

Moreover, the many deal websites out there helping us find cheap airfares and hotels have allowed consumers to find the cheap prices that used to be the domain of agents.

The web has cut out the middle man and the age of travel agents seems to be on the decline.

According to Ryan Geist of Burner Air :

The direct-to-consumer websites cut down the time it took to plan a trip from hours or days to minutes. And there is complete transparency. You can bargain-shop with a click of your mouse. It’s been devastating to an industry entrenched in tradition and stale relationships.

And yet, though “the death of travel agents” has been touted since Expedia debuted, they still exist, though greatly diminished in number ( the number of freelance travel agents went from 124,030 in 2000 to 66,670 in 2019 ).

But that’s still a pretty high number.

In fact, 43% of travelers still prefer to use an agent when booking flights .

That is because they still offer value for certain types of travel (they’re heavily used for luxury, corporate, and group travel), as well as for their expertise and special business relationships — not to mention their time-saving, stress-relieving, and problem-solving skills.

Travel agents are useful if you’re doing a very costly or complex trip, planning a honeymoon or something fancy, or traveling with a large group. They have access to a number of deals and bulk buying options we DIY solo consumers don’t, especially when it comes to tours, high-end flights, and cruises.

As Patricia Serrano from Fresh Traveler puts it:

It’s very easy to book a flight from New York to Miami today, and if that’s all you want, then you should do it online. But if you’re looking for flights for a group of more than 10 people or a flight itinerary like JFK-MIA-BOG-EZE-LAX-SEA-ORD-EWR, then a travel agent would be of great help.

They are also perfect for people who just don’t want to handle a big, complicated trip themselves. Travel agents offer them peace of mind. As Ryan said, “Logistics can be simple or complicated, but they almost always induce a headache. People will pay good money to someone they trust to just ‘handle it’ for them.”

Alicia Saba from The Splendid Traveler echoes this:

Travel agents are still used for expert guidance, personalized travels, and to save time. The Internet has made it easier to book your own travels, but with that comes informational overload. Travel planning is a time-consuming process, and you don’t really know if you’re taking full advantage of your vacation time or planning experiences that align with your interests and travel style.

As Cheryl Oddo from Carefree Vacations says,

People want firsthand knowledge and experience, the inside track on getting the most out of their vacation, making it memorable and affordable. They want someone to say ‘that’s a mistake, I recommend this instead,’ and to explain travel insurance, passport requirements, visas, self-drives in foreign countries, customs and cultures, and all of the ‘how-tos.’

I agree with all of them.

Travel agents are for people who don’t want to spend hours researching their trips, are not experienced travelers , or are traveling in such a large group that the economics and logistics of booking it yourself do your head in.

I’m not surprised that travel agents have seen a rise in usage of the last few years, especially among millennials who try to outsource time-intensive activities.

If you’re traveling with a group of 15 people for your grandmother’s birthday on a cruise, a travel agent can definitely get you a better deal than you can yourself. Agents come in handy when buying in bulk because they often have access to deals (this applies to airline tickets too).

Planning a honeymoon or a luxury trip? Complicated round-the-world trip for a family of four? The highly specialized nature of travel agents makes them great for these kinds of trips too.

Take cruises. Travel agents have relationships with cruise lines and access to deals we everyday consumers don’t. Doug Parker from Cruise Radio advises that you start with a travel agent, as they have relationships with the cruise companies and can often get better rates and last-minute deals. Travel agents often can find much lower prices and can also act as a liaison to cruise companies when something goes wrong.

Agents talk to cruise lines all the time so if you want that 15 person trip to go smoothly, an agent would be better.

And that’s another place where travel agents could come in handy: when trouble crops up. Patricia advises, “Travel agents can save you time and money when you are in an emergency. A lot of airlines and hotel chains have preferred numbers for travel agents so they can get in touch quickly with the people who can best resolve your situation. “

Ryan agreed: “A travel agency’s greatest assets are its unique and leveraged relationships, its ability to problem-solve for its clients in real-time, 24/7, and its role as a cat herder for group travel. When you’re in trouble, there is no substitute for a knowledgeable, reliable, and leveraged travel agent.”

So am I suddenly enamored with travel agents? No. I still personally don’t use them. I like booking trips, know where to find deals, and don’t plan family trips for twenty. Give me a flight on points, a hostel, and a bus ticket, and I’m all set.

If you’re planning a trip to Bermuda for you, your spouse, and family, it’s pretty straightforward: go online, find a cheap flight, book a hotel or Airbnb, and off you go.

Backpacking through Europe? A travel agent can’t tell you to go with the flow. They aren’t going to get you deals on hostels, backpacker tours, train tickets, or beat those budget airline carriers.

Every travel agent I spoke to agreed with me on this point. “If you’re staying in budget accommodations and not looking to preplan any activities or transportation, you’re better off booking on your own,” Alicia responded.

But if you are organizing a huge group, need dozens of plane tickets, for which we use a travel agent), a honeymoon, a complex itinerary, or an expensive trip, a travel agent is probably a good idea. They will make life easier, get you bulk discounts, and be there in case anything goes wrong.

If I were planning a trip that fell into one of those categories, I would look into a travel agent , even if it was just to test the waters.

They’ll save you tip and be worth the price you pay for a seamless, stress-free trip.  

Book Your Trip: Logistical Tips and Tricks

Book Your Flight Find a cheap flight by using Skyscanner . It’s my favorite search engine because it searches websites and airlines around the globe so you always know no stone is being left unturned.

Book Your Accommodation You can book your hostel with Hostelworld . If you want to stay somewhere other than a hostel, use Booking.com as it consistently returns the cheapest rates for guesthouses and hotels.

Don’t Forget Travel Insurance Travel insurance will protect you against illness, injury, theft, and cancellations. It’s comprehensive protection in case anything goes wrong. I never go on a trip without it as I’ve had to use it many times in the past. My favorite companies that offer the best service and value are:

• SafetyWing (best for everyone)
• Insure My Trip (for those 70 and over)
• Medjet (for additional evacuation coverage)

Want to Travel for Free? Travel credit cards allow you to earn points that can be redeemed for free flights and accommodation — all without any extra spending. Check out my guide to picking the right card and my current favorites to get started and see the latest best deals.

Need Help Finding Activities for Your Trip? Get Your Guide is a huge online marketplace where you can find cool walking tours, fun excursions, skip-the-line tickets, private guides, and more.

Ready to Book Your Trip? Check out my resource page for the best companies to use when you travel. I list all the ones I use when I travel. They are the best in class and you can’t go wrong using them on your trip.  

Got a comment on this article? Join the conversation on Facebook , Instagram , or Twitter and share your thoughts!

Disclosure: Please note that some of the links above may be affiliate links, and at no additional cost to you, I earn a commission if you make a purchase. I recommend only products and companies I use and the income goes to keeping the site community supported and ad free.

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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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Follow New York Times Travel on Instagram , Twitter and Facebook . And sign up for our weekly Travel Dispatch newsletter to receive expert tips on traveling smarter and inspiration for your next vacation. Dreaming up a future getaway or just armchair traveling? Check out our 52 Places list for 2021 .

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Travel agent is so in-demand these days that she has turned down clients as industry quickly changes post-pandemic

• Travel agent Melissa Miller Lonsk says travel agents have taken on a new role.
• Melissa Miller Lonsk was working in publishing when she decided to quit her job and take a six-month world tour, launching her career.
• She tells everyone to be prepared when they travel, as delays and cancellations can make vacations unpredictable.

Melissa Miller Lonsk doesn't remember everything about the vacations she took as a child, but she can easily recall one specific detail: the name of the travel agency her family used to book their cruises. 

Thanks in part to Sand and Sea Travel, Lonsk caught the travel bug early.

As a college student and then a 20-something working for a book publisher in New York City, she turned her attention to budget-friendly adventure, maximizing her exposure to new places. Lonsk stayed with friends in countries worldwide, fueling her passion for different cultures.

And when Lonsk and her now-husband Seth got engaged in 2014 , she asked what he'd think if she quit her job and they planned a six-month world tour after their wedding. 

"I mean, I was half kidding," Lonsk said. "And he was like, 'Yeah. Let's do it.'" 

The joke not only launched the newlyweds on an adventure — including extended stays in Australia and New Zealand — but it also put Lonsk on a new professional path. Seven years later, she is a full-time travel agent. Her company Vacation Curation operates as part of Tzell Travel Group , where she trained after making the career change.

Contrary to mainstream beliefs, Lonsk insists that the industry is not a dying one.

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"People think it's going away with the Internet, but it's just changing," she said. "You want somebody to help you sort through all of the information. Yes, you can do it yourself, but knowing it's been curated helps you not waste your time."

Agents are also able to leverage existing relationships with hotels, resorts, and destination management companies.

Bigger changes in the travel industry resulting from COVID-19 have, in fact, created new opportunities for agents like Lonsk. In March 2020, she helped several clients get aging parents and other family members out of foreign countries and home to the US.

More than two years into the pandemic, Lonsk's access to a global distribution system that connects directly to many airlines, hotels, and car rental services has proven helpful for those facing an unpredictable, understaffed travel landscape.

"Ideally, now, I can see that your flight's unfortunately been canceled or delayed, and you're going to miss your connection," Lonsk said. "I can rebook in the system while you're in flight. I don't always have to wait on hold because I have a preferred line."

Beyond managing the inconveniences of contemporary air travel, agents are also able to leverage existing relationships with hotels, resorts, and destination management companies. Lonsk's connection with Tzell gives her opportunities to meet with vendors worldwide, then match their offerings to her clients' needs.

One of Lonsk's favorite parts of the job is building relationships with clients, then helping them plan travel at various life stages. 

"For a lot of people, the first time they reach out to a travel agent is when they're going on their honeymoon, because that's going to be a really big spend for them," she said. "Now, all those honeymooners from six years ago are having little kids, and getting out there and traveling. I have some families with older kids. I ask people to send me their vacation pictures so I can see their families grow and change." 

"I just tell everyone that they've got to be prepared."

Due largely to staffing shortages in the post-pandemic world, almost everything — from booking trips to processing paperwork to securing refunds — takes longer. Flight delays and cancellations are more widespread. That can mean frantic travel days, missed excursions, and other pricey snafus, which Lonsk works to remedy in real-time for clients, who pay her a flat fee for services.

"I just tell everyone that they've got to be prepared," she said.

Lonsk recommends springing for refundable rates, but reminds customers to review specific airlines' refund policies prior to booking. Many policies have become stricter. 

But she remains optimistic and is grateful for the chance to nurture travelers. She is so in-demand, that she occasionally must suggest another agent to a prospective client.

"When people come back and they've had a great time, it's a memory," she said. "Vacations are things you're going to remember. As I said, I still remember the travel agent that booked our cruises when I was a kid. [I'm] contributing to that."

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Who Uses a Travel Agent in This Day and Age?

Industry veterans such as Kerl Commock say that some travelers still prefer booking through an agency because it saves them time and makes flight cancellations less stressful.

The travel industry has seen a lot of changes in the last two decades. According to the Bureau of Labor Statistics, the number of full-time travel agents in the U.S. dropped from a high of 124,000 in 2000 to around 74,000 in 2014 . The business model of travel agencies has changed, mostly due to the rise of online booking but also due to the popularity of telecommuting, which has rendered many business trips unnecessary.

More recently, there’s been talk of the travel industry bouncing back as the economy recovers. Based on a survey of 14,000 households, the American Society of Travel Agents reports that it is currently seeing the highest numbers of consumers booking through travel agents in three years. The most common reason provided for doing so? Travelers said it saved them time. Though travel agencies’ business isn’t expected to return to pre-internet levels, online booking has, even as it has flourished, shown travelers the frustrations that can come with booking travel themselves—and that outsourcing the stress of arranging travel can be worthwhile.

Kerl Commock lives in Orlando. She’s been working as a travel agent for over 30 years and currently works at Balboa Travel, a California travel agency that has been in the business for nearly half a century. For The Atlantic’s series of interviews with American workers , I spoke with Commock about the stresses of booking travel, TSA lines, and the rise of online booking. The interview that follows has been lightly edited for length and clarity.

Bourree Lam : How did you start at Balboa and when did you start working as a travel agent?

Kerl Commock : I started with Balboa through a friend. We worked together in Texas, and she was working with Balboa and called to recommend me to work as a travel agent. I've been a travel agent for 32 years. I've done just about everything in the industry. I started off with vacation. I've done military—my husband is in the military so I worked on a military base. I've done student travel; I used to work at a travel agency at American University. And now, I do corporate.

Lam : What does that entail?

Commock : There's two parts. There's leisure, which is your vacation department. With corporate travel, we largely focus on corporations that book travel for their employees for their meetings and business travel. I find out what their travel need is—air, hotel, cars, limos, car service, domestic train and track, Euro rail—and book whatever the clients need.

Lam : Is booking corporate travel harder or easier than vacation or student travel?

Commock : It's easier, and it's different too. They're going to a particular destination, so especially if they're going to a meeting—“I need to be at this place, on these dates, at this time”—it's within certain parameters we follow depending on the account we're working on. Businesses have different travel policies: whether they can fly business class, etc. If they have a particular airline or hotel preference, they'll tell you.

With vacation travel, it's different. You might have a client come in, and they're not sure and they're more flexible. They might want to go on a cruise. They may want to go to the Caribbean. You pretty much have to lead them in a direction. They're relying on you to help them get to where they want to go. It's also their budget. They know how much they want to spend.

Lam: How have you seen things change in the last 30 years?

Commock : Well of course, the internet! [Laughs] At one point, we used to have a local travel agency that people go to, and they sit down and talk. It's open during certain hours. Now, with the internet, everything is available to [the clients] at their fingertips, whether it's 1 a.m. or 6 a.m.—they can go on their computer and research or book anything at anytime. So the internet really has been a big factor in the industry. Balboa is a 24-hour operation: We have our regular business hours, but our after-hours agents are there to assist in case of emergencies. That makes us accessible to both our domestic clients and clients overseas.

Lam : How have you adapted to the rise of online booking?

Commock : The good thing with having a travel agent is our knowledge. Most of us have been in this industry for a very long time, so we know some of the ins and outs of travel. With our reservation system, we can access the lowest fares and we can see all the airlines.

Also, the different types of fares: Sometimes you're looking at the lowest fare, but that might not be the best value. A lot of the airlines are having these instant-purchase, non-refundable, no-changes tickets, and all that. We can advise them that for a little bit more, you can have tickets that you can change for a nominal fee, or provide you with a seat assignment, or change the date of departure. Sometimes, the lowest fee might not be the best value. This is where we need to assist them, in making these decisions. Even with the hotels, we have different programs that we use.

Another thing too—and I've seen this recently, in the last couple of years especially—there's been a lot of weather delays. There's been so many weather delays, and we have our clients calling us … they're standing in line, their flight just got cancelled and we've been able to assist them immediately. For example: “There's another flight in an hour, let me see if I can get you onto that flight. Let me see if I can get you on another airline.” And it gets them out of that line, it gets them out from being on hold with an airline for half an hour and gets them to their destination. This is where our value comes in. Booking online, when there's an issue they have to make a phone call and hold. That's time they're wasting, and we can get them to their destination quickly.

Lam : It seems that using a travel agent, even though there's a cost, can help people feel less frustrated in stressful travel situations. Do you get a lot of clients calling who are stressed and looking to you to solve their problems?

Commock : Yes, we do. With travel, there's so much uncertainty. And we're here to help alleviate that stress. Even the TSA line, it might be longer than anticipated. They might miss a flight because of that. Whatever the reason, they have us and they can call. I have clients calling from the taxi: “I'm going to miss my flight, I don't think I'm going to make it! What can you do?” I can try to get them on another flight in an hour. Service: That's what the travel agency provides that makes us viable today.

Lam : Do you use a travel agent? Or do you use your expertise to book travel for yourself?

Commock : [Laughs] Despite being in the travel industry for so long, I don't use one. I rely on my own expertise and all the other Balboa employees that are here to help me if there's something I need assistance with. We rely on each other. We have so many people here who speak different languages, too. So if we get a call and there's someone who speaks Spanish, or Portuguese, we can get another agent who can assist. I know I have resources here.

Lam : What's the hardest thing about your job?

Commock : My hardest thing is overcoming the perception that clients can book online and not recognizing the value of booking with a travel agency. They have a computer that they can go to at any time, feeling like after they hit purchase that's it. We have that added value that we're going to help them beyond that ticket, if there's an issue or weather delay. You're not just purchasing a ticket—you're purchasing our services.

This interview is a part of a series about the lives and experiences of members of the American workforce , which includes conversations with a hotel manager , a retail salesperson , and a crew chief.

This article is part of our Inside Jobs project, which is supported by a grant from the Rockefeller Foundation.

Is the Travel Agent Obsolete?

By Lauren Vogel

Destination Approaching is your guide to the innovations helping travelers create authentic and memorable experiences. The series celebrates the launch of  Chase Sapphire Reserve . With premium travel benefits designed to keep up with the way you travel, this card is your partner in international adventures.

Travel agent is one of the jobs that is most commonly reported to have been "killed" by the internet. Who needs a travel agent, the thinking goes, when there are dozens of online booking sites allowing travelers to customize their voyages? And who needs a hotel concierge, for that matter, when there are GPS-enabled restaurant-finding apps loaded with user reviews and photos?

But a new generation of travel companies are betting that premium travelers need personalized, local expertise more than ever.

And not without reason: Earlier this year, the American Society of Travel Agents reported that the number of people using travel agents had reached a three-year high. That may be partly thanks to the health of the industry overall. Travel and tourism constituted a growing portion of the world's GDP for six years running, according to the World Travel and Tourism Council, and today accounts for one in 11 jobs worldwide.

In fact, some travel experts believe the success of D.I.Y. travel planning sites serves to underscore the value of old-school travel agencies and concierges,

“Online travel companies have become enormous," says George Morgan-Grenville, the founder of specialty travel planner Red Savannah, “and economies of scale are the enemy of the quality travel planner."

Anyone can find gold sinks and infinity pools, Morgan-Grenville says. Harder to locate are the substantive, in-the-know experiences that define today's luxury travel experience. Think: The Tulum hotel that only has one star because the bungalows are simple but where fish tacos are unparalleled on the Yucatan peninsula.

Travel has come a long way since Thomas Cook, of the U.K.'s Thomas Cook Group travel agency, arranged the first publicly advertised chartered excursion in 1841. (It was all of 11 miles by train.) Our smartphones may have replaced some of the traditional duties of the travel agent, but they are sometimes the very thing we hope to escape when we travel. Thenew class of international travel experts are redefining the role of agents and concierges to meet the needs of today's travelers. That often means using existing technology in unique ways, and creating new, original travel tech that's more human than machine.

Time is precious

Online booking and review sites have made travel planning more accessible, but using them is time-consuming. Busy people may want to outsource decision-making to a trusted, expert individual. Time spent at our destinations is especially priceless. Who wants to search for a nearby restaurant when they could already be seated, taking in their surroundings, and savoring every second of their vacation?

Enter Quintessentially, a global concierge service for the “," as founder Jacob Zucker puts it. Quintessentially's 6,000 local experts around the world work to meet members' individual needs, no matter where they find themselves.

Say Quintessentially notices you're in New York. They will send you a message unprompted, Zucker says.

“'We see you are in Manhattan, and know you love theater: May I book you tickets to this off-Broadway show that is getting rave reviews?'"

Today's concierge can make you aware of the things you didn't even know you should be looking for.

Experience is everything

In addition to saving time, the new travel professionals facilitate authentic and singular experiences. "The growth of the travel industry overall is a sign that people are placing greater importance on experience over things," says Meghan Furse, the founder of trip-planning site Joyage. And it takes individual, local expertise to make sure you're getting the real deal: the artisan handicrafts and the family restaurant that's been owned through multiple generations, not the mass-produced tourist knockoffs.

For some travelers, authentic experience means unprecedented, VIP moments. While planning a musician's trip to St. Petersburg, Anne Scully, the president of Virginia-based McCabe World Travel, was able to secure a session on the famed composer Nikolai Rimsky-Korsakov's piano—even though his apartment is now a museum.

On its blog, Quintessially boasts about the “unusual" member requests it has met: sold-out concert tickets, an action movie-style car chase in Dubai, even an uninhabited island. In many cases, it's the individual travel specialists who are defining the cutting edge of travel.

Shannon McMahon

Chris Schalkx

Mark Ellwood

Alex Erdekian

Best of both worlds

Even the most traditional travel agents agree that technology is essential to keeping up with travel trends and creating smooth experiences. Some agents are partnering with apps that offer itinerary management or bag packing and laundry for their clients.

At the same time, many of the tech companies blamed for the demise of travel agencies are now looking to make their user experience more like calling up a travel agent or concierge. Some are using dating app-style technology to introduce travelers to friends-of-friends or likeminded strangers who can serve as local experts.

Paul English, one of the most well-known developers of travel booking sites, is now working on a new app that will use artificial intelligence-powered text messages to make searching for flights feel more like talking to a real life travel agent. Indeed, the man whose work is sometimes accused of 'killing' the travel agent doesn't need to be convinced of the value of personalized and authentic travel expertise—especially when it comes with a high-tech touch. “The best travel agents are invaluable in crafting the perfect overall trip for you," says English, “particularly if it is to a location you've never been to before, or, if you want to book a business trip quickly.”

Want more Destination Approaching? Read about how to have meaningful volunteer experiences while traveling .

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Travel advisors can assist families with trip planning to ensure that the activities and pacing are conducive to kids.

Do people still use travel agents?

Yes—and now they’re called travel advisors. They could be more helpful than you may think.

If the idea of using a travel agent to plan your next trip sounds like recommending a rotary phone to confirm your flight reservation, think again. Travel agents—often known as travel advisors today—are alive and well in the age of Google flight searches and HotelTonight app bookings, flexing their muscular connections to hotel, tour, and cruise companies to get their clients good deals, convenient itineraries, and tailored experiences. Virtuoso , a network of advisors specializing in luxury travel, increased its membership by 14 percent (to 20,000) in 2018, testifying to the strength of the industry.

When should you use an advisor? For simple getaways, it may be easier and cheaper to go it alone. “If you’re going to Vermont for a fall weeekend, it probably makes no sense to use a travel agent,” says Kevin Brasler, executive editor for the nonprofit watchdog group Consumers’ Checkbook . “Where a travel advisor can add value to the equation is when the itinerary is slightly more complicated or you have children or grandparents along,” says Mollie Fitzgerald, co-owner of Frontiers travel company. Advisors also can help plan trips that align with personal values such as conservation and sustainability.

Advisors not only expedite planning, but they can be your back-up should anything go wrong. When a flight is canceled, a hotel reservation is lost, or a natural disaster strikes, they are there to help. Ultimately, their connections can become your conduit to a smoother and more stimulating trip.

If you decide to use an advisor, here are some tips for how to do it:

Browse advisor databases

Clients often find advisors through word of mouth, but the American Society of Travel Advisors (ASTA) maintains a database that allows travelers to search by destination, type of journey (such as eco-tourism or genealogy), and cohort (such as LGBTQ+ travelers). On Virtuoso’s website, the searchable database includes bios for the advisors and maps showing their recent travels. Many advisors are generalists, but those who specialize in certain regions or kinds of travel often can provide better service, particularly for places where language barriers or safety are concerns.

Zero in on your specific interests

Spend 15 minutes upfront chatting with an advisor by phone about your travel passions. If, for example, you want to ensure that your trip provides some benefit to the local community, an advisor can help guide you. An advisor also may organize extras such as a behind-the-scenes tour of a wildlife sanctuary in Kenya , cooking classes with local ingredients in Vietnam , or participation in an archaeological dig in Greece . “Our advisors arrange things people don’t know they can ask for,” says Misty Ewing Belles, spokesperson for Virtuoso.

Related: the world's best new eco-friendly hotels

Don’t be afraid to talk budget

If you’re not sure how much to spend, an advisor can tell you what to expect of a five-star versus a three-star hotel. Per the ASTA, one in five millennial clients uses an advisor to work out a travel budget. And expect to pay something for travel services. Virtuoso advisors, for example, normally charge between $50 and $300, sometimes more depending on the complexity of the trip. “Leisure is your most valuable nonrenewable asset, and you don’t want to leave it to chance,” says Ewing Belles. “We’re the travel equivalents of financial advisors.”

Take advantage of combined fares

Due to their established contracts, travel advisors often can secure international airfare in conjunction with a hotel, cruise, or tour booking for better-than-published rates. “Sometimes you’ll pay the cheapest fare and get an automatic upgrade to business class,” says Fitzgerald.

Traveling to high elevation? Read these tips on dealing with altitude .

Claim extras when planning a cruise

Cruises are particularly good trips to book through an advisor. Virtuoso regularly gets benefits and amenities valued at $800 to $3,000 per sailing, such as airport transfers, a car and driver in port, or a private lunch in the home of a former ambassador.

Get itineraries tailored to tots

Advisors can plan a trip with pacing that works well for kids. “It’s important not to over-program,” says Fitzgerald. “I think of sightseeing in half-day increments and getting enrichment in early in the day. We really shine in helping people maximize their time on a trip so they’re not spending hours at the concierge desk.”

Receive help when misfortune strikes

Look to travel advisors for guidance planning trips around disease outbreaks or natural disasters. If things go awry while you’re away, you can call on them to get your trip back on track. They will spring into action to provide services such as rebooking a canceled flight or expediting a meeting at a foreign consulate in cases of emergency.

Here’s how the coronavirus is impacting travel .

Consider a subscription service

Frequent travelers may want to join a subscription service, such as Essentialist . For $1,400 a year, Essentialist members get a dedicated travel designer, bespoke itineraries, advice from journalists who are experts in a destination, access to local guides, and convenient communication through a smartphone app.

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Do People Still Use Travel Agents?

National Geographic looks into whether or not people still use travel advisors, and the answer is a resounding yes!

"Do people still use travel agents?"

That's a question we get asked a lot at the American Society of Travel Advisors. Our members—travel advisors themselves—often get asked the same. Of course, the numbers say the answer is yes! Travel advisors are an important piece of the travel ecosystem and our supplier proud partners at cruise lines, tour operators, airlines and hotels all know the value travel advisors have for their business! 

Elaine Glusac decided to ask that same question in her piece for National Geographic. 

Of course, she too found out the answer was a resounding yes!

"Yes—and now they’re called travel advisors," Glusac said. "They could be more helpful than you may think."

"Advisors not only expedite planning, but they can be your back-up should anything go wrong," said Glusac. "When a flight is canceled, a hotel reservation is lost, or a natural disaster strikes, they are there to help. Ultimately, their connections can become your conduit to a smoother and more stimulating trip."

Read more at National Geographic.

Find an ASTA travel advisor for your next trip by  filling out a trip quote request. 

CURRENT PRICES END MAY 12

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Should I Use a Travel Agent? Our Travel Expert Says It Makes All the Difference.

The new age of travel agents know how to find deals, book off-the-beaten path adventures, and get you out of any jam. Especially if you know who to use.

Heading out the door? Read this article on the Outside app available now on iOS devices for members! >","name":"in-content-cta","type":"link"}}'>Download the app .

I’ve always thought that planning my own trips was the most cost-effective way, but I’ve been hearing more about travel agents making a comeback and saving their clients a lot of money. What kinds of outdoor trips should I turn to a travel agent for, and are there any who specialize in working with adventurers like me?

Technically, I’m a professional traveler. As a journalist, it’s my job to research and connect with locals to get beneath the surface of a destination. So I have never really used travel agents. What could they plan better than I could?

A lot, it turns out. Over the years, I’ve gotten to know many travel specialists, and I consider them magicians. My big aha moment happened two winters ago on a trip to Iceland . A massive storm shut down internal flights for a day, causing me to miss my return flight to the U.S. Normally, I would have spent frustrating hours on hold with the airline. But because I’d paid $65 to have Ana Gloria Garcia, an air-support specialist at the travel agency EmbarkBeyond, find and book the most affordable and convenient flight option for me, she handled the rebookings while I soaked in the Blue Lagoon.

During the pandemic, agents became advocates helping travelers get refunds on canceled flights and trips. As travel has come roaring back, an agent’s superpower is now their access to the best hotel rooms, most in-the-know guides, free amenities, and more, says Cory Hagopian, senior vice president of sales and partnerships for Virtuoso , a global network of travel agencies.

And they’re attracting a young clientele. According to a recent industry survey , 38 percent of millennials and Gen Zers are opting to use travel agents as opposed to booking on their own trips. That number is far greater than Gen Xers and baby boomers, of whom only 12 and 2 percent respectively use agents.

What Do I Gain from Using a Travel Agent?

I recently had a friend tell me she spent close to 40 hours researching a family trip online. She probably could have gleaned the same intel from an hourlong conversation with a travel adviser. Knowledge is priceless, and advisers act as your insiders. They know what you don’t and fill in the blanks for things you might not have considered, says Erika Richter, a spokesperson for the American Society of Travel Advisors (ASTA). Their firsthand knowledge, vast network, and on-the-ground connections all combine to provide a unique perspective for crafting the perfect itinerary for you.

Most travel advisers specialize in certain regions and countries and travel to them frequently, so they have up-to-date intel on not only the best safari camps but the perfect tent to book for the most incredible views and the best local restaurants you won’t find on Tripadvisor. They want their client’s trips to go well to keep them coming back, so it’s in their interest to have sussed out hotels and itineraries before they send you out into the world.

Nicole Forster, 29, considers herself a savvy traveler. She’s been to 20-plus countries and enjoys destination research. But when it came to planning her honeymoon in Africa, she felt overwhelmed, so she reached out to Danielle Meyer at Coastline Travel Advisors , which specializes in bespoke itineraries. “Originally, I wanted to go to South Africa, Victoria Falls, and Madagascar,” Forster recalls. “Danielle convinced me that if we wanted to relax, we should stay in South Africa and save the other countries for separate trips.”

Over five phone conversations and multiple emails, they crafted a 15-night itinerary that included Cape Town, the winelands, the Cape Peninsula, and a safari at the Thornybush Game Reserve. Forster established her budget early in the process, and Meyer sent her a variety of lodge options to choose from.

“I initially wanted to start with the safari, but she pointed out that we’d be jet-lagged and would need to wake at sunrise for game drives,” says Forster. “The safari was our highlight, so it was a perfect way to end the trip.”

Not only did Meyer book all of the flights, hotels, and transfers, but she created a detailed, day-by-day trip app for the couple that included useful information like check-in times at hotels and how much to tip guides .

Agents also act as advocates. If something goes wrong during your travels, they’re on call 24/7 to handle it. When Forster left the battery and charger for her camera at a hotel, Meyer arranged for an on-the-ground contact to go to a camera store and buy new ones that would be delivered to her hotel the next day.

The cost for the honeymoon planning: $150 per person. “I wouldn’t use a planner for a trip to Hawaii ,” Forster says, “but if I ever took a big trip like this again, I’d 100 percent work with an expert.”  

When to Consider Using a Travel Agent

For savvy trip planners, the best time to use a travel agent is for complicated international travel. It can save you hours of planning and peace of mind that if anything goes wrong in your chosen far-flung destination, there’s someone a What’sApp message away to handle it.

Domestically, I’d consider using a travel agent when planning a multi-week national park trip or multi-island trip in Hawaii. They will save you time, guarantee you get the best guides, and help you land reservations at always-booked lodges and hotels.

Dream Trips Delivered

Jessica Cook and her husband both work in the travel industry. Decision fatigued, they handed their honeymoon logistics over to the team at Askari Travel , an agency that specializes in South Africa. Their original plan was also an African safari, but just as they were about to put a deposit down, the Omicron variant of the coronavirus made headlines. Worried about getting stuck abroad, they reached out to Askari’s founder, Muriel Truter, who is from Zimbabwe, and upon her advice, changed their focus to South America.

Knowledge is priceless, and advisers act as your insiders. They know what you don’t and fill in the blanks of things you might not even have considered.

Truter suggested they stick to Colombia rather than country-hop. Cook supplied a budget and a wish list: 12 days, no more than three destinations, a barefoot-luxe feel, and adventures like horseback riding and mountain biking. The rest was a surprise that Askari pretty much nailed, with the exception of one hotel.

“Everything felt so authentic, but this one hotel on Barú island felt really fabricated and was full of American tourists,” recalls Cook. She immediately messaged the Askari team, saying, “Hey, this place really isn’t our vibe,” and within an hour they were on a water taxi headed to Blue Apple, a B Corp hotel—and an Outside pick for tropical adventures —on Tierra Bomba island. “It was honestly the best trip we’ve ever taken,” she says.

Are Travel Agents Expensive?

It depends. Cost varies. Some travel agencies won’t charge any fee, as they receive a commission from the bookings, while some high-end agencies will charge pricey annual membership fees for their services. Still others charge nominal “professional” fees starting at $150. Fees often fluctuate based on the length and intricacy of a trip and how far out you do the planning (6 to 12 months is recommended). You may occasionally come across agents who charge a percentage of the total trip price or hourly rates.

Basic travel enquiries are generally free. In 2016, Leah Smith, founder of Tafari Travel , opened an old-school brick-and-mortar location in Denver’s Cherry Creek neighborhood so her services would feel less intimidating to first-time users. “With our retail-office location, we’ve become part of the community, and both clients and non-clients are welcome to pop in and ask whatever questions they may have, no charge,” she says.

Matt Lindsay, founder of the surf-guiding and travel company LuxSurf Travel , builds relationships with resorts and property owners to get discounted rates that he can then pass on to guests.

Dominic Allan, the founder of Real Latin America , specializes in travel to Belize and Nicaragua and caters to independent travelers who are happy to book their own flights and hotels but are seeking his local intel. Allan’s three-tier pricing structure starts at $300 for up to three hours of phone calls, during which he might weigh in on where to eat (or not to), the best room to request in a certain lodge, or whether you really need a guide to hike.

Value Versus Savings

If you’re just looking for deals and steals, you might not be ready to work with a travel adviser, says Richter of the ASTA. “Anything you invest in with a travel adviser comes back to you in the form of amenities, customer service, peace of mind, better access to unique experiences, and handcrafted itineraries,” she says. “You could save money by cutting your own hair, too, but most people go to someone who knows what they’re doing.”

Agents work with preferred partners who can guarantee perks for clients, such as free upgrades, early check-in or late check-out, and resort credits. Those add-ons often translate into savings, says Justin Huxter, cofounder of the UK-based Cartology Travel . “We had a client go to Maui for a week, and because of our partnership with the resort, breakfast was included,” he says. When breakfast costs $120 for two, that’s a savings of $840.”

Some of the Best Travel Agents in the Adventure World

Some of my go-to resources for finding a person to work with include travel expert Wendy Perrin’s annual Wow List of tried and trusted agents, the Adventure Travel Trade Association’s adviser network , and the ASTA’s advisor directory .

In addition to the agents mentioned throughout this story, others I highly recommend for adventurous travelers include:

• Dan Achber of Trufflepig , for Africa and the Middle East
• Miguel Cunant of Sri Lanka in Style
• Javier Echecopar of Journey Costa Rica
• Daniel Fraser of Smiling Albino , for Southeast Asia
• Elizabeth Gordon of Extraordinary Journeys , for Africa
• Kleon Howe of the Art of Travel , for French Polynesia
• Jay Johnson of Coastline Travel , for Hawaii and California
• Antonello Losito of Southern Visions Travel , for Puglia, Italy
• Rabia Malik of Fora Travel , for general worldwide travel
• Robyn Mark of Mayamaya Travel , for Africa, the Alps, Patagonia, and Japan
• Marisol Mosquera of Aracari , for Peru and Bolivia
• Zach Rabinor of Journey Mexico
• Raluca Spiac of Beyond Dracula , for Romania

Travel-advice columnist Jen Murphy is now a believer in using a travel agent. Thanks to their expertise and connections, she’s avoided dozens of trip catastrophes. 

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04 Feb Do travel agents still exist?

Do travel agents still exist the short answer is “yes”.

Sometimes when I tell people I am the director of a travel agent training program, their first question is “Do travel agent’s still exist?” Thankfully, there are fewer and fewer who think the travel consultant job was on its way to extinction, but there are still those who have the mistaken impression that the impersonal online travel websites have replaced travel agents.

For those of us in the travel industry, we know that the travel world offers substantially more opportunities for travel agents than ever before. In fact, the travel agents working with Travel Leaders Group are the foundation for the company’s $20 billion in annual sales, on par with many of the online sites. As an undeniably large group of more than 6,500 travel agencies, our company consists of a team of fantastic leaders, an amazing support staff, and most importantly over 40,000 travel agents offering travelers professional and personal service.

Today’s modern travel agent can be found in a number of ways. Today’s brick and mortar travel agencies, such as the individually owned Travel Leaders franchises are servicing clients from their neighborhood locations and may also have teams of agents selling travel from home. Independent travel agents can work with a brick and mortar travel agency or choose instead to affiliate with a host travel agency, such as Nexion . An independent agent is both an entrepreneur and a travel counselor, responsible for running their business and growing their clientele.

The travel agent has changed not only in how they work, but also in how they market themselves. Brick and mortar and virtual travel agencies alike are reaping the benefits of targeted marketing that includes direct mail, as well as pieces sent directly to the travelers’ computer or smart phone personalized based on their preferences and past history. Even more important is how travel agents are selling their knowledge, using online profiles that highlight their specific expertise while allowing consumers to rate their experience with them. Whether the agency is part of a franchise, a host agency or a marketing consortium such as Travel Leaders Network , today’s travel agent can gain access to stronger supplier relationships and even more tools to better serve the travelers they’ve attracted to their agencies.

One final word about today’s travel agents – they are likely going to charge you a service fee or a professional fee for their services, however, the ultimate value and expertise they provide typically far outweighs any fee. Plus as today’s travelers expect their travel agency to be truly full-service, there are a full range of benefits you can receive by working with an agent, who has your back throughout your travels until you’ve safely returned home. Like most professional services, they are worth every penny.

Yes, Virginia, it sure looks like the travel agent is here to stay.

★★★★★ (86 Reviews at Virtuoso.com)

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Uncategorized » Do travel agents still exist?

Do travel agents still exist?

• November 30, 2018
• Why Use a Travel Advisor

The answer is yes – but really, they never left. In the age of DIY internet bookings, travelers felt empowered to book their own travel – finding the best deals, researching the hottest destinations, and planning those bucket-list trips.

But people have realized that some things are better left to the experts – especially with everyone being so busy and the online options become increasingly more complicated. Basically, travel agents have become ‘cool’ again.

Virtuoso®, the invitation-only travel consortia Aspire Travel Advisors is affiliated with, reported that in the past year, 100 new agencies and seven new countries joined Virtuoso•. This immense network of expertise is just one of the sources of education and information we tap into on behalf of our clients.

So why are travelers moving away from internet bookings, and establishing relationships with travel advisors?

Matthew Upchurch, CEO of Virtuoso®, said it best at this year’s annual Virtuoso Travel Week Industry Conference:

“Advice, access, advocacy, accountability, value and time saving that Upchurch says makes an advisor indispensable. He argues that it’s a combination that is impossible to replicate online. And while an individual may have some knowledge, they don’t have the insider access or support if something goes wrong.”

When comparing DIY internet travel to a highly-skilled travel expert – there really is no comparison.

At Aspire Travel Advisors, we see ourselves as Travel Advisors, as opposed to Travel Agents. Why? We take the time to fully understand your needs, dreams, desires, and advise you on the best locations, properties and experiences that will suit you. Each trip is tailored to each individual client, and we are honored to plan your trips.

Start planning your trip today!

Get in touch by submitting the form below, and Fred will be in touch to set up a consultation call and discuss your trip soon.

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Tourism Remaining relevant to travel agents

Modern Airline Retailing is an active and important initiative for airlines around the world. But though control of the Offer and Order environment is an essential component in a fiercely competitive industry, IATA is aware that not all airlines have the same set of requirements and distribution strategies.

“This is why the Agency Program is still so important,” says Muhammad Albakri, IATA’s SVP for Financial Settlement and Distribution Services. “IATA accredited agents are trusted distribution partners, and our Agency Program allows airlines and agents to come together to solve challenges and ensure this vital channel remains strong.”

Moreover, the Agency Program fits perfectly with the overall objective of giving customers greater choice. The travel agent is still a vital part of the offer to the customer and has become a hub for consolidating the travel experience. Travel agents are also playing an important role in Modern Airline Retailing as IATA continues to see an increase in NDC transactions in the BSP.     “Really, they are travel consultancies now,” says Albakri. “They provide an end-to-end service and are now much more than ticket providers.”

In 2023, the travel and tourism sector contributed 9.1% to global GDP and created 27 million new jobs, according to the World Travel and Tourism Council. Airlines are critical to making that happen. And so are travel agents.

In fact, travel agents are still the industry’s strongest distribution channel. The aim, therefore, is to ensure these agents are robust, reliable partners and the process of engagement—whether it is payment or fulfilling passenger requests—is as seamless and cost-effective as possible.

Keeping the program relevant

The most important step was the development of New Generation IATA Settlement Systems (NewGen ISS) approximately five years ago. This introduced different levels of accreditation:

• Go Global is for large multinational agents and simplifies BSP participation by having a single agreement and a consolidated financial security and Remittance Holding Capacity.
• Go Standard agents are allowed to sell in cash and other forms of payment.
• Go Lite agents benefit from not having to furnish financial securities to participate in BSP and are allowed to sell with IATA EasyPay and Credit Cards.

Airlines in turn gained from enhanced risk management and other tools that made the distribution of tickets through travel agents even safer.

“It is not one-size-fits-all anymore,” says Albakri. “Agents can join at an appropriate level of accreditation for their business but still gain from the trust and reach that being accredited brings.”

Supporting the recovery of the industry

After COVID, IATA focused on revamping the accreditation process and streamlining the requirements. The Go Standard agents do not have to go through a financial assessment for the first two years of operation, for example. All told, the changes have resulted in a 50% reduction in accreditation times and a customer satisfaction of 90%.

“We did all this without compromising the risk management criteria,” says Albakri. “In fact, we have enhanced it by adding different compliance reviews, such as PCI DSS (Payment Card Industry Data Security Standard), as a requirement for agencies selling in credit cards, and more robust real-time monitoring of agency sales. But we can improve further both on continuing to strengthen the risk environment and on improving IATA’s service to travel agents by reducing our processing times.”

The improvements in the accreditation process together with the resilience shown by the Agency Program during the pandemic has led to strong demand and growth in accreditation numbers.

“We have also been more present in events and different meetings where travel agents approached us to know more about the benefits of the program and the requirements to become IATA accredited,” says Albakri. “In addition, IATA has historically entered into promotional agreements with different parties to increase the number of Participants and we are fully committed to continuing with this best practice.”

As a result, the number of travel agent codes in the BSP has increased from 54,341 in 2022 to 58,923 codes in April 2024.

For Albakri, this proves that as long as there continues to be a commercial relationship between airlines and travel agents, the program will continue to be extremely valuable. “Agents will be even more relevant in the future than they were in the past,” he believes. “The Agency program is at the heart of industry resilience because it is a strong, trusted system for distributing and selling tickets and collecting monies. There is also a very low cost of transaction and IATA will continue to improve the service we provide.”

Credit | dragana991_iStock-1207753513  

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