Angie's List | When to use a travel agent

When it comes to travel, more consumers are doing it themselves. But if your trip is complicated and it's expensive, traveling internationally or having multiple cities during your destination, a travel agent may be able to make the process a lot easier.

Travel agents are experts when it comes to providing tourism related services to the public, but how do they compare to a website?

"It might be surprising to consumers, but a lot of times there may not be a fee for you to use a travel agent. A travel agent oftentimes gets paid by the hotel chains or other vendors," offers Angie Hicks.

Angie's List spoke to several experienced travel agents across the country to find out how consulting with a travel agency can help you save money on your next vacation.

·      Expertise: Travel agents know the ins and outs of different destinations. They have a wealth of money-saving tips and tricks that you simply won't learn online. When you have a specific budget to work with, an agent can help you design a vacation within those parameters.

·      Not all agents charge fees: Using a travel agent usually costs the same or slightly more than booking a trip on your own. Travel agents are typically paid on commission by hotel groups, tour operators, cruise lines and other travel suppliers for selling their products, which means there's often little added cost for the consumer to book a trip.

·      Been there, done that: Most travel agents are experienced travelers themselves, and often times travel to the same destinations their clients will visit. They been to places and can provide you the ins and outs of their experience.

·      More connections: Because they spend their time booking vacations and working with different resorts, travel agents have the resources to find the best bargains. They provide one-stop access for travel, accommodations and activities.

·      Offer flexibility: If you book online and there's a problem, it can be very difficult to get someone on the phone. Canceling a transaction or altering your travel itinerary may also be expensive if you booked a trip on your own, but an agent may be able to exercise their established relationship with contacts to adjust your bookings at a reduced fee or at no cost.

·      Knowledge is power: A good travel agent knows when the best times to travel are. Getting a good deal is great, but you don't want to be stuck in a hotel room the entire time because you booked during the rainy season. Agents keep up with what is going on around the world and can help you avoid areas or times that would prove to be less than desirable.

Travel agencies made Angie's Lists' "Most Complained about Categories" list for 2011. Grades on Angie's List are based on overall experience, price, quality, responsiveness, punctuality and professionalism. So, it's important to do your research to get a good one.

Common complaints with travel agents include:

  • Travel agents who were unresponsive to calls/emails and/or difficult to reach.
  • Travel agents who didn't honor contracts.

Sherry Frey, an experienced traveler, booked a trip in May 2011 for her and her husband, Charlie, to go to Alaska in August 2011. She saw an ad in the paper for the Alaska trip and booked the trip with a tour company, but the trip never happened because the tour company went bankrupt two months prior to their trip.

"The trip to Alaska has always been on our bucket list and we've traveled for over thirty years throughout the world and we've booked through travel agents and we've booked through online, we've booked by telephone and always our trips have exceeded our expectations and we always felt that we got a really good value for the money we spent,"  Sherry said.

Sherry continued by saying, "In the future for my travel I will be using a company that I have either traveled with before or I have friends that will vouch for the integrity of the travel company. If a deal looks too good to be true then I think maybe it probably is."

 "The other thing that I think is a red flag is the fact that she did not deal with a credit card. So you have no recourse. If we have used a credit card I think we would have had some recourse," Sherry also pointed out.

Sherry tells us, "We still haven't been to Alaska, but we did take an impromptu trip around the great lakes and had an absolutely fabulous time maybe even a better time than we would have had in Alaska so sometimes things work out for the best, but hopefully one of these days Alaska will be realized."

Angie's List Tips: Hiring a travel agent avoiding scams

  • Seek out a specialist: If there is a specific region, country or cruise you want to visit, talk to an agent who has experience in those areas. Ask about their length of time as an agent and how often they travel to those areas. Do they plan all aspects of the trip?
  • Check credentials: An agent who has CTA (Certified Travel Associate) or CTC (Certified Travel Counselor) letters after his/her name has
    • received professional training and been tested to achieve that level. An agent who has ACC (Accredited Cruise Counselor) or MCC (Master Cruise Counselor) letters indicates a tested level of expertise in cruise travel. Membership in the American Society of Travel Agents is also good as members must adhere to a strict code of ethics and are required to respond to consumer complaints or risk expulsion from the society.
    • What do you want? Discuss with the agent what you want out of your vacation, whether it's activities for the whole family or experiencing the nightlife. The agent will provide suggestions for you regarding where you should visit, where you should stay and activities you might enjoy based on your personal needs. Also include how much money you want to spend on the trip and your length of stay.
    • How do you charge? While there are travel agents that work off commission paid by travel vendors, there are others who still charge service fees. Understand how the cost to use the agent works before you agree to work with one. And pay for your services with a credit card so you have some recourse in case there is a problem. Get confirmation numbers and documentation for all flights, hotels, transfers and tours.
    • Plan B: Ask for a backup plan if something on your itinerary falls through. How will your agent rectify the problem while you're away?
    • Do a little research: Even folks using a travel agent should perform some preliminary research (the Internet). Don't walk into a travel agency without knowing anything.
    • Be realistic: Be wary of unsolicited mailings, phone calls or emails. If a deal seems too good to be true, it probably is.

    "Nobody wants to get on to a cruise line and find out that they are all full of senior citizens and their children are all disappointed because they expect to have fun and have somewhat of a night life only to find out that no one is having any nightlife at all. The itinerary is very important as well as obviously the cost and the travel agent is capable is most appropriate, which one travels to the itinerary that you want and we can find the lowest fare for you," Certified Travel Agent Mark Moorhead emphasizes.

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