Best ways to book: Travel agent or online?

Zoomer | September 3rd, 2006

It all depends, experts say. Your own experience and level of expertise, the time and effort you can put into planning and the type of travel you want to undertake are all factors to consider.

Why book online?

According to the Travel Industry Association, more than two thirds of travellers who had access to the internet used it to research or book their trips in 2004 — a number which continues to climb. In fact, there are many advantages to booking online:

– You’re in control of the comparison shopping: There’s a lot of information available about dates, features and costs. Travel websites are getting wise to the fact that consumers like to shop around, and many help facilitate this process by offering comparison services. (Check out our recommendations for Savvy travel sites to get started).

– It’s a quick and convenient way to book a train, flight or accommodations when you’re already familiar with the route or your destination. If you’re a frequent traveller, you may only need access to a booking ngine.

– Sometimes the best offers are only found online like airlines reserving some of their best fares for their own websites. Internet users can tap into the same travel-planning databases that were once accessible only to travel agents, and do it at the same speed.

– The Internet is also a great source for last-minute specials such as weekend deals or internet-only fares, offered by airlines to fill empty seats. Most of these are announced mid-week and must be purchased online. They are only valid for travel that particular weekend, but some can be booked weeks or months in advance. (A hint: Experts say that occasionally you may get a better last-minute price by calling the airline directly, so it’s best to call the airline to see if you can do better before booking online).

– Company websites and newsletters can keep you in the know about deals, coupons and promotions. (Check out How to get a deal on a train ticket and First class seats for less for tips on getting the deals).

In addition, many third-party services such as Travelocity and Expedia have customer service guarantees if you encounter any issues.

Why use an agent?

However, online booking isn’t always the best option. The general rule is that complicated and expensive itineraries are often better handled by an agent. Seasoned travel agents can give personalized advice, coordinate complex air or land connections, and make special requests like connecting rooms, a wheel chair, a crib or other specific needs.

While online sites are a convenient way to find deals on buying simple trips, travel agents can find better deals on more complicated vacations such as multi-stop overseas air trips. A savvy travel agent, for instance, knows cost-cutting booking tricks such as pricing part of your ticket in a foreign currency or finding fares that allow no-cost stop-overs. Similarly, an agent may well be able to save on your hotel bill by finding a complimentary half-day sightseeing trip or booking the trip as a tour package.

“The more components you add to your trip – hotel, plane tickets, etc. – the more you should consider a travel agent,” Chris Elliot, National Geographic Traveler magazine ombudsman and syndicated travel columnist told Gannet News Service. “The other thing, a human agent has the experience of visiting a hotel or a ship or a part of town. There’s nothing like walking into an agency and talking to someone who has been there.”

Why else should you consider calling in help?

– Fear of the unknown: Although most online booking sites offer tips and hard data to help travellers find a good bargain, by definition you can’t know exactly what you’re getting until you get there. Experienced travel agents, by contrast, often have direct personal experience with a hotel, a cruise ship or a neighbourhood, and can give a more accurate picture of a destination than a website.

While some travellers don’t mind assuming a certain degree of risk – particularly after researching various websites – others like to speak with a real person to know exactly what they’re getting.

– Booking complicated trips can take lots of time: Comparison shopping, particularly for complicated trips, can be time consuming. Time pressed travellers may be better off paying the agent’s fee in order to find the best option for a given trip.

– Getting upgrades: Travel agents are better able to score upgrades, even if tickets are bought cheaply. A good cruise agent, for example, can sometimes arrange a one- or two-level cabin upgrade. Similarly, when you select the bottom-end hotel on a tour package, a good agent can often get you upgraded to a better property. In the past, a good agent could also wangle an air upgrade, but the airlines have done away with most of those perks.

– Finding help when things go wrong. When something misfires on your trip, there’s no substitute for having your travel agent working on a solution while fellow travellers are waiting in line for an airline or hotel to find a remedy. When faced with serious difficulties — like severe weather or an airline going out of business — an agent can be your best ally. (See Flying the unfriendly skies for more information and tips).

In case of a family emergency, an agent can sort out the travel arrangements while you can focus on other things. He or she can help you find the quickest route to your destination, and help out if your plans change. (See Emergency travel checklist for other tips).

A good agent can also:
• Double check dates to make sure everything matches up.
• Void bookings, which is almost impossible online
• Make sure all travel documents are in order, and keep you apprised of any safety or health concerns.
• Prevent errors like entering the wrong airport or country code, or booking connecting flights without leaving enough time to catch connections.

In some provinces and countries, booking through a tour operator or travel agency offers more consumer protection than booking online.

Finding a good agent

It may take a little searching to find the right agent, but it’s worth the effort before you invest thousands of dollars in a trip. What can you do?

– Ask for a recommendation from your friends or colleagues. Word-of-mouth is still alive and well.

– Ask about your agent’s credentials and expertise. Sometimes a particular agent or agency may be focused one type of travel (such as adventure travel) or specialize in one area of the world (like Europe). Agencies are becoming more specialized, so look for one that suits your needs.

– See if the agent asks you questions. Getting to know your customer makes good business sense, and an agent should find out your preferences and interests in order to tailor a trip to your needs. If he or she leaves you thinking “I could have done that myself”, then find someone who is willing to put in a little more effort.

A final word of advice: Regardless of which method you choose — going through an agent or booking online — stick with companies that you’re familiar with and call the airline/hotel/tour company to confirm your reservation.

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