Are You The Client From Hell?

Has your travel agent seemed a little on edge with you lately? Have you noticed a change in tone when he talks to you? Are you becoming more and more intimate with his voicemail? Quite possibly you could be turning into the client from hell.

Relax. There is still time to reclaim your status as a nice person. Read on.

Be conscientious of my time. I am a professional and my time is every bit as important as your time. Please be aware of this when you call to ask for help. While I will go out of my way to help you, you must also remember that I have other clients as well-some of whom may have (sorry to say) a greater priority. I need to prioritize my work so I can deliver the knockout service to each client of mine. We are no different than any other professional-you would not do that to your doctor, would you?

Be honest with me. If you have already booked that vacation or trip and are just trying to keep your agent (or your own surfing skills) honest, please let me know. I am not saying that I won’t help you, but I would rather know up front that I don’t have a chance at the sale-but given my knowledge, I might have a shot at the next one. And, when I do help you, please remember my first point.

Refresh those kindergarten math skills. Apples belong with apples and oranges belong with oranges. There is nothing more frustrating that being asked to investigate one option only to be told that you found it cheaper elsewhere only to find out that it is not comparable. When you say you want to leave from Baltimore to Ft. Lauderdale, I will research Baltimore, Washington and Dulles Airports for you as well as Palm Beach and Miami. Boston is not an option in my book, nor is Tampa. Yes, you may find the fare to be less expensive for the Boston to Tampa route, but that is not what you asked. So, please be sure that you clearly define yourself.

Have an idea about what you want. It is very difficult to help someone when they cannot even decide what they want. Please do not be the ice cream-lover who must sample all 31 flavors. If you come to me looking for pricing on a family vacation to Alaska, the Caribbean, Europe, or the Pocono Mountains, chances are that I am not going to take your request too seriously. Now, if you are trying to decide between Alaska and the Caribbean in the summer, we can talk.

Be realistic. Inevitably, the question is going to come up, “What is your budget?” Believe it or not, I am not looking to empty your wallet. This is a critical question that needs an honest answer to design your trip. I need to set some expectations for you and you need to have an idea as to what to expect for your hard earned dollars. I am not able to find a week in Disneyworld for a family of four in the Grand Floridian (concierge level) including air, character breakfasts, park hopper passes, and a personal meeting with Walt himself for $1,999. But, I might be able to get you into an off-resort property-but still no Walt. I am not being nosey, and you always have the final say.

Do you see yourself? Be honest…most travel agents are genuinely nice people, who have specialized in this ever changing complex field. Your travel agent will work with you to the Nth degree but if you wind up morphing in to the client from hell, be prepared. You just might be the one getting a pink slip.

Don't Leave Home Without One!

In previous columns, I’ve told you when you don’t need a travel agent. I’ve also told you when you can’t trust a travel agent. But when do you absolutely have to call a professional?

Well, here are two scenarios when you must - repeat, must - call an agent.

1. The honeymoon. You bought the ring, mustered up the nerve to actually ask someone and now you might be shelling out upwards of $30,000 for the whole shebang. Please remember that somewhere in the ceremony the words “till death do you part” will probably be uttered. Please remember that if you screw this up, death will come sooner than expected.

If there ever was a vacation that must go off without a hitch, this is it. This is the Big Kahuna.

A trusted travel agent will know what needs to be done to make this go off without a hitch. If you are happy now, you are going to come back again and again - that anniversary trip, the family vacation to Disney, the renewal of vows cruise, and that retirement trip.

Good agents build relationships, and a honeymoon is a great start. Your agency should match the destination to your interests. But it should also have personal contacts with the resorts and destinations.

A good agent will be sure that everywhere you go you are treated like a VIP - with upgrades, gifts, and special amenities. For this vacation, you are the king and queen of the world and should be treated as such. And remember, the resorts want your agent to send more people so they have a vested interest as well.

Don’t leave this one to chance. A couple I know booked their honeymoon online with a one hour connection in Chicago for their December destination wedding in St. Lucia. The bride and groom were late to the wedding and the bridal gown spent the honeymoon in St.Thomas.

2. The business trip. Any medium or large corporation that spends a great deal of money on travel needs an agent. Travel and entertainment - T&E in business-travel speak - is the second largest and most manageable budget item for most corporations. While small companies can probably manage their own travel, it makes sense to centralize your purchasing and utilize an agency if you are a medium to large company with multiple travelers.

A good corporate agency can identify trends in your travel in order to save you money. It can negotiate hotel, car, and airline contracts for you. It’s there to plead your case for the elusive waiver and favor. Many good agents can also negotiate to have your frequent flier status upgraded.

You may pay your agent a management fee, or a transaction fee but this is money well spent. Your agent knows the ins and outs of corporate travel - for example, to never issue a ticket until the last minute. Your agent will have access to the same Web fares that you can find - just remember you must compare apples to apples. Your agent will have a 24 hour service to handle your trip when your plans change. And most importantly, your agent will have the knowledge, intuition, and experience that most consumers and all Web sites lack.

A self-booked client made his connection in Paris with two hours between flights. We received a call because he couldn’t find his gate. (Hint: there are two airports in Paris). And to quote those wonderful MasterCard commercials - cab fare to the right airport: 60 euros…unexpected hotel stay in an airport hotel: 210 Euros…airline change fee: $100…your missed business meeting: priceless.

By the way, these aren’t the only two reasons to use a travel professional. I’ll have more in a future column.