Travel Agents: A Good Way To Book Your Vacation

Remember when you were a kid and you came upon that big, gray hornet’s nest? Ever poke it? Well, a recent Tripso column elicited a similar response. It was called “How not to book your vacation,” and it infuriated travel professionals from all over the country, who resented Joel Widzer’s implication that booking travel with a travel agent is a mistake. We invited the agency community to respond, and they did. This week’s column was penned by a 15-year veteran of the industry, John Felker, of Baton Rouge, La., who operates Go Away Travel/Travel Planners International. I am pleased to let John step in and offer a counterpoint.

-- John W. Frenaye, Jr.

They say that without an agent, you are on your own.

But after reading Joel Widzer's recent column, you might be forgiven for thinking otherwise. Widzer told a story about his friend Maryam, who booked a vacation through a travel agent that seemed to serve the agent's interest more than hers. I believe the story presented only one side of Maryam’s tale of woe. We will never know the other side, but the insinuation that the travel agent ruined someone’s holiday vacation is surely off the mark. I am a travel agent. Perhaps I can offer some insight into the other side of the tale by sharing one or two of my own.

A frequent-flier upgrade

The first is the story of a very good client, who came in to see me after having trouble making reservations for a 20th-anniversary trip for him and his wife. He wanted first class air, a top-notch hotel, show tickets -- the whole shebang. When he contacted the airline to use his frequent-flier points for air tickets, he found there were no seats available on the chosen dates. He asked if I could get the airline to release some seats for him. I let him know that frequent-flier seats are strictly capacity-controlled and that the airlines generally allow only one or two per flight. I offered to search for upgradeable fares instead, and he agreed.

I turned to my CRS (Computer Reservation System, a system that offers far more information than is available on the Internet and which is directly linked to the airlines’ systems) and began the search. Bingo. Although the flight times weren’t exactly what my client wanted, I did find flights with fares that allowed him to use some of his frequent-flier points to upgrade to first class.

While I was checking for airfares, I checked out the various hotel loyalty programs in which the client participated and realized that he had enough points with one hotel group to qualify for a better room category. So after finalizing the flights, I got on the phone with my hotel sales rep and secured my client a suite instead of a standard king-bedded room. My client thought I was a miracle worker, and to this day remains one of my most loyal clients.

An emergency trip to London

Another time, a woman called my agency out of the blue, having found our phone number in the Yellow Pages. It seems that her husband was on a business trip in London, where he had suffered a heart attack, and she needed to get to his bedside as soon as possible. She looked for a flight on the Internet and, finding fares that were several thousand dollars, called the airlines directly, but with no better luck.

As a last-ditch effort, she contacted us to see if there was anything we could do to help her get to London. We put all hands on deck, and soon every agent in our office was doing a computer search for fares and making calls to various consolidators with whom we had relationships. (Consolidators are companies that do not sell to the public and can offer steeply discounted fares). We had worked on this for about 20 minutes when Kevin, one of my co-workers, stood up and said, “I got it!” He had found a fare with a consolidator that would allow the woman to leave the next day, without a stipulated return date, and save her almost $600 over the published fares. The trip was successful, the husband recovered and this couple became loyal clients.

Lessons learned

The point of the first story is that if you tell us exactly what you want, we will do everything in our power to get it for you. We'll never know if Maryam mentioned that she wanted to upgrade, but I can tell you that I would have done everything I could to make sure she got a suite and a first-class seat -- if she'd asked for it. However, based on what Widzer has said, I doubt that an upgrade in air or hotel would have been available during the holiday season in Hawaii -- there are far too many people who are willing to pay for upgrades at that time of year. But I would have given it a try -- again, only if Maryam had told me!

The point of the second story is that while consolidator fares are not for everyone, they can save you hundreds of dollars. Yes, they might be more restrictive than other fares, but we can usually work around those restrictions. If the goal is to save money -- and who doesn’t want to save some money? -- a consolidator fare can be just the ticket.

A real travel agent is your advocate. When you come to us to plan your vacation or business trip, we will take the time to ask you many questions. We want to know your needs, wants, expectations and budget. We will make every effort to make your trip as hassle-free as possible. We are looking out for what is best for you, not us. Remember, we want you as a repeat customer -- that’s how we make money, not by scamming a client -- and if we were only out for our own interest, it is doubtful that you would come to us again.

The relationship between travel agent and traveler can be a close one, and it is a two-way street. We need and want to learn your likes and dislikes. With that information, we can give you a memorable experience. Once a relationship is established, we will become one of your most trusted advisors, along with your CPA, attorney and doctor.

Choose your agent wisely

But remember: Not all travel agents will fit the bill for you. We are as individual as you are, and you should shop around. Interview candidates. Ask about their professional and personal travel experiences. Ask about their travel education and their professional memberships (ASTA? CLIA? ARTA?). Ask about their specialties and their co-workers’ specialties. Finding the right travel agent for you requires a little work, but the end result will be a winner.

I think if Maryam had followed the above advice, her trip to Hawaii might have been more enjoyable. I am pretty confident that the upgrades would not have happened -- unless her full name was Maryam United-Hilton. I hope that she has taken this experience as a learning opportunity and will, in the future, give the agent community another chance.

As for some of Widzer’s other tips, I contend that it is the rare traveler that can get through to the general manager of a hotel--especially a casual traveler. It is rarer still to have that phone call result in the hotel kowtowing to a guest’s every whim. Besides, who is the hotel or airline more interested in pleasing? Joel Widzer with his million miles and 365 nights a year? Or John Felker, whose clients put in 10 million miles and 365,000 nights a year?

Give it some thought.

Don't Let Your Guard Down

Several months ago, I was in a casino in a city with which I am very familiar. I was so comfortable, I almost felt like I owned the place. Yes, my guard was down, and if it weren’t for the hangover I was nursing, I would have been out $500.

I decided to play a little blackjack and went to the bank ATM to withdraw some money. After keying in my PIN number and the amount of my withdrawal, a little old lady (everyone’s grandmother) asked me to read a number on a receipt that the casino’s Frequent Gambler Club ATM had spit out. As I looked over to help her, I saw an hand reach for my cash. I grabbed the wrist, but the young man wrestled away and disappeared in the crowd. Me — the frequent flier, the world traveler, the über-paranoid — I’d been conned. I looked back at the little old lady, and she, too, was gone — no doubt to join her partner in crime.

The story has a happy ending. When I looked back at the ATM, there was a message on the screen indicating that I had keyed in the wrong PIN number. Hmmmmm. I tried again, and got the same message. So I began to think that maybe scammers didn’t get the cash, after all. I tried it one more time, and the machine ate my card. I called the bank and we determined that indeed my money was safe — thanks to one-too-many Tanqueray-and-tonics.

The lesson: You are never as safe as you think you are. There are thousands of ways that travelers get ripped off every year. Prevention is mostly common sense, so heed these 7 tips and hedge your own bets.

Yourself. Make sure your purse or wallet is secure in your front pocket or around your shoulder. Go heavy on credit cards and light on cash. Use the ATM to replenish your cash on a daily basis; your safety is worth more than the ATM charge. Keep your original ID in the hotel safe; bring copies with you when you are out and about. Think about what jewelry and other valuables you really need on this trip. When walking, keep to the curb, stay in well-lit areas, and never be afraid to run to a police station or into an open store if you feel threatened. Finally, mind your look. If you are going to a football game in the United Kingdom, dress the part — heels and furs are not appropriate. Right now, the U.S. image is not as popular in the world as it once was, so dress to blend in. Dressing like an ad for Old Navy might just spell trouble.

Hotels. Safety starts when you book your room. Check out the neighborhood and request an upper-floor room in the middle of the hallway. Lower floors make for an easy escape for a criminal, and stairwells make fantastic hiding places. The front desk clerk should never broadcast your room number; if he does, request another room. If the hotel has a bellman, allow him to enter your room first and turn on all the lights while you check out the room. If there is no bellman to accompany you, prop your door open while you check the room out. And to prevent identity theft, ask the front desk not to slide your bill (with all that personal information about you) under your door on the last morning — pick it up on your way out. Finally, stash your passports and valuables in the hotel safe. (Room safes? Everyone has the code.)

Planes. OK, the million-milers will hate this advice, but always stow your carry-on in front of you where you can keep an eye on it, especially on long-haul flights. It is really easy to pilfer stuff from a bag if the owner cannot see it. Also, pack your valuable stuff on the bottom of the bag — it makes it more difficult for a crook to get to it. If you feel the need to lock your checked baggage (I don’t), invest in some TSA approved locks. Before you zip up, put a paper with your home address, dates, destination address and cell phone number on top. That way if your bag is “misdirected” (airline-speak for lost) and your tags have gone AWOL, too, the airline will know where to send your bag. Finally, trust your gut. If you feel uncomfortable about a passenger, don’t feel bad about reporting your concern to the nearest flight attendant. If you still feel uncomfortable, get off the plane and take the next flight.

Public transportation. Public transportation can be an inexpensive way to see a new city, but it is also a haven for crooks. A simple bump can cost you your wallet or purse, so be very vigilant. (When I travel, my kids say I look like I have a nervous twitch because I am always grabbing myself checking on my wallet!) Whenever possible, I take a seat near the driver, and if I feel uneasy, I just get off.

Limos and rental cars. Limos are nice. No argument there. But any fancy vehicle or hired car can draw unwanted attention to you. Unless you are prepared to consider and implement other security measures, I suggest that when you hire a car, you ask for something plain: a sedan or SUV will do fine, and you can put the money you save toward a good dinner. Also be sure to check out every car you rent. Go for the newer model, and look for damage, warning lights or other indications that the car is unfit to be driven. Rental cars are a huge target for thieves, so if your assigned car is plastered in Billy Bob’s Car Rental stickers, ask for a different one. No need to advertise that it is not yours. Also, make the car look like it belongs to a regular Joe — a crumpled McDonald’s bag in the front seat goes a long way.

Taxis. On most trips, a taxi will be part of the equation. The first rule is to make sure the taxi and its driver are licensed. If possible, hail a cab from a taxi stand, or have the hotel bellman get you a cab. Never be taken in by someone who approaches you in an airport offering a cheaper ride; it is rarely cheaper and is sometimes dangerous. Finally, make use of online mapping programs and become acquainted with your approximate route. Back in the ’70s and ’80s, New York City cabs were notorious for taking fares from JFK to midtown by way of Montana. If you are familiar with the city, feel free to give the driver the exact route you want — that way you’ll have the upper hand.

Insurance. Make sure you are covered, not only for the cost of your trip, but also for unexpected circumstances. Like if you need to be medically evacuated after being mugged in a dark alley. Or if you have an allergic reaction to that dish you just ate. Or your tooth develops an abscess. Or a loved one dies or becomes ill at home. The list goes on and on. There are a million things that can go wrong when you travel, and a good insurance policy will go a long way to mitigating those countless “what ifs.” Your travel planner can help you identify necessary coverage for your circumstances.

See, it is not all that difficult. Most of these cautions are common sense, but as I learned at the casino, common sense can fly out the window when you are away from home and you let your guard down. It boils down to the simple fact that Dr. Terry Riley (a friend and colleague of mine) keeps preaching: You are responsible for your own safety. If you are interested in some more detailed safety tips, I recommend that you grab a copy of Terry’s book, Travel Can Be Murder.