A question was submitted to me via email this past week: It was from Jan H. and was about booking online versus through a travel agency. Specifically she wondered:
A) Could I offer them the same rate?
B) What's the difference?
An excellent question and a very popular one I might add! I love being given the opportunity to answer questions like this so here goes:
When you book online through a travel website, typically you're still dealing with a travel agency however it's an online version rather than a store front office such as mine. The "deals" and options offered by the online agency is identical to what other agencies are able to offer. One thing that you need to understand is that we all have access to the exact same information so whether you choose to sit in front of your computer and wade through the multitude of options on a travel website, go directly to a tour operator site (or call them) or contact a traditional bricks and mortar agency, the pricing is the same when you compare the identical product.
The bigger, and to me, the more important question is the second one! What's the difference between an online travel site or working with a travel agent? My answer to that is an entire world of difference! A website can not begin to get to know your personal preferences - flying preferences, type of accommodation, special interests or activities you like to do. Sure, websites have little boxes you can click here and there to say you like an all inclusive, 4.5 star or would rather depart in the morning but are they really asking the important questions that truly offer insight? Insight such as which destination or resort would be best for your multi-generational family of 12, or which hotel is more likely to be able to cater to specific dietary needs such as gluten free meals. These are just a small sampling of how our experience can help. I believe it's about building relationships, not about finalizing just that one-time sale. If an agent just takes the information on what you've been looking at, essentially they are an order taker and absolutely that can be done on line! Our value is in the questions we ask and our own personal travel experiences. We need to ask questions to qualify your needs and to work on getting to know you, our valued client. These are things that a website, no matter how technologically advanced it is, can not do! Websites are fantastic tools for educating yourself and doing research but it does not replace a great agent who is working for YOU! We work as your value interpreter offering unbiased travel advise that is geared to create the best possible selections for you and those you're travelling with.
Navigating through the countless sites can become overwhelming for sure. At our office we are finding that more and more clients are using the internet and various websites to gain knowledge about things to see and do and then are contacting us to weave all the finishing details together into one seemless package.
I have often said to potential clients that it's really about working with someone who is able to listen and understand your needs. If you feel that a website offers that then by all means, maybe it's the best choice for you but if you want someone to be able to interact with, to call upon when you have questions and who will go above and beyond to make great holiday memories, then my vote will always be to work with a travel professional.
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