Having “travel” related info on the web, is the best thing that has happened for the consumer, as well as, the travel industry !
You ask, “Why ?”
For years, the consumer was basically forced to rely on any needed or “just wanted” travel information, from the travel agent, vacation/destination specialist, cruise specialist, whomever.
You ask, “What’s wrong with that ?”
In my eyes, as an agent, there's plenty of wrong with this. And my questions back to you are …
(1) What if you only wanted to know the info, for the sake of knowing it, without any intension of actually buying it ? Would you actually make that call or just stay in the dark ? Many did choose to call and waste their time, as well as, the agents time. Today, the info is all on the web. You can play, in finding info, all you want ! It’s truly a blessing for all !
(2) Way back, how did it make you feel, being totally in the dark, about a vacation desire, upon your first call to an agent ? Personally, I hate when I have to call anyone, on a subject, and begin my conversation, with knowing absolutely nothing about it, whether it’s vacation, cameras, computers, or whatever ! That’s not a real ego boost !
Today, with the web, one no longer has to feel that they are starting from square one, upon their first call, in reference to travel ! The industry and agents have spent millions of dollars to make such information available for you.
(3) Isn‘t your life truly busy ? Do you have time to go sit in front of an agent for 2 hours, at one given time, to go over questions to get to base one, must less all the questions after you decide on which vacation you want ? The web allows for you to help get yourself to the core, such as getting your questions prepared.
(4) Years past, you had to rely on the agent suggesting the “right product for you”. Ever wonder, in past, if agents choose a product for you, based on the higher commission that landed in their pocket ?
FYI, select agencies will only sell specific products. For example, we will not provide clients the opportunity to buy airfare through us, without first buying a cruise or land package; and, we will not provide land packages that are not all inclusive. So if you’re calling me about airfare or land, see the direct I will be going in ?
Even more importantly, with the web at our finger tips today, no consumer should rely on another human being to, per say, “pick their vacation” for them, not with all the info on the web. Most certainly true, many people go in groups and the group leader decides everything. However, in reality, even follows should take an investment in the vacation they are buying !
(5) Have you ever considered possible, in years back, when pricing was not available on the web, that you were having to entrust agents in giving you the right rate ? Is it possible, agents could have added to the price ? Whether it be intentional or accidental, consumers received wrong pricing from agents all the time. Even today, agents will call to get rates or see rates on their computer that are incorrectly given to you. That’s the value of the web … You see the rates and you call your agent with rate in hand !
Knowing the vacation you want and the price, sadly, and I don’t mean to hurt anyone’s feelings here, does “not a travel agent make” !
If that statement is shocking, this one is even better … If all you’re looking for in an agent is to look up rates and show you a few options, then why not just hire a SECRETARY or an ORDER TAKER !
You ask, “Why would you say that !”
If you have a secretary, could you ask that person to look up on the web, or call the airlines, and give you estimated airfare cost (Notice, I didn't say, "buy" your ticket) ? Of course. Note, in reality, the expertise here does not lie in knowing travel; it lies in knowing how to use the web or the phone !
trav·el a·gen·cy (from Bing, on the web) - A business arranging travel: arranges transportation, accommodations, and tours for travelers.
It specifically says “arranging travel”. Though you may say I’m being technical here, but “arrangements” actually comes AFTER you decide which one you want.
Arranging travel … That’s where the liability comes in ! The agent is liable in not only making correct arrangements, but keeping those arrangements in tact; not allowing the vendor to make changes, unless understandable changes are allowed in the vendors contract.
Today, with the web, you can get all the secretarial stuff out of the way ! Be ready with insight and questions in hand and take advantage of the true essence of an agents value for you. More quickly, you can allow your agent to move forward into making and confirming your vacation arrangements for you !
Then you can move on in life with all that stuff that "only you" can do and that which "you are liable for" ! Leave the vacation worries, where it belongs ... In someone else's hands, that accountable to your vacation !
PS. Cruise Lines, Tour Operators, Agencies, etc, have invest a lot of money for you to be able to view information, 24/7, in leisure ... At home and at work ... Without ever having to leave home. Which is totally our motto !
I totally encourage my clients to view the web. Matter of fact, I now give 250 points in my Loyalty & Referral program if you know which vacation you want at time of 1st call; and another 250 points if you also have credit card in hand !
It doesn't matter if you SEE the vacation you want on someone else's website; every agent can basically buy whatever you see out there !! So what matters for you is ... WHOM you let do the arranging for you !
PSS. Who do you entrust with making your vacation arrangements ? An expert in making arrangements; first hand experience in dealing with vendors; one who has been around for years. But that's a story for a different day !
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