Travel Agent Experiences

[Eagle87]

An important point worth mentioning in this thread is that many budget airlines (Air Asia for example) won't sell tickets through agents - or at least not at the same price - you only get super cheap deals by booking yourself with the airline direct.

And as far as budget airlines go they are actaully pretty good. I just booked tickets Jakarta - Bangkok // Phuket - Jakarta with them for the equivalent of about A$100 return each (incl taxes) - not bad for a 3.5 hour flight. And as an added bonus we get to be in Thailand.

I doubt you'd get that deal through an agent - airlines selling tickets at these prices won't have fat in there for a commission - but I'm happy to stand corrected.

We have a corporate travel agent (who I rarely use, because its more hindrance than help) and she has been advised to look for cheap fares on certain routes. She does have access to Air Asia etc but NEVER uses them unless pushed. You will find out you're on a Jakarta - KL flight on MAS for 5 times the price because "I thought you'd prefer it" - they dont make anything out of Air Asia, so they dont really look there ....

Another note on hotels, I often stay at hotels and have to extend. Having booked online, I try and extend via the front desk and they will often say they cant match the rate I got and encourage me to book via the net. So I sit in my room on the laptop and extend 2 days via expedia and then email the voucher to the front desk who then extend me .... this is at hotels like Le Meridien (KL), Grand Millenium (BKK) and Grand Hyatt (Singapore).... its nuts .... the agents cost more than the web...

Enjoy BKK Leper, some decent food and, well, its not in Indonesia!

 

[Altum Volantes]

I doubt you'd get that deal through an agent - airlines selling tickets at these prices won't have fat in there for a commission - but I'm happy to stand corrected.

No commission atm but they rely heavily on travel agents for bookings, and are establishing an interline agreement with Jetstar (Qantas). So that will come in time.

 

[Ed_Gein]

Read this.

Interesting none-the-less.

 

[Altum Volantes]

You do realise Expedia works like an agency with commission built into their prices yeah? How else would they make money?

The airfares they have are global fares (built in commission if you like), so that's nothing different than everyone else. Smaller agencies sell at the global rate, your big shopping centre ones will charge more.

Accommodation rates vary massively from place to place though admittedly - not exclusively cheaper online, comes down to arrangements with individual properties (hence your experiences with the front desk not matching the rate you've seen online).

 

[Altum Volantes]

Read this.

Interesting none-the-less.

Thought that might come up.

Some BS in that lot (especially about nil refund fares!), put out there by a couple of guys who got the arse for fraud (clearly not the most morally upstanding types!).

Like any industry, there is good and bad people operating within it.

 

[Ed_Gein]

Thought that might come up.

Some BS in that lot (especially about nil refund fares!), put out there by a couple of guys who got the arse for fraud (clearly not the most morally upstanding types!).

Like any industry, there is good and bad people operating within it.

Agree with your last line for sure.

But how much of that article really is BS? Take all of it with a pinch of salt? Or in general, the areas they outlined travel agents do try to milk a little? (But not to the extent they are talking about)

 

[Altum Volantes]

It is a sales job remember, with targets and such - but so are most jobs you encounter in the retail world. So like the guy you are buying your car from, or your tv from, the agent will attempt to do their job as best they can. If you know you're own mind and assess what is on offer you aren't being 'ripped off'.

Some of the methods they've listed there are not common practise. Some of it is obviously more moral decisions (taking advantage of grieving people for example).

I'll break it down if you like:

Charging you extra is a game for us
Getting the sale is the 'game'. The example used is BS, there are no mark ups on domestic flights at the major agencies, these are sold at the same rate as the airline websites.

You have a death in the family, we party
As I said, it takes all sorts but it's certainly not the done thing. Very much looked down on.

Your ticket is NOT non-refundable
That's just not true, load of BS.

Appearances definitely count
It's a sales job, judging your customer is just a skill.

The internet is our enemy
Yes and no. Often works to the agents advantage as the major agencies have access to fares that independent websites don't.

We’ll rip you off with travel insurance
High commission rates on some policies (certainly not all). But the major agencies all price beat on insurance too, so shop around (which you should be doing anyway!)

We use cheap holidays as bait
Well that's just marketing and advertising. It's not 'bait' advertising (which is illegal) as the advertised holiday will always be available at some point. It however is unlikely to be for the Easter Holidays. This stuff is reasonably obvious to MOST people.

Don’t be too loyal or we’ll take advantage
Again, moral judgement here. Repeat business is the bread and butter for travel agencies. Some large ones don't even take new clients! It's more likely you will get a better deal (better work too) if you are a repeat client as it's all about retaining people.

When push comes to shove
Well airlines do move the goal posts A LOT, more than just occasionally. If an agent wants to set a deadline before an airlines deadline that's their call as you are booking it with them, not the airline. How long have you got to pay things off online?...

Beware of the over-excited travel agent
Not sure what the point of this is. The industry is full of passionate people so if you are going to suspicious of every person who shows some enthusiasm you might be jumping at shadows.

New employees will give you a better deal
Yes and no, they also make more **** ups. As far as being cheaper those, depends on the agency.

Don’t fall for the tours trap
Again, it's a sales job. Somethings are better pre arranged obviously too.

Price beating is crucial
Shopping around is crucial. Price Beating is very comprehensive and strongly encouraged within the industry. Agents still make money when you price beat.


Hope that helps...

 

[Eagle87]

You do realise Expedia works like an agency with commission built into their prices yeah? How else would they make money?

Yes. They disclose the fee (from memory) on the bookings.

I don't use them exclusively, just whomever gets me the best price from a list of about 8 to 10. I dont mind the fee given the price is low.

What is clear, is that you are a travel agent or connected to one.

The airfares they have are global fares (built in commission if you like), so that's nothing different than everyone else. Smaller agencies sell at the global rate, your big shopping centre ones will charge more.

I dont book airfares through agents online or otherwise. Only hotels.

Accommodation rates vary massively from place to place though admittedly - not exclusively cheaper online, comes down to arrangements with individual properties (hence your experiences with the front desk not matching the rate you've seen online).

Correct. Its also the reason for having a group of online providers. Some are better in some markets than others and in different properties in different cities.

But, yes, I agree they are cheaper online

Now, for disclosure, which travel agency?

 

[Altum Volantes]

But, yes, I agree they are cheaper online

Now, for disclosure, which travel agency?

Not exclusively cheaper! trust me on that one!

Work for FCL, but not a FC agent.

You're no doubt an experienced traveller comfortable with the internet and such but my main point was please don't sell the profession short. The industry is full of fantastic agents who work hard to provide value for their clients and provide excellent advice and service for those who need it. If you don't need the help, fair enough but plenty of people do and plenty of people come back again and again because they are happy with the service provided.

 

[Leper]

Work for FCL, but not a FC agent.

I was getting the "this guy's in the industry" vibe too.

Can you please explain to me why when I book and pay for a flight with FC 2 months ago, on full "$ up front" terms, I'm still wiating for the ticket? The flight is in July.

I'm assuming it's a cash flow thing for FC.... they take my $, but don't have to physically pay the airline until after they issue the ticket. The official line was some BS about holding on in case I wanted to make any changes (which I don't; and for which I'm sure I'd still have to pay).

I'm asking out of curiosity as much as anything, since I feel FC are providing a poorer service in this instance - and as such doing themselves a disservice - as I would rather book on line and have a ticket emailed to me in all of about 10 minutes.

 

[Leper]

We have a corporate travel agent (who I rarely use, because its more hindrance than help) and she has been advised to look for cheap fares on certain routes. She does have access to Air Asia etc but NEVER uses them unless pushed. You will find out you're on a Jakarta - KL flight on MAS for 5 times the price because "I thought you'd prefer it" - they dont make anything out of Air Asia, so they dont really look there ....

Interesting as I've been through this palava before. The simplest explanation I can give is that a few years ago we had a travel co-ordinator on the equivalent of about US$300/month who got married and had the wherewithall to go to Europe for her honeymoon; and was always having weekends in Bali. You've been in Asia enough yourself to know how it works! It's not just the footprints on the dunny seat.....

We've finally got rid of her and the girl we now employ arranges my trips for cheaper than I can get on line (except Air Asia routes!).... I can send her an email and have a ticket emailed back in an hour - this girl is gold.

Enjoy BKK Leper, some decent food and, well, its not in Indonesia!

Amen to that! Although Lanna Thai in Jkt (near Grand Hyatt) is pretty bloody good.... it's a nice escape from Indonesia without needing to go to the airport.

 

[Altum Volantes]

I was getting the "this guy's in the industry" vibe too.

Can you please explain to me why when I book and pay for a flight with FC 2 months ago, on full "$ up front" terms, I'm still wiating for the ticket? The flight is in July.

I'm assuming it's a cash flow thing for FC.... they take my $, but don't have to physically pay the airline until after they issue the ticket. The official line was some BS about holding on in case I wanted to make any changes (which I don't; and for which I'm sure I'd still have to pay).

I'm asking out of curiosity as much as anything, since I feel FC are providing a poorer service in this instance - and as such doing themselves a disservice - as I would rather book on line and have a ticket emailed to me in all of about 10 minutes.

The physical 'ticket' itself?

It's unlikely they are holding onto your money without paying the airline (don't make any money off having money on file, only make money when a file closes), very few airfares have long ticketing time limits - more likely they just haven't put your documents together yet. Flights are meant to be issued as soon as you have paid for them (this avoids changes in taxes, fares being pulled etc). That should be the case. Call and tell them you will be in the area and want to pick up your docs, that should get them onto it if this is the case.

ALTERNATIVELY, totally speculating but there may have been an error with the fare (whether it be an airline thing or an agent error) and the agent is hoping a better fare (not different flights, just a better fare) will pop up before you are due to go to minimise the damage. I wouldn't worry either way, you'll be on your flights at the price you paid - if it's an agent error (or otherwise) they will more than likely be wearing any additional cost. Just hang onto your invoice with what you paid (and signed) for and you'll be right.

 

[Nardz]

IMO the good thing about going with a big chain agent such as flight centre - is that when you've paid and recieved invoice + itinerary they're not going to screw u over - they cant really.

my parents a couple of years ago went through an independant agent (was a family friend - first mistake right there) - they paid for the flights a couple of months before depature - didnt get the tickets til about a week before leaving. when it started to approach the time to actually pay - the travel agent gave the money back to my parents to pay for the ticket directly themselves, as the AUD had gotten much weaker in the time the agent spent piss farting around.

 

[Leper]

Cheers for the reply JuJu. Yes, still don't have the ticket (eticket).

I wouldn't be surprised if it's your speculative example. Not something I'm at all worried about - I don't think FC are about to go bust (although funnier things have happened in football... Reg Ansett I'm looking at you!). Funnily enough this particular ticket would be cheaper if I bought it today (but I accept that's the luck of the draw in the lottery of life).

I guess the point I was making is this agent is not providing a better service than if I dealt with the airline direct.

 

[Aussie Assault]

Anyone used ratestogo.com.au in Europe? I am looking at Europe at the end of the year. Given that I dont really know how long I will spend in each city, this site looks great for cheap rates.

 

[Eagle87]

Anyone used ratestogo.com.au in Europe? I am looking at Europe at the end of the year. Given that I dont really know how long I will spend in each city, this site looks great for cheap rates.

Yes, I have used them. They are just HotelClub.com (again from memory) but only do the last minute bookings (within 28 days). They are Aussie based I believe. Have used them many times in both Asia & Europe and have had zero problems.

They arent always the cheapest. Again, use, say TripAdvisor.com, Wego.com and a couple of others and you will be fine (IMO - for Juju's sake ).

You can get some good deals through rates to go.

 

[Ed_Gein]

Cheers for the breakdown JuJu. I'm for a fair go, so agents have to make their money somehow, but since your post, it does really sound like the 2 chaps in the article were looking for any excuse to fleece the crap out of customers. Just like the dodgy mechanic every town has that will charge unwitting people $500 for a broken tail light or something.

 

[rdhopkins2]

Interesting comments on here. It's sad that a few bad apples blight the reputation of the industry. Like many sales jobs, the retainer is pretty low circa 26.5k at some organisations. So if you walk into a travel agency and a travel consultant is eager to sell you something, most likely it is because if they are just used as an information source then they are out of a job. Not that they're trying to blatantly rip you off.

Anyone work for an airline, travel agency or atleast in the industry here?

 

[Blue_Skies_Ahead]

Anyone work for an airline, travel agency or atleast in the industry here?

I own a travel agency and have worked within the industry for a number of years.

 

[crownie]

i used a travel agent for booking domestic flights in the USA, however i knocked back there help with finding accomodation, i did my own research for that and as people have said before they are sites which make booking very easily and if your prepared to spend some time you will save a bit of money.

 

[Blue_Skies_Ahead]

however i knocked back there help with finding accomodation, i did my own research for that and as people have said before they are sites which make booking very easily and if your prepared to spend some time you will save a bit of money.

Not necessarily!

I had a customer today who sent me a price snapshot for accommodation in San Francisco that came to be $195 AUD a night asking me if I could beat that price.

The price snapshot was from a reputable online hotel reseller that came to be the cheapest price out there after I shopped it around the major hotel resellers in the WWW.

Having said that as a travel agent I’m able to buy the same room for $120 AUD a night which I in turn sold to the customer for $180 AUD a night.

And thats just one example out of the hundreds I deal with on a montly basis.

I do agree that researching your products / services online and even purchasing online is pretty good as sometimes you find great deals and ultimately its convenient.

However I would also like to point out that a travel agency can save you time and money as long as they are committed to offering you the best price out there.

The myth that the internet has the best prices / deals is just that...

A myth!

 

[Eagle87]

Not necessarily!

I had a customer today who sent me a price snapshot for accommodation in San Francisco that came to be $195 AUD a night asking me if I could beat that price.

The price snapshot was from a reputable online hotel reseller that came to be the cheapest price out there after I shopped it around the major hotel resellers in the WWW.

Having said that as a travel agent I’m able to buy the same room for $120 AUD a night which I in turn sold to the customer for $180 AUD a night.

And thats just one example out of the hundreds I deal with on a montly basis.

I do agree that researching your products / services online and even purchasing online is pretty good as sometimes you find great deals and ultimately its convenient.

However I would also like to point out that a travel agency can save you time and money as long as they are committed to offering you the best price out there.

The myth that the internet has the best prices / deals is just that...

A myth!

Mate, if you could get the room at $120 and you sold it at $180, you aren't giving the best price out there. And you know it.

You are an agent and the online providers are too. They can get the same prices as you and with lower overheads and wider distribution they can beat you pretty much every single time. And you know it.

Sure, some agents get better prices on some hotels and some cities than others but thats why you need a range of online providers.

The myth that shop front travel agents are more knowledgeable and have access to all sorts of deals unavailable via the internet is also a myth.

A myth.

 

[Blue_Skies_Ahead]

Mate, if you could get the room at $120 and you sold it at $180, you aren't giving the best price out there. And you know it.

You are an agent and the online providers are too. They can get the same prices as you and with lower overheads and wider distribution they can beat you pretty much every single time. And you know it.

Sure, some agents get better prices on some hotels and some cities than others but thats why you need a range of online providers.

The myth that shop front travel agents are more knowledgeable and have access to all sorts of deals unavailable via the internet is also a myth.

A myth.

The cheapest price out there was $195 AUD and that’s a fact!

By me selling it at $180 AUD how does that not qualify as the best price out there?



If the customer was happy to pay $195 AUD have I ripped them off by charging them $180 AUD? I assume that you buy all your goods / services at what a retailer pays for them? I don't think so somehow!

The online agents and travel agents have access to the same distribution channels and that’s another fact!

As far as a travel agency beating an online price that is all up to the agency at question but is possible on anything and everything...Yet another fact!

Can you see a recurring theme here?



Any travel agent be it online or shop front has access to the same deals but the price they choose to sell it at differs from place to place.

I do believe that some shop front travel agencies are not as near knowledgeable as the information that can be found on the WWW so I'll give you that one!

 

[mattyh]

Mate, if you could get the room at $120 and you sold it at $180, you aren't giving the best price out there. And you know it.

You are an agent and the online providers are too. They can get the same prices as you and with lower overheads and wider distribution they can beat you pretty much every single time. And you know it.

Sure, some agents get better prices on some hotels and some cities than others but thats why you need a range of online providers.

The myth that shop front travel agents are more knowledgeable and have access to all sorts of deals unavailable via the internet is also a myth.

A myth.

You have obviously had a negative experience with a travel agent to be disputing this one!

'Best price' is whatever the consumer perceives it to be. If the consumer found a better price and booked it themself well then the agent missed out. So in essence why would this agent not offer their best price they could fine which was $120 in this case and marked it up to $180. Which is fair enough, that's the commision and I am sure both the customer and agent were happy.

 

[Eagle87]

You have obviously had a negative experience with a travel agent to be disputing this one!

'Best price' is whatever the consumer perceives it to be. If the consumer found a better price and booked it themself well then the agent missed out. So in essence why would this agent not offer their best price they could fine which was $120 in this case and marked it up to $180. Which is fair enough, that's the commision and I am sure both the customer and agent were happy.

Not at all.

Online providers are travel agents too. No problem with agents, I just don't believe this bloke.

If he provides me details of the hotel, the booking dates and copies of the pricing he got, I guarantee I will find better ....

His client only asked him to beat one price provided by one online reseller. He then says he checked everything on the www and then looked for his best price. It's my opinion based on traveling 50% of my life, using shopfront and online agents and booking hundreds of hotel room nights every year that he is full of shit... and is simply trying to present a BS story to present his type of business as superior.

My only vested interest is getting the best deal for me when travelling. Experience tells me that is best done online.