1. Look for the appropriate certification.
It’s a good sign if the agent is a member of the American Society of Travel Agents (ASTA) (www.asta.org). The American Society of Travel Agents (ASTA) is the world’s largest group of travel professionals, with a code of ethics that keeps the riff-raff at bay. It’s a plus if your travel advisor is certified by The Travel Institute (www.thetravelinstitute.com), which provides courses on various places and travel specialties. The Association of Retail Travel Agents (www.artaonline.com/mc/page.do) is another membership worth considering. Affiliation with a significant organization such as AAA or a corporation such as Carlson Wagonlit can prove that your agent is trustworthy. Your travel agent should also follow any state seller of travel legislation and have error and omission insurance.
2. If at all possible, stay close to home.
There is no substitute for the human touch. My most rewarding interactions with agents have been one-on-one. The ability to meet in person – to look the agent in the eyes and shake their hand – is Something online agencies cannot match. (It should be noted that not all agents operate in an office; nonetheless, home-based agents can and do conduct personal visits.) The sole exception to this guideline is if you’re looking for an agent who specializes in a particular field. Even yet, when working with a huge organization, a trustworthy voice on the phone is better than the frequently incoherent, script-reading customer service employee you’re connected to.
3. Meet with the agency.
Don’t go with the first agent you come across. Speak with a travel expert. Determine the length of time they have been in business. Inquire about fees (they do charge booking fees, but they’re worth it if you’re in a hurry). I would suggest interviewing the person. Pay special attention to how your prospective agent replies and what’s going on around you at the workplace. Is the other agent taking the time to speak with customers, or do they appear to be focused on pressuring their clients to make a booking decision? Is the agent you’re interviewing preoccupied or focused on assisting you? If you don’t like what you’re seeing, leave.
4. Determine how they react under pressure.
The only sure way to tell if your travel agent is a keeper is to watch what happens when you run into problems. And you will have the opportunity at some point. For example, what will your agent do if your flight is delayed, your hotel is overbooked, or your travel insurance claim is denied? Agents are compensated for the booking in one of two ways: a fee you pay or a commission they receive directly from the company. If they leave you hanging or only send you the company’s 800 number, they are not your agent. Most likely, they’re only interested in the commission.
A good travel agent has an advantage over practically any other travel seller. They are aware of your desires. They are fluent in your language. And they’re there to help you when you’re in trouble.
To put it another way, travel agencies aren’t extinct. Only the terrible actors are.
