Developing a Pet-Friendly Travel Business

More than 29 million Americans traveled with their pets in the past three years, according to the vacation rental site Home Away. And travel suppliers have gone after the niche in a big way, with clever slogans and catchy marketing.

Yet travel agents have few resources to help them hone in on the specialty.

Leila Coe hasn’t let that deter her. A travel agent with World Class Travel in Gainesville, Fla., she has developed an expertise in serving clients who travel with pets.

Coe’s interest in the area stems from her personal experience.

Bringing home Bodie
Seven years ago, Coe and her husband adopted Bodie, their Jack Russell-mix, from an animal shelter in Amsterdam. When she got back home to the states, Coe launched a website to chronicle the trio’s travel experiences.

While she blogged for fun initially, Coe soon realized she had a valuable specialty on her hands. Her website, www.andasmalldog.com, began to attract readers seeking advice on where and how to travel with their own pets.

Self-taught
But unlike other areas of specialization for agents, there was no training or certification course available for Coe to pursue. So she spent long hours on independent research.

The process is ongoing – and not always easy. “Hotel policies change all the time. They don’t publish brochures for pet-friendly resorts. I wish they did,” she said.

“I have a few books for destinations such as California. But otherwise, it is pretty hard to find materials,” said Coe.

Definitions vary
Another obstacle is the fact that the definition of “pet-friendly” varies considerably.

Some hotels say they allow pets, but require them to stay in a kennel in the room. Others don’t allow pets to stay in a room unattended.

“There’s a range of different pet policies when you travel. Not everything is going to work for all pet owners. It’s really important to know what facilities are available,” said Coe.

High-end brands
High-end hotels are at the forefront of offering distinctive pet programs. Coe has referred clients to the Loews Loves Pets program at Loews Hotels and Resorts. Features include room service and treats for cats and dogs; special bedding; leashes; litter boxes and pet walkers.

Kimpton Hotels also rate highly with Coe’s clients. The brand is known for its open-pet policy. Pets of any size, weight, shape or breed are welcome at all Kimptons. That flexibility is an asset for pet owners who travel, said Coe.

“I stayed at one smaller property that has a regular guest that comes with her goose. It wears a diaper and rides in the elevator. I’m glad I wasn’t there with my Bodie. It may not have gone so well,” said Coe.

Europe more advanced
Coe predicts that the pet-friendly trend will expand as suppliers who don’t cater to the market realize they’re losing out on business.

She also thinks the U.S. could learn from Europe’s example.

“In Europe, you’ll see pets on trains, in public transportation, in department stores and in restaurants in cities such as Paris. Bodie had a EU pet passport, which made it pretty easy to move around with him,” said Coe.

In contrast, in the U.S. pets (other than service animals) are not allowed on Amtrak. And, health department and other regulations make pet travel by airplane particularly complicated.

Business model
Coe still books plenty of humans-only travel. The pet travel business is in many ways a labor of love, though she recently began charging fees on a case-by-case basis.

“It’s very time-consuming, especially if I’m doing a lot of research for someone. All the airlines have different rules. And you have to contact each hotel directly. It’s important to know the size and breed of pet that’s traveling.

“It’s a lot more complicated than simply booking a family of two adults and two children,” said Coe.

Advice for agents
Coe advised agents who are interested in developing a travel-with-pets specialty to “be cautious.”

“You need to make sure that you’ve looked up official government regulations, not just those for the hotel or airline. Here in the U.S., it’s the U.S.D.A. that oversees pet travel. Rules may be different in other destinations,” said Coe.

As a precaution, Coe always advises pet owners to consult their veterinarians before planning a trip. “I don’t want to give out the wrong advice about which shots are needed for entering which country. Vets have pretty sophisticated databases for that type of information,” said Coe.

It’s easy for agents to feel confused and overwhelmed when trying to assist clients with pet-travel issues, Coe said. But the effort will pay off in goodwill for years to come.

After all, pets are known for their loyalty. So are pet owners.

Related Story
Flying the (Pet-) Friendly Skies