Rebuttal: Agents Debunk Woman’s Day Article, Point by Point

A WomansDay.com article claiming to give the “inside scoop” on travel agents ignited outrage among travel professionals who pointed to misleading information and outright inaccuracies.

Travel Market Report asked the travel professionals on our editorial advisory board for their point-by-point rebuttals to the Woman’s Day article, originally titled “10 Things Travel Agents Won’t Tell You.” (Woman’s Day later revised the article, deleting one of the 10 points and softening some statements.)

Following are selected highlights from the comments of Jennifer Wilson-Buttigieg, co-owner and co-president of New York-based Valerie Wilson Travel and Colleen Gillette, owner of New Paltz Travel in New Paltz, N.Y.

Excerpts from the Woman’s Day article (in italics) are followed by the agents’ remarks.

1. They’re making major commission… …and maybe even a bonus for booking your travel. This means they’re trying to influence your vacation decisions based on perks on offer at that particular time. . . . Airlines no longer pay commission, so most travel agencies add a booking fee to the traveler’s total cost for air-only reservations.

Gillette: Any travel company whose advisors are trying to influence a customer decision based on perks won’t be in business for very long.

Wilson-Buttigieg: The professional travel consultant always works on behalf of their client, as their advocate, for the best travel options, whether for leisure, corporate or group/meeting travel.Most travel agencies charge a booking or transaction fee for their service, which is explained and transparent to the client. This fee goes towards offsetting the consultant’s time and expertise.

2. They can’t book (or price) all airline carriers.

Wilson-Buttigieg: It is true that some airlines are not available through all the standard GDS computer systems, but most fares and airlines are, and if they are not, any professional advisor has additional ways to offer these to you. Agents can also book through the airline websites and other travel portals, as well as websites or on the internet – there are many ways to make bookings.

3. They may not have been to the hotel or on the cruise ship they’re recommending. Some pros may fib about their travels to close a sale.

Wilson-Buttigieg: Many travel professionals belong to a consortia and utilize their collective knowledge and vetting resource for areas they do not know firsthand. There is always a resource for sharing information and finding the best options for the client’s request.

Gillette: I research, vet suppliers, receive colleague recommendations, use professional proprietary services that have visited and reviewed various destinations and also review the vacations I’ve booked with my own customers.

4. Be flexible with travel dates and airports. . . . your savings mean less commission for some travel agents, so they may not suggest being flexible. . . . Visit sites like Fly.com and Kayak.com . . . and you just may spend less.

Wilson-Buttigieg: Of course one can spend the time and effort searching the hundreds of travel sites looking for the lowest-cost air ticket; that is the traveler’s choice. Other consumers choose to work with a reputable travel consultant, who can do the work for them and offer them a variety of options. An online site cannot assist you when your flight is canceled or delayed

Gillette: I always suggest that my customers be flexible about their travel arrangements. The airlines don’t pay me a commission, remember?

5. Travel insurance may not be necessary. Travel agents push insurance because it increases the price of the vacation package – and thus, their commission. Yet, if you have health insurance, you’re most likely covered for overseas travel. And many credit card companies cover the costs of lost baggage, canceled trips, emergency assistance and accidental death or dismemberment.

Wilson-Buttigieg: There are so many different types of travel insurance available (cancellation insurance, emergency evacuation insurance, etc.). A travel professional can explain the differences and sell it based on specific needs. There are numerous examples where consultants have offered travel insurance to clients who declined to purchase it and then had to cancel their trip, due to an illness, family issues, an emergency, etc.

Gillette: Some medical insurance policies do not cover medical treatment out of the U.S. Travel insurance is very important as it can cover medical evacuation, the penalties assessed by travel suppliers for cancellation and other items as well that are not covered by homeowners policies, medical insurance policies and credit card coverages.

6. They’re best for milestone trips. It’s easy to book yourself a quick flight from New York City to Dallas, but going through an agent for a special vacation can make or break your trip.

Wilson-Buttigieg: Even for ‘simple’ air tickets between point A and B – yes they can be booked online by the traveler, but what happens if there is bad weather, or equipment breaks down, or a natural disaster? When you use a travel management company they have the ability to protect you on alternate flights, provide options and work on your behalf with the airlines to resolve the problem. There is always a 24-hour emergency line available to our travelers, so they are never abandoned.

7. Online travel sites offer refunds and cancellation policies. . . . Travel agents won’t mention this because they want you to book through them instead of online.

Wilson-Buttigieg: A reputable travel consultant will always explain the rules and penalties if you are booking highly restrictive air ticket fare, hotel, cruise or tour. Any traveler should understand fully all the restrictions before actually issuing the ticket, whether via online or with an agency.  

8. A travel agent won’t necessarily find the best price. You can often find a better price on a room than a travel agent can by calling a hotel directly or visiting their website.

Wilson-Buttigieg: Travel consultants work diligently to offer their clients the best value available. While to some travelers, the least expensive choice is always what they want, and that is what they are offered; other travelers desire the best value for their money.

Professional travel consultants can arrange for upgrades to suites, waive minimum stay requirements during peak seasons at highly desired locations, as well as a personal welcome from the general manager upon arrival.  

9. Sign up (and use) a travel rewards card. A travel agent won’t tell you that they make the bulk of their money on packages, so if you’re booking hotels, airfare or rental cars with rewards points, they’re losing big dollars.

Wilson-Buttigieg: Many travel advisors actually recommend programs for clients to sign up for and in fact assist with utilizing the clients miles for them. There is an additional fee for this service, as it takes time and patience to research availability for each card.