The value of an agent goes far beyond saving a dime on an online booking
ANN RUPPENSTEIN
Vancouver-based travel advisor Kemi Wells-Conrad says the value of booking with a professional simply can’t be compared to doing it alone online.
“I think people want the support, advice and the first-hand intel. That is why I believe it is so important to travel as much as you can and experience products and destinations yourself,” the founder and president of Wells Luxury Travel tells Travel Courier.
For example, she says she’s always reading industry news and following industry peers to see what new hotels they’re touring or experiences they are trying.
“I offer collaborative planning services for my clients too, those who are used to researching their own stuff tend to love this as I explain it is totally fine if they want to still look into things themselves, I just encourage to share what they find/think they’d love with me first before booking anything as I can likely make suggestions to better enhance it or share real-time feedback on items,” she adds.
For Ola Ulewicz, the owner and travel advisor at Jet Lag Voyages, Barrie, Ont., the agency choose to physically stand out from an online world by going back to the brick and mortar model and opening a location in 2022.
“It’s given us the ability to be a person-to-person business in its truest form, and we have never been busier because of it,” she says. “Generally, we lead with our expertise and our customer service and it shows. Online information is overwhelming and travel has never been more complicated because of it. This is where true experience and expertise really makes the difference between having an okay trip and an amazing trip, and we always aim for the amazing trip.”
Meanwhile, Ken Stewart, the owner of Crowfoot Travel, Calgary, Alta., says they gain clients for life once a person who usually books themselves uses a travel agent for the first time.
“We always work on educating our clients about how working with us benefits them, how pricing is almost always the same as the online guys, as well as the online guys are travel agents in a sense, so why not support someone who is giving you personalized service and is someone who is just trying to make a living, not big business,” he says. “Covid and the issues it caused helped those who booked themselves see the value of an agent in extreme circumstances.”
On a similar note, Alyssa McGee, manager, corporate and leisure travel consultant at Fernweh Travel in Vancouver, B.C., has been flooded with leads from clients who’ve never worked with a travel advisor before.
“I think there are a couple of factors driving this trend,” she says. “First off, many folks have been through some pretty rough experiences during the pandemic, whether it’s chasing down credits, dealing with endless cancellations, or hearing horror stories from friends. They’re craving the support and assurance of someone who’s got their back, especially during tough times. Plus, let’s not forget the challenges our industry has faced since reopening, like staff shortages leading to flight delays, cancellations, and inconsistent service levels in destination. People are turning to us for help and guidance, and it’s truly rewarding to be able to provide that support.”
