Despite the sharp rise in the number of travelers purchasing their own airline tickets on the Internet, 80 percent of all flights are still booked by travel agents. Their services cost you little or nothing because they are mainly paid through commissions from airlines, hotels, car rental agencies, and so forth. Although some agents now charge a processing fee to make up for commission caps instituted in 1985 by the airlines, most are trying to give you your money's worth by offering better and more creative services. Many agencies now do specialized destination planning (they can arrange your African safari, your white-water rafting trip, or your trek through Nepal), but even for less exotic trips, a travel agent can set you up with rental cars, getaway packages, and guided tours and save you a lot of legwork.
- Are you approved by the International Air Transport Association (IATA) and Airline Reporting Corporation (ARC)? IATA requires bonding for membership; ARC is the organization that collects funds from travel agencies and regulates their daily operations. An agency without IATA or ARC affiliations is not a travel agency at all, merely a booking agent or tour operator.
- Are you a member of the American Society of Travel Agents (ASTA)? Membership doesn't guarantee professional conduct and ethics, but ASTA has a code of principles to follow. The Society also has a mediation/arbitration system between member agencies and their customers.
- Are your agents Certified Travel Counselors? The Institute of Certified Travel Agents only grants CTC status to agents who have completed a special training course and have at least five years' full-time experience. If your agent doesn't have this certification, he or she may not have the background and experience necessary to get the best deals for you.
- Do you have preferred supplier arrangements with any travel companies? If your agent has such relationships and receives bonuses, rebates, or other remuneration from certain companies, you may not wind up with the best deal. On the other hand, if you suddenly need an airline seat or hotel room for an emergency trip, your agent's relationship with “preferred suppliers” could work to your advantage. Evaluate a “yes” answer in terms of whether it might be of value to you.
- Does your agency subscribe to the OAG electronic tariff system? This is a computerized version of the monthly tariff book most travel agents use. It is updated daily and allows agents to get the hottest information on special offers, such as promotional and introductory fares.
- Do you focus primarily on business or leisure travel? Do you have agents who specialize in one or the other? It's wise to pick an agent who specializes in the kind of travel you do most often. You might even consider using one person at the agency for vacations and another for your business trips.
- Does your agency use three or more Computer Reservations Systems (CRSs)? With fewer than three, the agency may be missing the latest and best fares. If it doesn't have access to more than one, an agency can make up for it by routinely checking last-minute seat availability with airlines for which it doesn't have direct CRS access.
- Does the owner work in the agency? An owner-operated agency often runs more smoothly and has less turnover of agents. It is also good to know that if you have a problem, you can immediately take it to someone with a vested interested in keeping you happy.
- Do you deliver tickets and is there a charge for it? This can be a wonderful convenience if the agency you choose is not on your normal driving route
- Will you keep my travel profile on file? A profile that includes your frequent flier numbers, your meal and seating preferences, and any other special needs will save you time and lessen the chance of booking errors
