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Agents should charge for advising public

Travel agents have been urged to start charging customers for advice to avoid being fleeced for information by direct bookers.

A seminar was told that the trade must begin standing up for itself and demand to be regarded as professionals.

Agency boss Bryony Hordern, who runs Oxfordshire-based Tickets Anywhere and is an Advantage Travel Centres board member, called on fellow agents to clamp down on holidaymakers looking for free information.

“People don’t see a problem in talking to a consultant for 45 minutes when they have already made up their mind not to book through us,” she told the CIMTIG seminar in London. “We, the agent, should be paid for our information and feel the information has a value. We should establish ourselves as professionals and be remunerated for the advice we give.”

Ms Hordern, who charges a £20 fee for bookings of £100 or less and for any airline ticket at her shop in Thame, stressed that the money should be refunded if a booking is made.

But customers should be under no illusion that if they don’t book, they will have to pay the fee.

“They must know the information I have imparted does have a value and if they come back and book it will be refunded,” she said. “We are not a public library and are not funded by the government.”

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A future trend perhaps? What do you think?

Many travel agents set "research fees", say $15 or $20. If and when the client books, that fee goes towards the booking cost.

You would never think of taking up the time and service of a lawyer, a doctor, an accountant, a plumber, whatever, for no cost. When someone takes up my time with "check this ship, and check that date now, and how much more for airfare," etc. and ends up not booking, that is in a sense, stealing my product ( my knowledge, time, and information.)

With cruise lines paying less commission to agents, and airlines paying none, the public must understand that they need to pay for an agent's services. This sounds harsh, and I personally have not taken such a strong approach yet, but it is really a big issue in the travel agent community.

Any comments from colleagues in the travel industry would be appreciated!

It seems as though this is a real problem and happens often and in the mean time, they can instead be making a sale.

They are government funded.

So, in a way, it seems normal that travel agents should ask a fee for their info, which would be deducted if a voyage (whichever one) is effectively ordered.

On the other hand, a customer should be able to compare between the different "products" and services offered by different agencies etc.

If the consultancy fee would be too big, this can't be really done anymore.

PEople can book with other agencies, even having asked a lot of information, because they think the info or offerte from the travel agent is not good enough, or too late, or something like that.

I think some middle ground is needed.

What a totally ridiculous and very greedy idea! This is simply the last nail in the coffin for travel agents. With the overpowering competition of the web, you would think that they would be promoting their advantages, such as ‘face-to-face’ advice and not trying to generate extra profit for it?

I'd rather use a web site such as ‘cruise talk’ for free and book via a web site, than pay to talk to a travel agent. At east half of them are not experts anyway. If they want to be considered processionals lets see their qualifications!

I’ve not used one of the major UK travel agents for about 5 years and I have no intention of doing so either. I tend to use Expedia and the low cost airlines web sites for most of my travel. I look forward to seeing cruises sold more effectively on-line.

The shopping mall travel agent will be extinct within a few years. Youger people are comfortable with technology and simply will not require the 'human touch'of a TA - let alone pay for it!

Maybe I will start charging Travel Agents each time they send me some junk mail or spam about holidays?

P.S. A year ago I went into Lunn Poly, one of the big UK agents. I was reluctant to ask for the brocure that I wanted, which was the then new 'Queen Mary 2', because I knew that I would get a blank look from the young blonde girl assistant.

So I in fact said to her, do you have the new 'Cunard' brochure. She looked at me vacantlyand replied 'Q-who'?

I rest my case.

[ 01-21-2005: Message edited by: Malcolm @ cruisepage ]

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Originally posted by NWLB:
The lines are cutting back on commissions. The clients are using the web and pitting you against each other. People are watching message forums and the Travel Channel to learn about cruises.

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I agree 100%. So why on earh are they trying to cut their own throats?

[ 01-21-2005: Message edited by: Malcolm @ cruisepage ]

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Originally posted by lasuvidaboy:
... I trust a good agent.

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Originally posted by joe at travelpage:

A future trend perhaps? What do you think?

Joe at TravelPage.com

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First off, i am not a travel agent, nor are any of my relatives.

I, too, enjoy getting a product for a good price, and regularly comparison shop on the internet. However, i believe, that a good travel agent can bring added value to the travel package. A good T/A can actually save you time, money, and potential hassles, even if their services come with a small service charge.

For instance, one travel agent i am aware of constantly monitors cruise pricing, so that if you make a booking early, and the price for that cabin subsequently declines, she will pursue a price adjustment for you if that is allowed (without you having to monitor prices in the time between booking and final payment).

Also, what happens if some sort of glitch develops in connecting flights, hotel accomodations, car rentals, lost luggage, cabin assignments, etc. It always helps to have someone on your side who is knowledgeable about the ins and outs of travel idiosyncracies to help you through the maze or hurdles that may be thrown up in your pursuit of that perfect vacation.

I even vaguely recall that some travel insurance will not reimburse you should there be financial failure of the travel service provider, if you booked your travel arrangements on your own, rather than through an agent.

I really don't understand people being averse to others being paid for services rendered. Would anyone else out there be willing to forgo, on a regular basis, pay for their services?

My bottom line is that I want on the cruise for as little as I can manage, and still get the cabin I want. Agents are a source of prices, and if any of them can beat what I find, or at least match the price, I'll happily book through them. I've always thought they would at least gain from getting credit for the booking.

Going into my next search, I would expect to contact many many more agents directly, with my exact wants fleshed out, and leave it to them to either beat it, or find an appealing special that trumps the specific cabin and such for a comperable price.

How do I, or should I present my intentions to these people when I call or show up at their office. I really don't want to waste their time, but it is a free-market.

quote:

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Originally posted by Malcolm @ cruisepage:
Quote: Agents should charge for advising public.

What a totally ridiculous and very greedy idea! This is simply the last nail in the coffin for travel agents. With the overpowering competition of the web, you would think that they would be promoting their advantages, such as ‘face-to-face’ advice and not trying to generate extra profit for it?

I'd rather use a web site such as ‘cruise talk’ for free and book via a web site, than pay to talk to a travel agent. At east half of them are not experts anyway. If they want to be considered processionals lets see their qualifications!

I’ve not used one of the major UK travel agents for about 5 years and I have no intention of doing so either. I tend to use Expedia and the low cost airlines web sites for most of my travel. I look forward to seeing cruises sold more effectively on-line.

The shopping mall travel agent will be extinct within a few years. Youger people are comfortable with technology and simply will not require the 'human touch'of a TA - let alone pay for it!

Maybe I will start charging Travel Agents each time they send me some junk mail or spam about holidays?

P.S. A year ago I went into Lunn Poly, one of the big UK agents. I was reluctant to ask for the brocure that I wanted, which was the then new 'Queen Mary 2', because I knew that I would get a blank look from the young blonde girl assistant.

So I in fact said to her, do you have the new 'Cunard' brochure. She looked at me vacantlyand replied 'Q-who'?

I rest my case.

[ 01-21-2005: Message edited by: Malcolm @ cruisepage ]

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Agree with you Malcome. Instead to go on batle with internet with service and proffecional information and make a good deal fore there customer. No they get the mad idea to charge fore information. It wil mark the end off travel agents not in couple off years buth in a view months.

here in the Netherlands many travelagents closed down because internet bookings. So iff they beginn to charge fore information it will be R.I.P. soon.

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Originally posted by NWLB:

How do you (agents) feel about folks simply trying to do the best they can on price? How would you want me to present what I'm looking for or doing? I don't want to waste their time or my own with the "what are you looking for" advice and such.

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That's a great question--we agents understand that the clients are looking for the best price, and we certainly know that you can find all kinds of rates on the Internet.

If you have a specific trip in mind when you call an agent, be honest with them and tell them the best price you've found. Maybe they can match it or beat the price, but at least this way you are "cutting to the chase" and not wasting your's or their time on a fishing expedition. Also, be sure you're comparing apples to apples-- don't expect a budget rate on a luxury cruise line, for example.

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Originally posted by NWLB:

I'd consider seeking agents out of my calm, flat, little state of Ohio, but I'm not sure there are any regions more prone to better special prices, and if there were, that I could even get them since I'm not living there.

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Besides the pricing/discounts the cruiselines themselves may offer, including discounts associated with previous travel with a particular line or brand, I think pricing "flexibility" is also impacted by what relationship the travel agent or their agency has with a cruiseline (i.e., how many cabins they book over time), and/or whether an agent wishes to "rebate" some of their commission to the traveler or not.

Also, a particular travel agency may book a number of cabins on a particular cruise, securing a special rate that they pass along to their clients.

Additionally, credit card issuers occasionally have special deals associated with particular cruiselines.

Don't forget our host travel agent, Joe at Travelpage, who i am sure would work with you should you so desire.

[ 01-27-2005: Message edited by: colt ]