Advisors noted that they provide travelers wth significantly more value than OTAs. (Source: LIGHTFIELD STUDIOS/Adobe)
Fact or Fiction is a new TravelPulse feature that asks travel advisors about industry issues, enabling them to advocate for or debunk them.
Conventional wisdom holds that booking through an online travel agency (OTA) is less expensive than working with a human advisor, but that isn’t necessarily the case, as seasoned agents are quick to point out.
“Travel advisors provide personalized recommendations, firsthand destination knowledge, professional training, and direct relationships with hotels, cruise lines, and tour operators that can lead to upgrades and added amenities, and VIP perks,” said Stepping Out Travel Services CEO Mandee Migliaccio.
“Most importantly, clients have a real person advocating for them when plans change or issues arise, creating a smoother and more supported travel experience overall,” she added.
Here’s what advisors had to say about whether booking through an OTA or a professional travel advisor is fact or fiction.
Fiction: Mandee Migliaccio, CEO, Stepping Out Travel Services
Mandee Migliaccio (Source: Mandee Migliaccio)
“Booking with a travel advisor is often the same price as booking through an online travel agency, but with significantly more value, support and expertise included.
“A travel advisor is not simply someone who likes to travel. Advisors have professional training, industry certifications and firsthand knowledge of the destinations, hotels, cruise lines, and experiences they recommend. Many personally vet the properties and suppliers they work with, giving clients guidance based on real experience rather than algorithms or online reviews.
“Travel advisors also have direct relationships with hotels, cruise lines, and tour operators, which can provide clients with added perks such as room upgrades, resort credits, complimentary breakfast, onboard amenities, VIP treatment, and exclusive promotions that are not always available online.
“Beyond the amenities, clients gain personalized service and an advocate when plans change or problems arise. Delays happen, reservations occasionally have issues, and unexpected situations can occur while traveling. Instead of spending hours navigating customer service on their own, travelers have a professional who can step in quickly and help resolve problems.
Fiction: Richard Turen, Managing Director, Churchill & Turen
Richard Turen (Photo Credit: Richard Turen)
“Guests need to understand that they are DBV’s – Direct Booking Victims,” Turen said.
“Booking online is almost always a scam because none of the essential professional adviser discussions normally occur, yet the consumer is still charged the travel agent commission. We explain to our clients and our media visitors that when a consumer books directly or online, they should demand a total refund of the built-in travel agency commission of 10%-15%.
“Every travel consumer is entitled to have an adviser who knows them personally, their travel background, specific health issues that could affect their full participation, and alternative programs that might meet their needs and goals in a better way.
“Every consumer is entitled to have a knowledgeable adviser discuss insurance options, something extremely rare online. Every consumer should depend on their adviser to offer truly personalized, caring, fact-based advice. If the consumer is not getting any of this online, they should always receive a full refund of the entire commission.
“Our industry has failed to competently explain why booking online is almost never in the consumer’s best interests. And yes, of course, professionals know that no major supplier would ever give an online call center in Mumbai or Manila better pricing than a dedicated professional adviser who always has the client’s best interests in mind.”
Fact: Jim Welch, Co-Owner, Amaze Travel
Jim Welch with his wife, Julie Welch, co-owner of Amaze Travel (Source: Jim and Julie Welch)
“Travel advisors will be able to steer clients to the right fit for hotels and room selection,” Welch said. “They will also be able to suggest and book excursions and tours for clients that are not bookable through an OTA. While the trip will cost more, the value received, and the right fit for the client will be much greater with the human touch of a travel advisor.”
In the final analysis, the benefits of working with a seasoned travel advisor trump concerns regarding OTA pricing.
“The value of working with a travel advisor is not just in booking the trip, but in having an experienced professional helping create a smoother, more personalized travel experience from beginning to end,” Migliaccio said.
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