When asked, most travel agents say they became an agent because they had a passion for travel.
But not Kim DalPonte. Not in the beginning, anyway.
She did, however, have a passion for Disney. "I got very sick just after I had turned 30," said DalPonte, owner/consultant of Pixie Dust & Paradise Travel, Inc. in Chicago, Illinois.
"I was a single mom with two young daughters and was suddenly faced with a life-threatening illness, so I needed to make some memories with my daughters and fast."
She had planned a 10-day vacation to Disney with her kids, her sister and her parents. "I loved all the planning that a Disney trip required," she explained. "My health ended up improving, and I started to take my kids to Disney annually and sometimes more. We then sailed on the Disney Cruise Line and went to Disneyland."
Many of her friends and clients would ask her to help them plan their Disney trips.
"I realized then that my passion for Disney could easily turn into a career," said DalPonte, who at that point had been a hairstylist for almost 20 years.
DalPonte then researched travel schools and decided that an online school would be best for her.
"I knew that being a single mom, online schooling would work out best for me," she said. "I did my class work during the day while my girls were at school, and I did hair from home in the evenings. Once I had started the program, I quickly learned that planning travel would not be a hobby or a part time job."
She also learned that she wanted to handle more than just Disney trips. As soon as she finished schooling, she attended her first travel conference.
"I knew, without question, that this was the career for me," she said.
She signed on with TPI, Travel Planners International.
"After about 3 years, I was able to earn my own IATAN number. I now have a thriving business with several IC's," DalPonte said.
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Her specialties are family travel with an emphasis on multi-generational travel and group travel.
"That's not to say that I don't book couples or solo travelers. I absolutely do, but families are my area of expertise," DalPonte said. "After creating so many amazing memories over the years with my own family, I knew that I wanted to help other families do the same.
"I love when they call me after they return from a trip and tell me that it was planned perfectly, they took a million pictures and the kids can't wait to go back. Almost all of my clients are now repeat business."
DalPonte believes that one of the biggest obstacles for travel agents is the airlines:
"They are constantly overbooking their flights, which leads to customers being bumped and becoming angry and upset. The treatment of the passengers has also been a very big issue as of late. The clients then want us, the travel agents, to get involved and help them out. But, oftentimes, due to airline policies, our hands are tied. There is not much we can do when it comes to airplane maintenance issues or weather delays.
"Also, since we do not receive any commission from the airlines, we need to charge our clients a service fee. Having travel insurance is always strongly recommended to our clients and can cover their out-of-pocket expenses, but they need to be able to actually get to their destination and airlines are making that difficult."
Her company does charge service fees.
"From talking with many of my colleagues in the industry, it seems to be a split decision," DalPonte said. "I am seeing more agencies starting to charge a service and planning fee and, I think, that unfortunately, everyone is eventually going to need to do so. With the airlines giving us zero commission, the cruise lines NCF's and the low commission levels elsewhere, I think it's just going to be the cost of doing business."
She emphatically states that she refuses to work for free.
"I value my time and expertise, and my clients should as well. The first time I charged my planning fee, it was a very scary thing to do. The client was fine with it, which just made it easier as time went on.
"Over the past year, my business has doubled and I was able to devote my time to serious clients and not waste it on tire-kickers. I believe that it makes us come across as more of a professional than a hobbyist. Spending my days pulling quote after quote just to have the client not book are long over, and it's a wonderful feeling. As they say, the internet is for looking, a travel agent is for booking. I know my value."
For others who want to become a travel agent, DalPonte strongly suggests that they do their due diligence and learn all they can about the industry first:
"Find the right travel school or program before you begin planning trips. There is so much to know, and it is an ever-changing industry. Travel school gave me the knowledge and confidence to build a successful agency."
Once you are a travel agent, DalPonte has three words for you: network, network and network: "Go to at least four major industry events or conferences per year to keep current with the suppliers and trends and keep up on all of your specialty training."
Among her recommendations: Sandals CSS, College of Disney Knowledge, ACC.
"Go to at least four major industry events or conferences per year to keep current with the suppliers and trends and keep up on all of your specialty training." Among her recommendations: Sandals CSS, College of Disney Knowledge, ACC."
DalPonte's favorite client story is about a very quiet couple, both 24 years old, going to Sandals South Coast for their honeymoon.
"They were young and didn't have a large budget, so I knew that they wouldn't splurge or do anything special for themselves while there," she said.
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So, she gifted them Club Mobay, a VIP Airport Departure Lounge. She then contacted the sales manager to ask if they could do anything to make their honeymoon extra special.
"My clients received chocolate covered strawberries and a bottle of champagne with a note that said 'Happy Honeymoon,'" DalPonte said.
"Another day, they received flowers, champagne and a drawn bath and then they got a couples massage. You would have thought they were in a Butler Suite, but they were only in an entry level room. My clients were over the moon. They kept texting me pictures from their balcony, with their feet up, looking at their perfect ocean view with a Red Stripe in hand."
This, DalPonte said, is why she sees the properties that she sells and introduces herself to the staff.
"Having personal relationships with the resort staff is the reason I am able to provide so many perks and amenities to my valued clients. That is just one of the many reasons that travel agents are of value to people."
No matter where she has traveled, DalPonte's favorite place will always be Walt Disney World.
"It holds a very special place in my heart and endless wonderful memories with my kids," she said.
Her favorite international destination is Jamaica: "I think I fell in love with Jamaica the second I got off the plane. Jamaica is like a second home to me now. I love the resorts, but I mainly love the people. They are the warmest, friendliest people I have ever met and so hard working."
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