Posted on March 22, 2022

Want to rent a villa in Tuscany and do it on your own? It’s simple. Just type “Villa Rentals Tuscany” into Google, then wade through the four and a half million responses - most of which look the same, whether they are good or bad, legit or bogus. Spend just 10 seconds each vetting sites, and you’ll be done in a year and a half - and still won’t have rented anything.

Good luck with that - or even with much simpler planning, like searches for “straightforward” airfares. The major search sites routinely leave out flights (lots of them) and even entire airlines. A lot of the flights they do show are ones you don’t want, starting with “basic economy” fares that hit you with tons of restrictions and fees, so the price you see isn’t the one you end up paying, along with connections way too short or way too long, ones that no responsible travel agent would let you book.

Travel agents are even more important to luxury travelers, who ironically often think they know a lot about travel and rely on their own misguided sense of expertise. But while a good agent is so vital that it is simply foolish to plan a high-end trip on your own without one, they can also help travelers of all budgets.

Emergencies:

This is the one most applicable to the average occasional travel. Stuff happens, and whether you believe in climate change or not (spoiler alert, it’s real), big weather events have become more commonplace, widespread and unpredictable, and sooner or later Mother Nature is going to bite you when flying. But there are plenty of non-weather events disrupting flights, cruises, trains and destinations, from civil unrest to volcanic eruptions to disease outbreaks to massive wildfires to labor strikes. And just about every year you read about an airline that went bust and shut down suddenly, stranding all its passengers. Just a week ago I traveled with owner of a large New York based travel agency who has been in the business for 40 years, and he told me they recently stopped selling their customers tickets on Norwegian because the airline has had too many cancellations and became, in their view, unreliable. But cheap flights still show up in internet searches, and you probably would not know anything about it without expert advice.

Anything that causes cancelled flights (or cruises, etc.) means hassles, but the people who get through this process the most smoothly and the ones who get rebooked first and get the few available seats out of Dodge are usually the ones who used a travel agent. It’s that simple. First off, you actually have someone to call, versus long lines at banks of airport phones masquerading as “help desks.” But good agencies are constantly monitoring their clients’ flights and they usually know about your problem before you do - and often have a resolution before you even call them. They also have direct access to airline GDS (global distribution system) and don’t have to wait on long phones holds to get ticketing changes made. It’s worth noting that according to the U.S. Department of Transportation, nearly two percent of all domestic flights were canceled in 2019, a significant increase from the previous year and the highest rate since 2014. Midway through the year, MSNBC reported that passengers were being bumped from flights - involuntarily - at a rate three times higher than a year earlier.

I’ve known Anne Scully for years, and as the President of high-powered Virginia-based agency McCabe World Travel, she is perennially ranked one of the world’s best travel agents, sits on advisory boards of major luxury hotel brands and cruise lines, and is an industry legend. She told me that, “Anyone who travels should have the clout of a top travel advisor in their pocket. To start, if the client’s flight is cancelled while they are waiting for take-off they could have us rebook and protect their journey before they depart the plane. No waiting behind 300 other passengers! We can have clients met at the plane door at a large number of airports worldwide and whisked through customs, either on to their tight connecting flight or simply faster to baggage claim - where they are given help with their luggage. Most clients don’t even know that service exists, but they only need to use it once to always request it on their itineraries.”

Amanda S. Klimak, President of Largay Travel in Connecticut, told me that, “One of the amazing benefits we offer is overseeing our client’s journey, while they enjoy the trip. This year alone I have assisted numerous travelers with cancelled flights and trains due to strikes in Europe, rebooking them before they even knew their flights were cancelled. One of my favorite lines to my travelers who are stranded at the airport is, ‘Get out of line, go to the lounge and relax, while we take care of everything.’” You can’t beat that.

Expertise:

No one knows everything about travel, no matter how deeply they are involved in the industry. I am an expert on ski travel, and I know the ins and outs of every major luxury ski hotel in this country. So, I wouldn’t call a travel agent to help me choose a ski hotel. But I know nothing about the hotel scene in Manilla or Sri Lanka. Some travelers cheat their way around this by sticking to brands like Four Seasons or Ritz-Carlton wherever the go, but in many tourism hotbeds like Fez, Morocco, all the best hotels are ones you have likely never heard of. This is where a travel advisor’s knowledge cannot be beat. And while even the best travel agent can’t know everything either, the good agencies parcel things up, so they have a safari expert, a cruise expert, a honeymoon expert, and so on, and they all work together.

Walter Brownell first escorted 10 guests to Europe in 1887, and 133 years later, Brownell Travel has 150 advisors. Sorry, but there’s no amount of research you can do or number of travel magazines you can read that can match that kind of institutional experience and collective expertise. That’s the knowledge base you want. Let’s go back to the 4.5 million villa hits - any good travel advisor will be able to tell you off the top of their head who you should be renting your villa in Tuscany from - and why. That just saved you eighteen months, and probably got you a better house.

Chad Clark believes travelers should, “Experience the extraordinary, not once in a lifetime, but every time!” and to showcase the knowledge base advisors bring to the table, he created a program he calls “Chad Clark Certified,” personally giving his stamp of approval to special hotels, restaurants, tours and experiences around the world. To date he’s certified nearly 700 different things his clients (or you) can reliably consider doing.

It is important to remember that these advantages are not just for luxury travelers. Good travel advisors do not just know what the best hotel is, they know what the best hotel is for you and your budget and can help you find the right fit. As we will see shortly, they can also save you a lot of money, no matter what style you travel in.

VIP Connections:

Whether you are trying to book space at a coveted 8-villa safari lodge in Africa or get a room in a top Paris hotel during Fashion Week, most hoteliers keep emergency inventory and guess who gets it? The travel advisors they have known for years who book a lot of guests and send them a lot of business. It works this way with lots of things in the travel industry, from hard to get dinner reservations to the resort’s best ski instructor to a city’s top art expert as a private museum guide. Anytime there is scarcity, there is no substitute for personal connections, and the best agents have built these over years or decades. Plus we are living in the age of “experiential travel,” and good advisors create one of kind experiences most people would never have imagined in the first place.

“I had a client touring Russia who not only played piano well, but also took lessons from one of the best teachers in New York,” said Anne McCabe. “As a surprise, I arranged for him to visit the apartment of the great Russian composer Nicolai Rimsky Korsakov, and the curator invited him to play the composer’s piano, while his teacher listened over the phone his wife was holding. You cannot create those WOW moments if you do not get to know who your clients are, and what would make their holiday most special.” You also need to know the curator. Try booking that on TripAdvisor.

“This is a key point,” stressed Clark. “Travel advisors provide our clients with access: access to people, places, and experiences that could never be replicated, much less imagined. A great travel advisor has invested time and relationships in creating their ‘black book’ of contacts and relationships, so that when their clients travel, they are treated as a VIPs, not just a credit card number.” In my experience, everyone likes being treated like a VIP.

Seemingly simple things often annoy even the most seasoned travelers, but these irritants can be smoothed out by good advisors. One biggie is having your room ready to check in when arriving in Europe early in the morning after an exhausting overnight flight. I’ve seen lots of travelers, including myself, told to go walk around for hours and come back at two or three in the afternoon, even at the finest hotels. Do you think they tell that to Anne Scully and her peers?

Another one of the most frustrating recurring problems I hear in the industry - even at the top luxury hotels - is a notorious refusal to guarantee connecting rooms in advance for families booking multiple rooms (and paying a lot for them). But when your travel agent books hundreds of room nights with a hotel each year, the GM (or sales manager) will move heaven and earth to give that agent’s client - you - guaranteed connecting rooms. For the same price. Often with a room upgrade. And late check out. And a free food and beverage credit.

But I’m getting ahead of myself.

Original article: https://www.forbes.com/sites/larryolmsted/2020/01/26/5-reasons-why-you-need-a-travel-agentmore-than-ever/