#the vet said you should stick to the ‘big three’ brands or whatever

[always-a-slut-4-ghouls]

Took my cat to the vet just for him to be diagnosed with tummy hurted and said he needs different food

[footmantravelagency]

5 Reasons Why You Need A Travel Agent - More Than Ever

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.

The reality is that while it was widely predicted that the internet was going to kill off travel agents when digital tools were placed at every traveler’s disposal, that just hasn’t happened, for several good reasons.

Shannon Compton Game writes on money saving travel tips and budget travel for Outside Magazine, not the publication I’d expect to praise travel agents over DIY. But last year she wrote a column about his subject and opened with, “I’m a big fan of travel agents, even though I could technically book all my trips through websites and apps.” She then listed the specific pros of using an agent: “They can find crazy deals”; “They will be your advocate”; “They’ll take care of the little things”; “They’re true experts” and “They don’t usually cost extra.”

True, true, true, true and true. But that’s just the tip of the iceberg.

I have been writing on travel and related tips for over a quarter of a century. I’m an expert on the subject, and I get interviewed and publicly speak about it. Do I sometimes use a travel agent? Absolutely. When friends ask for travel advice, and they do, all the time, one of the first suggestions I always make is to get a good travel agent. My tech savviest friends use travel advisors, and so does every major corporation - because it is the smart thing to do.

“Yes, the travel landscape is changing,” said Chad Clark, principal of Chad Clark Travel Ventures in Phoenix, an expert I have known for years. “Information overload, thousands of new hotels on the scene, all sorts of new cruise ships, passport and visa issues, weather, transit strikes, political unrest, natural disasters, travel insurance, travel providers going out of business, it’s never ending. How does one navigate all of this? To avoid the travel landmines that lay in front of you, you need to get a great travel advisor! You’ll be glad you did. After all, do you cut your own hair?” Good question, but his metaphor is a little off because you pay someone to cut your hair, while a good travel advisor can often save you money.

I wrote a feature about this topic here at Forbes eight years ago, and I still get thank you comments from people who took my advice. A lot has changed in those eight years, and a lot has not, so if anything, there are more reasons than ever to use a travel agent (for the record, good travel agents prefer to be called travel advisors, or sometimes travel consultants, and those are both totally accurate, but since most people still think of the industry in terms of travel agents, I’m mixing and matching).

Clark explained it to me this way, “Travel agents are a thing of the past - they primarily booked tickets and beds. Travel advisors have taken on a much more complex role - part psychologist, life coach, executive producer, concierge, fixer, dream maker, and ‘Blink Blink’ genie, with the multitude of services that they provide.”

Whatever you call them, I could go on and on about all the reason to use one, but here are the 5 biggies.

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.”

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.

Extras: When you get more than you expected for the same price, that’s a great deal, and with travel advisors this happens all the time. The cruise industry is a perfect example of very large inventories that fluctuate in supply and demand each week, with a large audience of repeat customers who cruise again and again for years. The cruise lines do not want to lose the loyalty of those customers - or the agents who steer hundreds of them each year to particular brands. Yet it basically costs the line no more to have you stay in a deluxe suite than a basic room if that suite is available, and with the size of today’s ships, it often is. But who gets these upgrades? Advisors. Professionals who specialize in cruises have enormous volume clout and are legendary for routinely getting clients one or two class stateroom upgrades, free shore excursions, onboard credits and all sorts of things - for the same exact price you pay going direct. I would never book a cruise without using a travel advisor - it’s just foolish.

But it’s not just cruises.  

“In an age of automation, it may come as a surprise that many of our new clients skew on the more tech-savvy side, and come to SmartFlyer for the first time seeking guidance on their honeymoon,” Michael Holtz, founder of extremely successful global travel agency SmartFlyer told me. “The millennial generation specifically may have seen their parents use a travel advisor, but don’t feel like they need one - until they are deep in the spiral of research. By shifting gears to planning with an expert, they feel liberated from the immense pressure of choosing the ‘best’ resort - because we’re cutting through the noise of all the conflicting opinions they’re seeing online. Our team has actually been to the properties first-hand - not to mention has personal relationships with the General Managers. For example, we just had a couple fly to Canouan, a remote island in the Caribbean that they had no idea even existed before we recommended it. When they arrived at the Mandarin Oriental, the GM double upgraded them thanks to SmartFlyer’s close relationship with the property. At the end of the day, it’s all about personal relationships translating into exceptional experiences for our clients.”

One of the biggest shortcuts to freebies and extras is Virtuoso, a network of top tier travel agencies, most in the luxury realm. While agencies belonging to Virtuoso are independent and free to recommend and book anything they want - and often do because they have strong opinions - the network has specific relationships with over 1,800 travel partners (cruise, tours, airlines and 1,400 individual hotels in 100+ countries) with which it negotiates exclusive (and contractually obligated) benefits. Why are travel suppliers so eager to work with agencies and advisors that belong to Virtuoso (advisors can join by invitation-only based on their track records)?  Because last year Virtuoso members booked $26.4 billion in travel for their clients.

So in addition to the extras for personal connections you can get via people like Michael Holtz knowing the GM, anyone who books through a Virtuoso agency gets automatic perks like complimentary daily breakfast, room upgrades, early check-in, late check-out, complimentary airport transfers, spa credits and so on (specifics vary by hotel). According to Virtuoso, just the hotel benefits are valued at an average of over $500 per stay. Complimentary cruise benefits can be even bigger.

But having covered the luxury travel space for years, it seems that virtually every top advisor and agency I come across, the ones my friends, family and colleagues recommend, belongs to Virtuoso, as do all of the agencies mentioned in this piece besides the one in Travel Leaders. I just visited an amazing new luxury hotel in Italy, and they were quick to boast about having been admitted as preferred Virtuoso property - to them it was a mark of quality like earning a Michelin-star.

“The thing I love about Virtuoso is not just the quality of the advisors, but the strength of the entire network and the supplier partners they use around the world,” said travel writer, award-winning broadcaster and author Michael Patrick Shiels. “I decided to do this segment on running with the bulls in Pamplona and I had never been to Spain, so a Virtuoso advisor connected me with Made For Spain and Portugal, a partner ground supplier that does all the behind the scenes magic. They know everyone and totally set up an amazing itinerary and I ran with the bulls. In Italy, Virtuoso has an amazing local company called IC (Italian Connection) Bellagio that is totally wired into all the kinds of local things travelers say they want these days, special experiences, the best restaurants, art tours of private villas. When you ask your Virtuosos agent to plan a trip to Tuscany, it’s not just them, they have all this expert support behind them, down to the micro level. I’ve been all around the world, and before the first time I worked with Virtuoso I didn’t think I needed a travel agent’s help - now I can’t imagine not using one for anything complicated or specialized.”

Air: If you are trying to buy the cheapest round-trip economy ticket from New York to Dallas, even the best advisors probably can’t get it for less than you can buy it online, though you still have to deal with all the pitfalls of the online travel sites and you will lose the safety net advisors provide when things go wrong. But in a couple of other cases, buying your air through an agent can actually save you money, or miles, or both.

One case is when you are buying premium class tickets, Business, First or some of the even higher new classes. I have an extremely tech savvy friend in San Francisco who wanted to fly First class to Hawaii for his honeymoon, and even though he could afford it, he was shocked how much the airlines wanted. I suggested he call McCabe World Travel, and he was mystified how they could purchase the exact same tickets for about two thousand dollars less -each - than the best price he could find online, by calling the airline, or through the American Express Platinum Card travel desk. I don’t care how rich you are, if you can get the same tickets and pocket four thousand dollars that’s a good deal - plus you get all the peace of mind that comes with the advisor’s safety net. Not surprisingly, years later he still uses McCabe for all his travel. Consider this: the agency has three advisors in its air travel department who do nothing else, among its roughly 50 affiliated advisors.

When it comes to using miles, or miles and money, or just paying to fly in pricier premium classes, you might have trouble believing the miracles these specialists can work. As Largay’s Klimak told me, “I was working with a couple last year traveling to Australia and New Zealand for their dream cruise. They wanted to use frequent flyer miles, and I knew that they also had Dubai on their Wanderlist. I was able to change their flights from Business class on Qantas to First Class on Emirates - for half the mileage. We were also able to add a stopover with a wonderful desert and shopping experience in Dubai, checking two destinations off their list for a fraction of the cost.”

I use SmartFlyer for tricky tickets. Despite its name, it is a well-known, full-service luxury travel agency that does everything from safaris to cruises, but where they are better than just about everyone else is creative ticketing. I hear endless complaints from frequent fliers about the difficulty using miles, but I have found that is not the case - if you use a mileage and ticketing expert. I did a story on skiing in Japan, and SmartFlyer was able to get me to Tokyo in Business Class and back in First for $1,500 and 100,000 United miles. This was less than a third of the miles United directly quoted me for the same trip when I called the MileagePlus Elite desk, and I ended up getting more than three times the dollars per mile that most experts value frequent flier miles at.

On another trip recent trip to Bali, SmartFlyer found me flights on Cathay Pacific - one of the world’s best airlines - in Premium Economy to Hong Kong and then the five hour leg to Bali in Business class, for less than Cathy was selling the trip on its site just in Premium Economy the whole way. It just doesn’t seem possible, but it is, real tickets, same airline, better seats, less money. I don’t know how they do it, and frankly I don’t care, but if you know who to call this happens all the time (if you are not a client of SmartFlyer booking your vacation or business trip, they will charge you a fee to do the legwork and find you great deals on premium and mileage tickets, but in almost every case I’ve seen, it still saves you money).

“In terms of value, what we can do is unparalleled to anything clients will find elsewhere,” SmartFlyer’s Holtz told me. “Our negotiated air contracts, along with our in-depth knowledge of the carriers and actual aircraft, means we can advise travelers how to reach their destination at the best possible price and in the most comfortable configuration. Sometimes, this means hundreds of dollars in savings per ticket.” Or more.

Better Trips! At the end of the day this is the bottom line, the big win you get with a good travel advisor. They know more than you do, they are better connected, they have access to benefits you can’t get yourself, and they can match and often beat any prices you find. They plan a better trip and then provide a safety net. Having a top travel agent can make you an instant VIP, certainly will save you time and hassle, and quite possibly money.

Amanda Foshee is an advisor at Brownell Travel, and she summed it up nicely: “What everyone needs these days is more time and less stress, and that’s what we’re here for. Travel advisors take the overwhelming amount of information out there and distill it into the key points that apply to you - the best hotel/destination/tour for your interests, your budget, and your time frame. A client shared that going through all the information online to plan a trip would be a second full-time job for her, and I told her that’s why it’s my full-time job instead!”