Planning a major trip can drive even the most confident traveler crazy. Did we get the best deal on a flight? Are we choosing the most sensible dates? Are our itinerary and budget realistic?
Rather than try and answer these questions ourselves, we went to travel agents for help. We contacted American Express, AAA, and Liberty Travel, all of which offer packaged tours or individual travel bookings. We also visited online portals Tripology and Zicasso, which link travelers to agents.
Consumer interest in using a travel agent has risen over the past two years: 27% of travelers used one this year, up from 23% in 2008, according to Forrester Research in Cambridge, Mass. "Having a travel agent advise you is now more important than ever," according to Henry Harteveldt, a travel-industry analyst at Forrester Research. He notes fees, surcharges, and other travel restrictions have become more confusing for consumers. "Travel is one of the most complicated purchases."
Based on our own research using online travel websites, such as Expedia, airfare for our travel dates ranged from $1,280 to $2,300 round-trip for each person, and hotel prices would average about $160 a night (thanks to advance-booking discounts) at three-star boutique hotels. Agents came up with some better options.
We called American Express travel services and were told we could talk to two Passport Travel affiliate branches in our area. We talked to an agent at the Mill Creek, Wash., office and within two days received an email with a $1,273 airfare option and one hotel booking option in Madrid ($156 a night, with tax, for a queen bedroom with balcony at a Best Western). The agent's email said it was too early to book other hotels in our cities of choice. Airfare was comparable to what we could book solo. But when we checked the hotel directly, we were offered a double-bed room without a balcony for $200, an inferior offer to what the agent got us.
To use AAA for travel planning, we didn't have to join the automobile association ($50 to $110 a year, depending on the market), although members get more— such as upgrades on lodging, extra activities—for the same price, according to spokesman Geoff Sundstrom. At a local office in Seattle, we visited an agent who told us that for independent travel we could also use an "a la carte" system of travel reservations to book clusters of nights and activities in different cities. She pulled some sample airfares for us and came up with $1,225—better than what we could find on our own.
At Liberty Travel, we spoke to an agent via phone and via email. She said she could help us with independent or group travel, with the latter probably closer to our budget. She started with group travel and sent us links to a Spain/Portugal/Morocco tour running in 2011. The 17-day tour included bus and other transit between cities, a majority of meals, and all lodging. It cost between $2,650 and $2,690 a person, depending on tour dates. The multiple stops on the map intrigued us. Clearly our $4,000 budget would barely cover airfare and lodging. Even if airfare put us into the mid-$6,000s, we could enjoy a lengthy trip with many meals and all transportation thrown in, making group travel look like a good idea.
The online agent-referral sites weren't as helpful as the travel services. Tripology, owned by Rand McNally, would only let us specify one country from its front menu, so we had to explain our multi-country plan on subsequent pages. The service sent us a note within 24 hours saying it couldn't find agents for us. The note said our budget may have been too low to attract agents looking for a referral.
Zicasso's interface let us better describe our particular trip, and connected us to Mongol Global Tour Co., which outlined tour options ranging from private (yourself with a guide) to large groups, and sizes in between. The company sent us a chatty note explaining that on our budget we'd likely be restricted to large tours, but suggested we call to discuss our needs further. We expect the agents would be able to help us had we had more time to follow up.
It's clear agents can likely save travelers big money and help set a realistic itinerary. Even where they weren't cheaper, the agents competed with what we could find on our own. And we were impressed where they did save us money, in particular with hotels. As with any service experience, the clarity of our request (or realism of our budget) helped set the tone for the attention we received.
