Choosing a Travel Agent

Sam Ion is an entertaining and opinionated Canadian Travel Writer (We don't always agree, but that's why they call it freedom of speech)

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To get the most out of your vacation you need a sense of humor, and a great travel agent.

Maybe that’s why readers keep asking me the same question: "So how do we find one?" In a word, "research!"

You do it the same way you find any professional, you ask around. Then you go in and meet "your" potential agent.

Do you feel comfortable with this person? Make sure you’re on the same wavelength. Be prepared to share your likes and dislikes. Don’t be shy; tell them how much money you have to spend.

Has the person asked for all kinds of information about where do you like to shop, what restaurants you like, and what you like to do? Your answers will help your agent decide what product will best suit your needs.

Make sure that who ever you choose has an up-to-date Ontario registration number; that means you’re protected under the Ontario Travel Industry Act for non-receipt of services. In other words, if the agency or the wholesaler goes bankrupt, you’ll be compensated for the trip you’ve paid for and haven’t received.

What kind of training has the agent had? Aside from the TICO logo, look for other logos on the door of the agency representing other associations they belong to. It means the agency is serious about the business.

Now what kind of travel are you interested in? If you’re going on a cruise you may want to talk to an agency that does nothing but cruises or an agency that has an agent who specializes in cruising. They have up-to-the-minute information on special price deals, the right ship for you, good and bad cabins, and itineraries. You can borrow videos to give you a better idea of the ship.

Do you want a customized itinerary for that trip of a lifetime? There are agencies that specialize in particular destinations, and things like golf or scuba diving.

There are also good generalists. If they don’t know a destination intimately themselves, they will put you onto happy clients who have been there. My favorite agent is a generalist, but specializes in cruises. She has been and lived everywhere, and on her holidays takes long cruises. Most important, she keeps up with what is happening in the industry.

And don’t think you must phone an ad to get a good deal on last-minute travel. Any agent has access to sell-offs.

You need an agent that can help with visas, give advice on travel health, and be your link to help if something does go wrong, and you are caught up in a crisis.

For instance, during the Air Canada strike a couple of years ago, all itineraries had to be re-arranged.

There are also volume operators, who operate on lower margins (their staff are on commission) and do all of their sales over the phone. There are good ones and bad ones. There are some that don’t listen and just sell your what is on the sheet in front of them, and others I’ve dealt with that were excellent.

The bottom line is the more information you give your agent about your needs, the more likely that agent is to book you a happy holiday.

Scott Stewart, the manager at Carlson Wagonlit, at 239 Charlotte St., Peterborough, said "much of (his) business is referral from happy clients" and he "would urge people looking for a new agent to look at how long the agency has been in business, and whether or not they have kept up to date with the times."

Linda Goodyear, owner of Goodyear to Travel, says, "people looking for a good agent should call Goodyear!"

Other than that, Linda says the best way is by word of mouth. Once you hear of an agent, go into the agency to see if your personalities mix; ask if the agent has done a lot of traveling, and what type of clientele they specialize in.

Remember though, you’re asking a professional to do a lot of work on your behalf. Don’t let the agent spend hours on your needs, and then book somewhere else just because it is cheaper by a few dollars. It is cheaper because the el-cheapo agent didn’t have to spend any time researching.

Melissa Harvey, of Goliger’s Travelplus, puts it this way: "Treat your agent like you would your mechanic and plumber; if you do find a cheaper price, at least let them try to compete."

And why do you need a sense of humor? Because when you travel it isn’t like home or when the guy sitting next to you says he got his trip at the last minute for half what you paid.