When planning a trip, whether for leisure or business, choosing the right travel agent can make all the difference between a great or a disastrous trip.
Here are six key questions to ask yourself and/or the prospective travel agent to help decide whether he/she is trustworthy, reputable, and well-suited to your individual travel needs.
For some, a one-size-fits-all travel package will do just fine. But for more discerning travellers, those with special needs and/or preferences (i.e. eco-conscious, gourmet-orientated, etc.), or those travelling to celebrate a special event (honeymoon, anniversary, etc.), travel can be a highly personal experience. For these travellers, a trusted travel agent needs to understand and cater to specific needs and preferences. Here are the three most important areas where personalisation matters when it comes to selecting a travel agent:
A travel agent who takes the time to understand your interests, travel style and budget can create a customised itinerary that perfectly matches your expectations.
Whether it's booking a specific type of accommodation, arranging accessibility for mobility-impaired travellers, special dietary meals or organising unique experiences, your travel agent should be on top of all special requests.
A personalised service also means the travel agent is accessible and responsive to your needs throughout the planning process and during your trip. If a prospective travel agent’s communication is poor from the get-go, it’s probably best to ditch them straight away!
Niche travel agents specialise in specific types of travel, such as adventure, luxury, honeymoons/weddings, sporting trips, incentive trips, family holidays and more. Here’s how a niche travel agent's expertise can benefit you:
Niche travel agents often have in-depth knowledge of particular destinations, enabling them to offer unique experiences and access to exclusive locations.
Whether you’re interested in culinary tours, wildlife safaris or cultural immersion trips, a niche travel agent can tailor the experience to your specific interests.
Niche travel agents can also arrange specialised services, such as private guides, unique accommodations, special mobility access, honeymoon, anniversary or wedding services and other bespoke services and activities that align with all the very specific needs of your trip.
Professional travel agents typically charge fees for their services, and understanding these fees is crucial to ensure a good fit. Always check that the travel agent offers:
A reputable travel agent should provide clear information about their fees upfront, including any service charges, booking fees and/or or commission structures.
While some agents may charge higher fees, they may offer added value in terms of exclusive deals, upgrades and personalised service, which make the fees very worthwhile. Always be upfront and ask what services you can expect for the fees charged.
Before committing to a travel agent, it's crucial to ask the right questions to determine if they're a good fit for your needs. Here are some essential questions to ask:
It's important to choose a travel agent with expertise in the region you're planning to visit. They should be knowledgeable about the best accommodation, attractions and travel tips specific to that area.
Positive feedback from previous clients can give you confidence in the agent's abilities and reliability.
Understanding the travel agent's policies on cancellations and refunds is essential to avoid any unexpected costs or inconveniences.
A good travel agent should have a solid plan in place for dealing with emergencies, such as flight cancellations, lost luggage and/or medical issues.
Online reviews and recommendations can be valuable tools in finding a trustworthy travel agent. Here’s how to do your homework to vet a prospective travel agent:
Look for reviews on various platforms, such as Google, HelloPeter, Facebook and reputable travel forums, to get a well-rounded view of the agent's reputation.
Pay attention to recurring themes in the reviews, whether positive or negative, to gauge the agent's strengths and weaknesses. For example, one or two “Karens” complaining about insignificant issues (i.e. “The beach was too sandy in Mauritius” or “The food was too spicy in India”!) should be weighed fairly against 10 other positive reviews about the travel agent’s actual service.
Don’t hesitate to ask friends, family or colleagues for travel agent recommendations based on their own positive experiences.
Not all travel agents are created equal! Aside from checking the agent’s reviews, always ensure the travel agent is a member of the Association of South African Travel Agents (ASATA) and/or a member of a reputable travel agency group, like the Sure Travel group, as this will eliminate a lot of “fly-by-night” operations. In addition, look out for warning signs that may indicate a travel agent is not the right choice. These include:
If a travel agent is slow to respond or fails to provide clear answers to your questions, it could be a sign of poor service.
A good travel agent should offer a range of options to suit your needs. If they only push specific hotels or packages, they might be more focused on their commission than your satisfaction.
Again, always make sure the travel agent is accredited by recognised industry organisations, such as ASATA, and is able to issue air tickets in accordance with the International Air Transport Association (IATA).
For example, all Sure Travel Agencies are ASATA members and IATA credited via the group. In addition, the Sure Travel group is the oldest travel agency consortium in southern Africa – founded in 1979 – and has a longstanding reputation of solid service with member agencies in South Africa, Namibia and Botswana. Moreover, the Sure Travel group’s current CEO, Vanya Lessing, was previously the CEO of ASATA.
With the rise of online travel agencies, travellers now have the option to choose between digital and traditional in-person travel agents. Here are three key factors to decide which is best for you:
Online travel agents offer the convenience of 24/7 access, allowing you to book trips from the comfort of your home. However, in-person travel agents provide a more personalised touch and face-to-face interactions, which can be reassuring and provide more accountability. Moreover, the best in-person travel agents have direct contact numbers in case of emergencies, which is far more valuable than a 24/7 chatbot when things actually go wrong while on the road!
While online platforms are great for straightforward bookings, reputable and experienced in-person travel agents have deeper knowledge and can offer insider tips and advice, in addition to having access to exclusive deals from travel suppliers.
Online travel agents might seem to offer lower prices due to fewer overhead costs, but in-person travel agents can often negotiate better deals and upgrades based on their relationships with travel providers. Importantly, booking direct via various travel suppliers (flights, hotels, car rental, tours, etc.) is usually pricier than booking an all-in package via a trusted travel agent.
While DIY travel planning has its appeal, booking with a reputable travel agent offers three distinct advantages:
Reputable travel agents bring years of experience and insider knowledge, which can lead to better travel arrangements, more accurate recommendations, more reliable service and better assistance should anything go wrong while on the road (i.e. flight cancellations, emergency evacuations, medical emergencies, etc.)
Planning a trip can be time-consuming. A good travel agent handles all the details, from booking flights to arranging excursions, allowing you to focus on enjoying your trip.
Due to their partnerships with travel suppliers (airlines, car rental companies, tour operators, etc.), the best travel agents often have access to exclusive deals, upgrades and amenitiesthat you might not find on your own.
In the event of travel disruptions, a trusted travel agent can provide immediate assistance and solutions, giving you peace of mind during your journey. In addition, the best travel agents will always encourage clients to purchase travel insurance. It’s a relatively minimal extra cost to pay, but should you need it when things go wrong (as they often can), this small extra expense will save you huge extra and unbudgeted-for expenses.
Sure Travel is the oldest travel agency consortium in South Africa. All our members are accredited by the Association of South African Travel Agents (ASATA) and ticket via the International Air Transport Association (IATA). While all Sure Travel agencies provide expert travel advice, several agencies specialise in niche travel, from corporate travel to incentives, cruises, islands and more. Find your nearest Sure Travel Agency here.
