It's time to set the record straight about travel agents.
Yet again, an article has targeted the credibility of travel agents in today's tech-savvy society-and then it went one step further, insinuating that travel agents weren't being straight with clients.
In a recent post on CheatSheet.com, author Barri Segal suggested that readers could learn the "No. 1 Secret to Cheap Travel That Your Travel Agent Won't Tell You."
While travel agents are in the business of being the number-one source of affordable travel for their clients, the article instead proceeds to make a number of false claims about agents and the way they do business. Segal insinuates that agents are incapable of booking flights for all airlines, that they should only be used for milestone events and even suggests that travel agents are trying to make money off of travelers who have experienced a loss.
The folks at ASTA have weighed in as have travel agents and industry leaders, including Mark Murphy, president and CEO of TravelPulse's parent company, travAlliancemedia:
"Real journalists at real media outlets understand what we've known for decades," said Murphy. "The traveler decides where the value is when it comes to booking travel-with more and more travelers turning to travel agents than ever before."
"All this author had to do was spend a few minutes doing actual research and she would have discovered the reasons why travelers use travel agents and the value they deliver," he added. "Instead, she chose to reference false and misleading articles while attributing statements that were completely untrue to other outlets."
ASTA took the time to respond to each claim made by the author to showcase the falsehoods in the story.
"We would have been glad to speak to CheatSheet about the real facts surrounding our industry," said Erika Richter, ASTA's director, communications.
"In the end, consumers decide. Last year, U.S. travel agents of all kinds sold $86 billion in air sales alone, in an intensely competitive marketplace where clients can (and do) take their business elsewhere if they feel ill-treated. They must be doing something right."
It's true. Recent headlines in major media outlets have largely favored travel agents and touted their services.
For example, in a 2016 article in Fortune: "Travelers Are Embracing Human Travel Agents Again."
"Style bible Vogue declares travel agents are now 'travel designers' and back in fashion," wrote Lonely Planet last July.
"Why travelers are returning to travel agents," was the headline in USA Today.
Even the coveted, tech-savvy millennial generation can't resist the convenience and cost-effectiveness of a personal travel planner, according to Travel + Leisure's article "Millennials Are Relying on Travel Agents in Record Numbers," from August 2017.
And in case some might think booking on their own was the cool thing to do, NBC News set the record straight on that myth back in 2016 with an article: "Online Booking Is, Like, So '90s: The Humble Travel Agent Is Making a Comeback."
Needless to say, CheatSheet's story has sparked outrage from the travel agent community, who work long hours to provide invaluable services to their clients.
"The article referenced above is not only inaccurate but insulting," said Olga M. Ramudo, president and CEO of Express Travel in Miami.
"The writer should have taken the time to do some research among satisfied customers that have been serviced by travel agents throughout the years and who have received expert advice, customized itineraries, suggestions on the best itineraries, assistance and support when a problem arises, an advocate on their behalf, cost savings suggestions and so much more," added Ramudo.
Ramudo noted that there are a lot of things Segal could have learned from speaking to an actual travel agent for the story:
"In addition to offering policy compliance to our corporate customers, companies receive cost-savings reports substantiating the thousands of dollars they save by using our company as their travel agent. Some of our customers have been with us for 16 years or more. This makes me think that they are satisfied with what we have done for them," she said.
If you are looking for a great travel agent, ASTA has some tips for choosing the right one:
-Make sure the agent is a member of the American Society of Travel Agents
-Ask for references from other customers
-Talk to the travel agent about their specific destination expertise.
-Make sure the agent is someone you enjoy working with.
-Ask about any service fees up front.
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