These days with the internet, phone and email, knowing whether the travel agent you're working with is good or not requires a whole different set of criteria. Long gone, or just about, are the days of walking in to a travel agency and sitting down with someone planning your trip. With the ease of finding information online, email and 800 # many people now book their trips with travel agents in another city or state. Even when booking with someone local they still manage to do most of the planning over the phone and via email.
Since the way we plan our vacations have changed, so then should the way we measure how well our travel agent is doing.
Although things aren't always black and white here are some signs to look out for that may signal it's time to fire your agent and find a new one.
1. Do they return your phone calls?
If they do not return your calls in a reasonable amount of time or when they say they will, this is a sign they will not provide the level of service that you deserve.
Sometimes people do make a mistake or perhaps they are involved in a time sensitive issue, if it's the first time this has happened, give the agent a chance to explain and see if it happens again.
2. Do they respond to your emails quickly?
This is something that should be done quickly since most agents are at their computer all day and should be checking it often. If you have to wait more then 1 day, this is a bad sign. The exception would be when you sent the email. Did you send it at 6:00pm and they leave at 5:30pm? Also, keep in mind the day of the week. While many agents do work on the weekends, some may not, or may not every weekend, so if you are emailing on a Saturday or Sunday, give them until the next business day to respond.
3. Do they answer your questions in the email?
This can be frustrating if you have emailed the agent several questions and you only have one or two answered. This may mean that your emails are not being read completely and if you are communicating this way, important information may be lost or not given.
4. Do they ask questions about your likes and dislikes?
If this is your first time with the agent, they need to know what sort of things you like and are interested in so they can suggest the best product for you. This is true even if you ask about something specific. Maybe what you would like would be something different then you thought.
5. Do they ask questions about past travel, if you or your traveling companion has served in the military and similar questions?
This indicates they are looking for opportunities for you to qualify for discounts the company may be offering.
6. Do they explain the prices?
It's important to know the bottom line and helpful to know how they arrived at the figure. Does the agent give you a total with taxes and other fees and break it down for you so there are no surprises? Some agents may give you a price that doesn't include mandatory items such as taxes and fees so their prices seem lower. Watch out, once you book you may end up paying more then you bargained for.
7. Do they only push one product?
There are companies that offer bonuses and other incentives to travel agents for selling their product. If your agent quickly recommends one product without going over your needs and doesn't want to talk about anything else, watch out again, your interest may not be what is driving them.
8. Do they have the answers?
With so many products, and accommodation types and destinations, it's unfair and unrealistic to expect your agent to know the answers to everything off the top of their head. If they do not know something do they tell you they are unsure and they will find out and get back to you and they do? If they tell you something you know isn't true or they say they don't know and leave it at that, this is another sign the agent isn't your best choice.
9. Do they follow up after the trip?
Most agents should follow up with you after your return home. This shows an interest in your feedback and a desire to work with you in the future. It is also an important tool for them to use when recommending the product to another client.
In the end, you have to go with your instinct to decide if the agent you're working with is the best one for you. Getting referrals from friends is a great way to select a travel agent, they have already proven they do a good job and the fact that an existing client referred you means they have to work doubly hard, to not only satisfy you but show their referral was warranted.