Booking travel: online travel site versus travel agent

A few years ago no one booked a vacation on their own, they would call a travel agent to do it for them. Why? Because travel agents could get them better deals on travel than they could get themselves. They knew the travel agents were taking a commission on the travel, but when they are saving you money, you do not care. However, today, travel is different. Travel agencies are slowly being replaced by online brokers, and website travel agents. So, which is better?

Let's take a look at online travel sites versus travel agents:

What exactly is the difference is between online travel services a travel agent?

The fares are cheaper if you book online not through a travel agent:

Expedia, Orbitz, and Travelocity claim to offer the best price.sometimes even guaranteed. Other online travel sites offer to beat any price or to match it. The fact is that such sites really can beat the price offered by travel agents. These new sites have put many a travel agency out of business, and claim to have conquered the consumer base by offering quality product at a lower cost. The volume done by these sites is said to make up for their marginal profit. They can offer great discounts, and you do spend a lot less when you book travel through them.

You get more control over your trip when you book on an online travel site than when you book through a travel agent:

A travel agent often takes control over your trip. They will get the details of what you want from you, and then take matters into their own hands booking your activities, flight route, etc. This is really nice for the person who does not want to have to worry about the details, but for many people, having the control over where they go and when is important to them.

Some online travel sites will still plan everything, but few web-based agencies provide such customized service, although many do offer phone support that can help with straightforward problems and helping you plan things.

If you want the ultimate control over your trip and are willing to invest the time, the Web could be the way to go. You save money and you can control your own trip.

There is a higher chance of being bumped flights when you use an online travel site:

Believe it or not, if you are going to book your flight through an online travel site instead of through a travel agent, there is a higher chance of being bumped off your flight. The reason why is that when you call your local travel agency and ask for a price quote on package, chances are you can get the same package for $150 less, but there is a difference. So what is the difference? The travel website will assure you that it is the same package, and the truth is that it probably is the same package and the same flight. In fact, they will probably even give you the exact same flights. But when you book with Orbitz or Expedia, they often do not take the seats off of the availability list immediately like travel agents do. This makes it easier for your flight to be over sold. And because your seats were the last tickets to be issued, you will be the first travelers to be bumped on an overbooked flight. That does not make for a very fun vacation.

You may get the same hotels, but not as good of hotel rooms when you use an online travel site:

A lot of times you get a hotel room booked in the same hotel that you would get from a travel agent, but your hotel room will be in a "less requested area". This means that while your room will be the category promised, and you'll have an ocean view, you might have the ocean view room next to the ice machine or the ocean view above the resort night club. Maybe it is in the only wing that did not receive renovations.

With a travel agent you get better customer service:

Let's say you book the hotel room with ocean view through an online site, like is mentioned above. And, let's say when you get to the hotel you discover your room to be lacking, the help desk with the internet travel sight can do nothing to help you, if you even get through in the first place. Usually the resort or hotel won't do anything for you because they sold you the room at a discount because it is the room that it is. So, the fact is that you get an unfavorable room, and no one willing to help you. However, a travel agent would be on the phone doing their best to get that remedied, and most of the time, take preemptive measures so that problem does not occur in the first place.

Some prices are deceptive when you book through an online travel site:

Online travel sites are proud that they save you money. They claim to make this possible by selling large volumes of travel (such as a price club) and by taking a smaller commission on these sales. However, while there is truth to this, they often make their money through people who cancel or do not travel, as most of the time there are no returns. Also, when you book your package, the price may not cover a number of other fees, such as a daily resort fee, an out of state car fee or some other taxes and fees that are asked to be paid at the airport, resort or cruise ship. So, the fact is that you do not always save as much as you think. Travel agents include all of these things in their pricing. So there are no hidden costs.

Most trips booked with an online travel site are non-transferrable, non-refundable:

We just talked about this, yet the fact is that when you book online, you better be able to go or you will probably lose money. Depending on which site you book with, small changes to your itinerary can cost you between $50 to $100. Most travel agencies offer a travel insurance that covers you and your travel companions if you should have to cancel for a medical or personal emergency. Should you have to cancel your internet trip, you might get less than half of the total cost of your vacation, or none at all. Or you will pay huge fees for insurance that covers you if you cancel.

The internet is a beautiful thing, and can save you a ton of money, but for travel arrangements, it is not always as good as it seems.

Not as good of customer service when you use an online travel site:

Your local travel agent is there to offer the customer care and customer service. This is great when you are traveling abroad, but also when you stay in the states. When it comes to planning a luxury travel vacation, you are truly better off using a travel agent. Customer service is going to make a big difference in how great your trip will be. You will be guaranteed your place on a plane, that you will love your room, and problems will be dealt with by your agent, not you. A travel agent will fight the battle to reschedule your plans at the lowest cost possible should they need to be changed, and more. Travel agents are not focused on quantity, but quality. In this day in age, travel agencies stay afloat with their repeat clients, who swear by them, not by the amount of trips they sell. So travel safe, not sorry, with a travel agent.

Is it better to turn to a travel agent, who often has the expertise and the connections to resolve problems and book complicated itineraries? Or to save the agent's fee and book online, where customer service may be the weak link? This is a choice you have to make.

Of course, every travel agent is different, and will offer you differing levels of service, so how do you find a travel agent that is going to be good enough to warrant the extra cost of booking through them versus booking through an online travel site?

The following are a few simple suggestions for how to go about getting a good travel agent:

Ask around. Word of mouth is often the best way to get a good agent. A recommendation from a friend or business associate who has gotten happy results from an agent is one of the best ways.

Through its web site like www.travelsense.org, the American Society of Travel Agents (ASTA) can put you in touch with agents who specialize in the destinations or type of trip you are planning. If you want, they can direct you to ASTA members in your area.

Or by using an upscale, exclusive type site, like Virtuoso and Ensemble that offer specialized service; contact them at www.virtuoso.com, 866-401-7974; www.ensembletravel.com, 866-350-7460.

To sum things up:

Use online site for the following:

• When you just want a plane ticket.
• When you want a chain motel.
• If you want a last-minute travel package where you're not picky about the hotel or a basic car rental.
• You are looking for a basic trip.
• You want the cheapest price available.
• You are making a simple booking.
• You want maximum control over your itinerary.
• You don't mind spending hours on travel research.
• You are reasonably savvy about travel.
• You want to avoid paying an agent fee.

Use a travel agent for the following:

• If you're looking for experience, convenience and personal service.
• If you are going to off the path locals.
• If you are booking a tour or a cruise.
• If you have a complicated itinerary.
• If you want upscale flights and lodging, special amenities or out-of-the-ordinary experiences.
• If you want a customized experience.

So should you use a travel agent or use the Web? What it boils down to is this: Online, it's cheaper, but it is buyer beware. With an agent, you've got somebody on your side, but for a price.

It's your call. Figure out what you want from your trip, how you want to travel and how much you want to spend, and take it from there.