Local agents feel impact of online travel service

Local travel agents consider widespread use of the Internet a win-some, lose-some situation.

More people are using the Internet to research destinations and airfares, but many people are still leery of giving out their credit card information in cyberspace.

"Some people will go ahead and book airline tickets on the 'Net, but many will do the research, then call their agent to see if the price is right and the deal is as it is advertised," said Sara Krutsinger, co-owner of the travel group.

Donna Cambridge, owner of Chesterfield Cruise & Travel Agency, said travelers who like the Internet are often people who like the advantage of doing business at all hours.

However, while the Internet is a competitor in a way, a lot of older people do not like to give out their credit card information online and will still seek local advice before booking a tour, Cambridge said.

Krutsinger agreed. She said the Internet has taken some customers who are willing to take charge of their own itineraries, but only to a small degree.

Mature travelers are usually business- and customer-service-oriented, Krutsinger said. They are still looking for personal service and want someone to turn to if a problem arises.

Lisa Powell, co-owner of Sunshine Travel, said she has heard horror stories from customers who have learned the hard way that they have no recourse when dealing with an unknown entity on the Web.

Some have not gotten exactly what they wanted and have been dropped within a 200-mile radius of their actual intended destination.

Others have found the price is not as advertised, or they were not fully informed of all the rules and regulations involved, Powell said.

Many of Powell's customers use the Internet to do their own research, then ask her to check it out and get the details.

"It's a plus for us if they've done their own homework," Powell said.

Sharon Bankson, leisure agent for Outdoor World Travel, a division of Great Southern Travel, agreed.

The Internet can have a positive impact on local travel agencies since people can do their own research and have a better idea of what they want when they contact their agent, Bankson said.

Travelers sometimes go ahead and book a trip online, but some have come to realize that, through the Internet, they don't have an agent to rely on if something goes wrong, she said.

Problems are tough to solve with no one to intervene for the customer, Bankson said, adding that the individual does not have the clout of an agency to bring pressure to bear on the vendor.

Sandy Ward, office manager at Uniglobe Emerald Travel, said the Internet has hurt local agencies somewhat, but not overall.

"You lose some, but you also gain some," she said.

Travelers use the Internet most frequently to book airline tickets, but when it comes to package deals, they usually prefer the security of using a local agent, Ward said.

She added that most travel agents use the Internet for research, but not for booking vacation packages. The travel agents instead go directly to the vendor to make sure all information is current and correct.

As part of the Uniglobe franchise, Emerald Travel is listed on the Web site set up by the franchiser. Emerald receives credit for customers who book through the site listing, Ward said.

Chesterfield Cruise & Travel has tag-on ads on various Web sites through major agencies, Cambridge said.

These ads generate some interest, but most of the agency's customers still like to walk in and do business in person, she added. Sunshine Travel has not yet used the Internet for advertising, Powell said.

"As an established firm, we primarily rely on repeat business and word of mouth," she added.

Like other travel professionals, Powell said, she realizes the Internet is here to stay, and she does not discount the possibility of developing a Web site in the future.