Travel Notes: Internet redefines role, importance of agent

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Imagine you've saved to take your dream vacation for months and now must choose from among countless tour packages. |ret||ret||tab|

With so many choices and even more questions, anyone who's ever tried booking a vacation knows how exhausting it can be. Now imagine you have no one to ask. It's just you and a computer screen, and your only option is to plug in numbers and dates.|ret||ret||tab|

There is no denying the Internet has had a huge impact on the travel industry. Studies continue to show that while consumers use the Internet as a source for travel information, when it comes to purchasing travel products, they turn to their travel agent for help.|ret||ret||tab|

In a virtual world saturated with purchasing options and promises of great bargains, consumers are overwhelmed. How do they know a "can't miss" offer is really legitimate? Where can they go for honest information and expert travel advice?|ret||ret||tab|

It turns out that even the most computer-savvy travelers are loyal travel agent users. A computer cannot replicate agents' personal touch and expertise.|ret||ret||tab|

Travel agents spend a lot of time trying to help people fix online "bargains." The American Society of Travel Agents surveyed its members about the 10 most common complaints their clients have when "going it alone" online. They are:|ret||ret||tab|

Booking the wrong date or the wrong time|ret||ret||tab|

The client's credit card is denied but they are not notified|ret||ret||tab|

No assistance with changes or refunds|ret||ret||tab|

Unable to get the advertised fare of the quoted price|ret||ret||tab|

Don't understand rules and restrictions|ret||ret||tab|

about reputation of company|ret||ret||tab|

more than necessary|ret||ret||tab|

No provision for special requests|ret||ret||tab|

Price quoted did not include taxes|ret||ret||tab|

Time-consuming and confusing.|ret||ret||tab|

Travel agents can give travelers the peace of mind that comes with knowing they're getting the trip they want for the lowest possible price. Agents provide information while saving the consumer time and money.|ret||ret||tab|

Travel agents represent the consumer, not travel suppliers, so they screen products before making recommendations. |ret||ret||tab|

The Internet has helped consumers and travel agents become better educated about available travel products and has simplified price shopping. Travelers can get up-to-date looks at hotel rooms and train cars without leaving their homes. |ret||ret||tab|

Many newspapers also have Web sites, with local information on their destination from movie times to religious services to museum exhibits.|ret||ret||tab|

Travel agencies of all sizes are now doing business online. Many have developed informative, attractive and user-friendly Web sites. |ret||ret||tab|

Agents have been using the Internet to better serve customers by staying on top of industry news. They can also access up-to-the-minute retailer information on specials, distressed inventory and much more from association, supplier and franchise Web sites.|ret||ret||tab|

|bold_on|(Linda Strait is president of House of Travel Inc., a full-service travel agency in Springfield.)|ret||ret||tab|

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