Travel Notes: Travel service expectations on the rise

Has technology changed human nature so that people no longer require a smile or the sound of a voice from someone trying to help them have a successful business trip or vacation?

Consumers are filing a record number of complaints this summer about cancelled and delayed flights. Airlines must decide whether they are in the business of selling commodity airline seats, or if customer service matters. If so, they have no better ally than travel agents. If you have questions, need to make a change, or just need advice, professional agents with all of their resources will beat a machine every time.

For most of us our vacation or business travel goal is simple: We want a trouble-free trip that fits our budget. Figuring out all the specifics to accomplish that goal is more confusing than ever.

A knowledgeable, thorough travel agent can help you with every concern of your trip and help you accomplish your goal. Agents can compare the offerings from all airlines and find what best fits your needs. Beyond reservations, agents have information on everything from inoculations to visas, to currency, to theater tickets.

The principal source of income for an agency is the commission paid from suppliers such as cruise lines, hotels, tour companies, airlines, etc. Therefore, the agent's services to the traveler are for the most part free. However, the 1978 deregulation of airlines caused changes within the industry. Many agencies charge professional fees for their specialized advice or have service charges to offset the cost of providing a service for which they are not otherwise adequately compensated.

Since agents sell the majority of travel products, they are more likely to know which good deals are available when you want them. They may also have access to discounts not available to the public, based on their volume with suppliers, or membership in professional organizations. In short, a good agent doesn't cost you more; he or she will cost you less by saving you time, money, and getting you more value for your money.

I was recently reminded of common misconceptions of "small vs. large" and "local vs. national" when I went to two of the mega office supply stores, looking for a ribbon for an older-model cash register. In both stores I was directed to an aisle when I inquired where I might find the ribbon I was looking for. After spending 15-20 minutes looking for the particular model number on the row after row of ribbons, I gave up. It was interesting to note that the ribbons offered were exactly the same in both stores (although the prices were not). I decided to try a smaller, local store. When I entered, I was greeted by a saleseman. He actually walked me back to the correct area and found what I needed. The price was less than at the two other stores.

Remember: Without a travel agent, you are on your own.

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