Issue link: http://digital.canadawide.com/i/406441
10 g o i n g p l a c e s | w i n t e r 2 0 1 4 steven p. hughes Agent Versus Internet Why travel agents still matter in the age of online booking by Jeff Bateman T he Internet has made us all virtual mas- ters of our own online destinies, and that includes the convenience of book- ing flights, hotels and holiday packages with a few keystrokes. Even so, today's generation of travel agents have in no way lost their status as essential go-to experts who can set the table for the best travel experiences possible. "There will always be a vital role for pros who know the business inside out and can ensure all the dots are connected for a hassle- free holiday," says Marco Pozzobon, communi- cations director for the A ssociation of Canadian Travel Agencies (ACTA). "Without an agent, you're on your own and operating on faith and trust minus the safety net." While online bookings for flights and accommodations are reliable enough in most cases, CAA Manitoba travel agent Kathleen Hornshaw says it's equally easy and far safer to sit down with a travel professional to work out the fine points of any trip. Agents help clients match holiday expectations with realistic bud- gets, she says, then do the heavy lifting in terms of reservations, airport transfers, group arrangements, insurance, special needs, essential documentation and much more. "It's our job to get the details straight and the bases covered, and we take pride in getting it right." Following are the many ways agents such as Hornshaw can trump the online experience: Research assistance: CAA travel agents are certified travel counsellors through ACTA – a designation achieved through experience and continued education in travel products and destinations. Also, thanks to familiarization trips and their own frequent holiday outings, most agents have extensively travelled the world. Indeed, they spend their lives writing their own renditions of the Hank Snow classic "I've Been Everywhere," and each has a wealth of insights into their own travel passions. (In Hornshaw's case, that includes the latest on European river cruises and the thrill of the chase when following the trail of Sherlock Holmes in London.) Eager to share this "been- there" expertise, agents are adept at helping clients hone in on experiences, hotels and destinations that will match expectations. Itinerary building: Ask and you shall receive. Watch agents shine as they assemble day-by-day holiday agendas complete with multiple reservation confirmations. That's days of research and poring over tourism web- sites – which are often packed with wildly con- f licting views, opinions and sometimes misleading photos – off your plate. Insider advantages: When it comes to bot- tom-line pricing, agents call on their industry clout, connections and understanding of sea- sonal policies to deliver affordability. ey have the tools and technologies needed to compare and find the best deals and offers. So while travel agents may charge a fee for their service, consumers end up saving in the long run. Information central: Paperwork is a make- or-break factor for stress-free holidays. It's a surprise to some travellers, for instance, that European and Asian countries require that Canadian passports be valid for three to six months following a trip's conclusion. Agents take the guesswork out of visas, medical/can- cellation insurance and international driving permits. ey're also go-to authorities on cur- rency, local customs, safety issues and airline schedule changes. Emergency assistance: If things go hay- wire, agents will ensure their clients are equipped with the right insurance and call- centre backup to navigate cancelled reserva- tions, missed flights and lost baggage. In the event of large-scale disasters, such as earth- quakes and floods, agents immediately get busy tracking down their clients and making sure they're safe, to the relief of friends and family back home. e Internet is a miraculous tool for travel R&D, affirms Hornshaw. But when the art of pre-planning hits the reality of the road, travel agents gamely step up to the plate. "It's an honour to win the trust and loyalty of my cli- ents," she says. "Planning a vacation is an art. And I'm delighted when I can help folks get the most from their travel dollar and they are posi- tioned for the best possible experience." GP Travel SmarTS CAA Travel has more than 25 dedicated travel consultants. From Disney diehards to Europe experts, come find the right agent for your next trip.