Travel Agent vs. DIY Travel: Which is Better?

Travel Agent vs. DIY Travel: Dispelling the Myth That You Always Need a Travel Agent

When planning travel, plenty of myths can adversely affect your travel decisions.  For example, you may have heard that traveling to XYZ is unsafe, yet it may be one of the safest places in the world.  Or, you may have read on the internet that public transport should not be taken in foreign countries. The simple fact is that the public transit systems (subways and buses) are much better in most countries than in the US.  Or you may have heard that the whole world speaks English. This is false, so make sure you have the Google Translate app on your smartphone. 

However, the number one myth that needs to be corrected is that you should always use a travel agent vs. DIY when traveling abroad. Granted, there are times when using a travel agent can be advantageous. However, most international travel can be handled by following the DIY Travel guidelines highlighted in our Ultimate Guide for DIY Travel.

Travel Industry Has Changed

The travel industry and the world of travel planning have changed a lot here in the twenty-first century, ever since the introduction of the Internet. Online travel services have replaced Travel Agents, who used to be critical for planning, getting an airline ticket, hotel room, and organizing your trip. Airlines, hotels, and almost everything else in the travel world are now easily accessible directly through their website or an online travel agent.

Trip-planning websites, such as Trip Advisor, are a great source of traveler feedback on the best things to do in a foreign country. Travel blogs, such as Cosguide4travel.com, can also be excellent sources of information. Artificial Intelligence (AI) is becoming a significant feature on many travel planning sites.

Traditional travel agencies, such as Carlson Wagonlit Travel (now called CWT), have been forced to change their focus to stay in business. The main reason for this disruption is that the Internet and other factors have reduced the size of commissions that the carriers are willing to pay to the agencies. The only significant commissions still being offered are primarily between the cruise lines and the travel agencies. Thus, most traditional vacation travel agencies (e.g., AAA) focus on selling cruises.

However, a travel expert will tell you that travel agents are helpful for the following four main reasons:

1. They can save you money and a lot of time, find better fights, or get you the best deals and additional travel benefits.
2. They can handle all the details, including specific requests.
3. They can provide local expertise.
4. They can help troubleshoot issues.

While these four points may be valid, here are the counterarguments:

1. A professional travel agent can sometimes save you money by finding special offers. This might happen on a trip component where they can get the cheapest prices. However, the travel agent usually costs more when it comes to the overall cost of the trip. In addition, once you get good at DIY Travel, you will find that planning a trip doesn’t take that long. Usually, you can find a better deal, better flights, or a better hotel room.
2. Travel agents sometimes charge upfront service fees for simply using their service. Your hard work will often result in the best value, and you may find better exclusive deals. 
3. Travel agents can handle all the details, but you may want to use your personal touch and decide on your own trip details. Many people, like the author, find planning to be a large part of the fun of travel. They enjoy diving into the world of travel information. Ensuring that your personal preferences are included in travel plans is better done by yourself. 
4. A good travel agent with years of experience can provide local expertise if they have been where you want to go. Most can’t. On the flip side, doing your own research on the Internet, YouTube videos, and social media can quickly give you even better local knowledge and lead to a better-informed decision. If you need more local information, DIY Travel will help you hire local guides.
5. A good agent can help troubleshoot an issue. Experience supports this point and is particularly helpful for flight delays with complex itineraries involving multiple connections and destinations. A travel agent can provide peace of mind. However, if traveling to popular destinations, there is hardly ever a reason to use a travel agent. 

When is the Best Time to Use a Travel Agent vs DIY?

First, we believe there are situations when a travel agent can get you additional benefits at a hotel or resort that DIY Travel may not. This includes a late check-out, an early check-in, room upgrades, or a free add-on service.  Such benefits are available when booking through American Express and using their Fine Hotels & Resorts program.  The Chase Luxury Hotel & Resort Collection offers similar benefits when booked through the Chase Travel Desk.

Secondly, a travel agency can be helpful when booking a very complex trip to a foreign land, such as a custom safari, or when traveling to an area that may be difficult to book on your own.  In some countries with little regulatory oversight, transport services will overcharge when booking directly without a knowledgeable agent.  This is an excellent example of how an agent can save you from overcharging.

In addition, it is usually beneficial to use a travel agent when booking a cruise. A cruise line is the one travel component where the travel agents still get substantial commissions for booking the trip. As a result, the agent can usually offer the customer something in kind. Cruise with Points by Marriott Bonvoy is a good example where you can get 5x extra Bonvoy points for booking through their travel agency.

Should you Consider Booking Through Online Travel Agencies?

Many people today use an online travel agency instead of traditional travel agents. Today’s biggest travel companies are online travel companies such as Expedia and Booking.com. Hence, the real question is, “When should you use these online travel companies to make a booking?” 

These companies are great for finding the lowest-cost travel alternatives, and they can even offer bundled travel solutions that might save you additional money. But often, booking directly with the airline, hotel, or car rental company can result in extra savings you might not get with the online travel agent. 

In addition, if you hate to talk to call center agents with any company, sometimes you will need to have that conversation. Unfortunately, online travel agent companies do not have the best call center operations. This can become particularly troubling when canceling or changing reservations. You cannot work directly with the carrier or hotel if you have booked through an agent. 

Therefore, DIY Travel recommends booking directly with the airline, hotel, or car rental company when possible. The exception is an international reservation when the carrier or hotel chain is unfamiliar. In those cases, booking through an online travel agent may make sense.  

Chapter Summary/Key Takeaways

The key takeaway from this chapter is that while there are definite times when using a travel agent will benefit you as the traveler, those times have become less frequent as the Internet and AI become more prevalent and DIY Travel planning tools have become the industry standard. Airlines, hotels, tours, and car rental companies all incentivize you to book directly with them. Their websites and phone apps make this easy.