What is the point of travel agents?

[TedLife]

Have I misunderstood the purpose of travel agents in 2026? They can’t just be for people who don’t know how to book online surely, there has to be more of an offering?

I’m so annoyed by what I’ve just experienced. Family of 4, kids aged 5 & 7. Looking to go on our first sunny family holiday. I have criteria e.g budget, under 4 hrs flight time, all inclusive, 4/5 star, kids activities etc but not bothered about where we go specifically. I thought I’d pop into our local Tui shop and ask a travel agent which I haven’t done probably ever in my adult life. Surely this is the point of them? They are knowledgeable about the holidays they offer, best destinations etc and can recommend somewhere that would suit.

I was met with a blank stare from the girl there who proceeded to search the Tui website in front of me, clicking on a couple and saying “this one is popular” with no further info as to why. After 5 mins of this and more blank stares, I suggested maybe I should go home and search on their website myself. She agreed saying “without me knowing what I want it’s hard to find the right thing” and suggesting I come back when I do. Why would I go back if I find what I want myself?? I’ll just book it there and then!

The mad thing is that I had a similar experience (though not quite as bad) 10mins later in Hays!

They say retail is dying but it’s honestly this kind of thing that’s driving it.

I agree.. I so want to support high street travel agents and also shops and banks but so often when I go in they don't have or can't do the thing I want and suggest going online. With Tui holidays are often discounted if you book online, which I understand, but is another disincentive to use the shop

I think for complex or specialist travel eg multi destination and internal travel overseas it would be reassuring to have someone who knows what they are doing to assist with bookings

I bloody love mine, though I wouldn’t use him for a package holiday.

I’ve used him for years, he knows our preferences. I send an email saying “this location, these dates, this itinerary” and he comes back with a fully costed recommendation. He finds the best flight routes for us and some cracking business class prices.

then I say “yes, let’s book it” and pay a deposit and like magic its all done. His systems also track price changes so I’ve had him call me up and say “BA have a sale on so I’ve cancelled your flights and rebooked the same ones for less. You’ve lost your deposit but overall it’s £500 cheaper”

takes me a fraction of the time I would spend getting a less good result.

and if anything goes wrong then he and his team are always available.

we were due to fly to America in Covid. When US borders closed within minutes he was in touch giving us our options which included a full refund. Everyone else know whose plans were cancelled had a nightmare getting their money back.

We had really bad experiences with Trailfinders, similar to what you experienced. I wanted a two location holiday, I gave them the locations and said I am open to alternatives, our budget, our flight preferences and some extra ideas.

They came back with the same things I found online, totally above budget, no ideas what to do as an alternative. They lost a £20k booking.
I went there because a friend suggested them, I think it really depends on the staff in each office how happy they are to dig around.

Tui - I only book online.

But we now booked a tailor made guided tour to Cambodia and Vietnam, lots of back and forth messages with the company, they stayed in budget, moved things around, gave us tips and suggestions, kept to the main points we gave them but told us when it wouldn't work and worked out alternatives.
Yes, that's a holiday we again throw money at, it's a special holiday and I just don't plan to spend hours on the internet researching.

They are great for business travel. Quick email saying “I need to be at X location for an 11am on Monday, staying until 4pm on Wednesday, please book flights and a hotel in walking distance.” And they just do it and bill to my employer.

Never used one for personal travel.

I tried a travel agent who told me they were excellent at booking accessible travel. It was way more stressful than booking myself.

These days I think they are only useful for the rich traveller. A friend (minted) used Audley to book a multi destination trip to Japan. Cost a FORTUNE and I am convinced it didn't represent vfm but he can't be arsed doing it himself so.....

I always use Hays never had a problem they are always helpful. I tell them what I want and then I check on Trip Advisor for reviews. They always get me a good deal too. TBH I haven’t got the time or energy to look myself

Trailfinders have been excellent for us. We used them for quite a complicated 3-centre trip to the US, with DD1 flying back via a different route - I just could not find flights online that did the job. They came up with a great itinerary, with good flight prices, hire car thrown in for free (we did the hotels ourselves). Useful advice on changing terminals, checking through luggage etc. Everything sorted, and there was an actual person on the end of the phone when we had a problem. They couldn't do enough for us.

They also came up with some cracking student flight deals for DD1 on another US trip, which I would never have found.

But I can't see what Travel Agents offer if you are buying an off-the-peg package holiday, or a return flight to Paris.

I think the problem is these are generally youngsters who have zero travel experience. I’ve travelled extensively over the last 25 years and I book everything myself as I probably know far more about the world that those working in the shops with the exception of the likes of some of the high end agency’s where the staff are very knowledgeable within their destination field. Wouldn’t book with TUI or any of the mainstream agents but if you’re planning a complex itinerary then I would use a specialist agency

Our local Hays, most of the staff have been there donkeys years, through the many different changes of company name. They are knowledgeable about different destinations, hotels etc. We used a Florida specialist the first time we ever went to Florida but we do it ourselves now we know where we want to stay etc.

We use an independent one and they are brill. We do a vague search or at least have an idea, if you don’t have a clue how on earth would you expect them to help?

We use Hays and wouldn’t go anywhere else.
In 2022, we lost our nephew in a very tragic accident and were due to go to Italy a few days later. We explained to our local Hays branch what had happened and they not only changed the date of the holiday to the following year with no charge but they also got us a free upgrade. They were so caring and went above and beyond to help us.

Does anyone remember Teletext on TV ! Those were the days lol

We used one once as recommended by someone to us. OMG, it made everything so easy I wish I used them all the time. Or this agent, at least. I doubt it was cheaper though but it was so nice to hand over the trawling of websites.

I travel a lot and usually book myself but I was going to use Trailfinders for a solo long haul trip as I was planning to include some group tours. However I'm now going with a friend. She is flying from a regional airport and we will travel on together. But book our flights separately. Trailfinders seem to be unable to find the flights I need to match hers even though I can find them on the airline website myself. Guess they have lost that booking.

I have just used one for the first time ever (have been to over 60 countries) to book a safari to Africa. She has been brilliant and I am very pleased that she stuck to the budget and plan exactly. It has been eye opening to me but seems like it is hit and miss when it comes to travel agents from what's written above.

I use Ai to plan trips now.

I use AI to plan trips now.

Yes, it takes on all your requirements and responds to queries and amendments, sets it all out in a clear way - quite amazing really. Great for independent travel plans. I think some people want a more personal touch and the feeling that someone will help out if something goes wrong which is what a good travel company does.

For complicated travel with stopovers etc they can be worth it. For single destinations not so much.

DH and I are going on a trip with another couple. We’re travelling separately. They booked their flights via a travel agent and raved about how great she was so I went in. She gave me quotes more expensive than I sourced online and when I later told her I’d booked myself she was rude and said she could have got the same flights cheaper. So why didn’t you?

She also got quotes for car hire double the cost we have booked direct and tried to scare my friend by telling her there would be hidden costs at the counter. And the travel insurance they got through her is twice as expensive as ours and covers the same things (plus I have a pre-existing condition). I think their market is rapidly becoming older people who don’t use the internet and have plenty of money.

We used trailfinders for a big expensive holiday and they were amazing. Normally we book ourselves, but it was reassuring to know that whatever could possibly go wrong, they would sort it out.

I use a Travel Counsellor. She has access to info that isnt available on the standard websites. This summer she booked me a week in a studio apartment in Greece when all the sites I looked at only showed standard rooms

I use an independent travel agent. She has excellent ideas, often knows the hotels, really knows what we want as a family and makes great suggestions. She’ll deal with the most random request and was in hand to help when things went pear shaped - overnight sleeper train cancelled once we were on it. Cue 200 people wandering round Amsterdam Central Station at 9pm needing a bed for the night, and a rebooking for the train - which of course was booked. We ended up going first class - because we’d booked a package through a travel agent, they paid the additional costs - and she dealt with the knock on effects of us being 24 hrs late for everything down the line. Was also no more £££ than booking ourselves!

The lady I have just posted about is a Travel Counsellor too. Really good service.

Now that is customer service.
So sorry to hear about your nephew.

Trailfinders were excellent in the run up to lockdown too. We were due to go away in April 2020 and were wondering what yo do - should we cancel, should we try and rebook for next year? The year after? What would happen if we all got this awful illness in one of the most £££ countries in the world (Iceland). TF took control of the situation and cancelled all flights in the remainder of March and April 2020 and gave us a date by which we’d get a full refund. We got every penny on the date given, then rebooked 3 years later at the original price. No quibbles.