Using a travel agent vs. online booking: what’s best?

09 Dec 2024 · 4 MIN READ

Decades ago, trip planning meant visiting a travel agent to handle all arrangements. But today, most travelers plan and book flights and trips online, taking advantage of options offered by the travel industry, including aggregators and direct bookings.

So, why use a travel agent instead of booking online? While booking travel via online travel agencies might offer a hassle-free travel experience, travel agents still offer perks and expertise such as exclusive rates and personal guidance to help plan your next trip.

With this in mind, should you book your next trip yourself or use an agent? What are the pros and cons of using a travel agent vs self-booking? Here’s a quick breakdown of what each option brings to the table, so you can plan your trip just the way you like it.

Pros of using a travel agent

Travel agents—also known as travel advisors, travel consultants, or travel experts—have evolved beyond booking logistics. While they were once the key travel booking providers, today they offer a curated, hands-on service.

A good travel agent can:

Connect you with trusted tour operators
Find the right airfare , rental cars , and cruise lines to suit your itinerary
Help you save money with exclusive upgrades, travel tips, discounts, and perks
Offer personalized service and peace of mind
Find the best travel insurance options
Help you organize vacation packages and family or group trips that meet all traveler requirements
Manage trip cancellations and last-minute changes
Find flexible fares that suit your budget

Cons of using a travel agent

While agents provide many benefits, self-booking is on the rise for a reason; there are some limitations to using a travel agency. Here are a few drawbacks to consider when working with travel agents:

Less convenient: Many travel agents only offer services during limited office hours. When booking online, you can make travel plans whenever you want, with some booking sites offering 24/7 customer support.
Biased advice: Travel agents have incentives to steer you towards booking certain flights and hotels; they earn commission from some hotel operators and airlines.
Limited choice: Many travel agencies, especially small, consumer-facing agencies, have limited inventories. Online, there’s a wide variety of travel products and tour operators to choose from.
More expensive: Travel agencies often charge booking fees for their services.
Lack of flexible payment options: Some travel agencies, such as business travel management companies, ask clients to sign contracts with complicated fine print.

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Travel management platforms: the best of both worlds

Using a travel agent has its perks, but there are also convincing reasons to book your own travel via consumer travel sites such as Booking.com, Expedia, or Airbnb. So, which option is best?

It comes down to your travel needs and goals. Some travelers prefer having more control, while others don’t mind the service fees and prefer a trusted partner to take over. But why not get the best of both worlds?

Travel management platforms are designed for frequent travelers who’ve “outgrown” consumer travel websites, but still want a modern, convenient solution. Many of these platforms are geared towards business travelers and travel managers working for companies.

Travel managers are probably familiar with the challenges of booking business travel ; handling expense reports, managing VAT refunds , and trying to meet corporate sustainability goals —all while staying within budget.

Traveling employees might love the convenience of consumer booking sites, but they can be confusing since each booking is managed individually. Plus, there’s no way to ensure bookings are made within company policy.

On the other hand, travel agencies can offer a more personal touch. But, they often rely on out-of-date technology, have hidden fees, and don’t offer 24/7 support.

With a travel management platform like Perk , you can enjoy the autonomy and fare options of consumer sites combined with the personalized service and cost-saving deals typical of travel agencies—all in one convenient place.

Travelers also have access to a large, industry-leading travel booking inventory to book hotels, flights, and more, and can make all bookings themselves. They’ll only be able to book within policy , so there’s no need to worry about non-compliance. Your company will have access to exclusive deals and discounts , and travelers can access our 24/7 customer support , with a target response time of 15 seconds.

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