Travel Agent Tells All

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I don’t know about you, but I’ve always wanted to ask a travel agent some direct questions, both about their job, and how using a travel agent might be better than DIY vacation planning. Obviously, it is a huge time saver. I know from personal experience that it takes a ton of time & research to plan a trip from start to finish. Besides time saved, why else should you consider using an agent? Heather Newton, travel agent and owner of Shipsmart Travel, graciously agreed to to give us the goods. Enjoy!

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ABOUT YOU & THE JOB

1. How/why did you become a travel agent?

I was working as a financial analyst in corporate America and never spending time with our then 2 year old. My husband wanted to buy a business and found a travel agency for sale. We have a love of travel and I have a love for customer service and sales. It like felt it would be a good fit.

2. What do you like most about being a travel agent?

I love getting excited explaining what options you have for your trip! Hearing your excitement gives me satisfaction that I did my job well.

Travel can be stressful, especially if you are going to a new territory. I hope that what I put together for a client makes their trip seamless. No one wants any hiccups during their trip. I really love what I do. The best “job well done” you can give me is to come back saying how amazing your vacation was and that you can't wait to travel again.

3. What areas do you specialize in & why?

I specialize in Mexico and the Caribbean beach resorts. Roughly 97% of my clients request these destinations. Because I am able to focus on one area, I can easily tell you what specific destination, resort, beach, etc. will be the best fit for you based on what you tell me you are looking to experience. I work closely with many resort brands and I do sight tours as much as I can. I can weed out the questionable ones right away.

WHAT WE ALL WANT TO KNOW

4. Do travel agents have access to better deals or do you just know where to look?

It is a combination of both. I know which tour operators specialize in the area I am pricing. Some tour operators now own resorts/brands as well so they can bring the price down. Also, some tour operators I work with offer discounted bulk air in their system so combining that with a resort can get you a lower overall package price.

Because I do this every day, I know who has different promotions out and what days of travel may price better based on flight availability. Also, based on the volume of business I bring, some tour operators offer my agency additional promotions or specials that you can’t get on your own. Sometimes just having an agent check around for pricing can help as most tour operators will price match and they usually have different levels of inventory. There have been times the rates I find are not cheaper but it is rare that my rate is more.

5. How are you paid?

For the most part the tour operators, resorts, and cruise lines pay my commission without it costing the traveler more. On occasion, if I am booking an area that doesn't pay much commission (mostly domestic), then I do have to charge a service fee but I let the person know up front. I try to avoid extra fees if possible.

6. If I don’t pay you, what is your incentive to get me the best deal?

I thrive to find you the best deal. Vacations are important to me and I shop around for your vacation the same way I would for my own. I just feel like it is my job to find you what is best. I want you to have a great trip and want to do it again. If I am able to help you save, then that just means you can travel again sooner rather than later.

7. Why use a travel agent over DIY trip planning?

Travel agents spend way more time researching, pricing, & fixing things than you may realize. They may also see an issue with an itinerary that you might not see due to our experience.

Also, resorts can see how a reservation was booked. Sometimes, something comes up and they need to move or bump someone. The one booked through a travel agent (& tied to a tour operator) will be the last to be inconvenienced. The resorts know that if anything goes wrong, not only will they receive a call from you, the traveler, but also their travel agent and the tour operator. It is important to them to keep the strong sales connections they have built. They spend a lot of time and money selling their resorts to us and want us to keep sending clients their way.

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8. How can we best utilize your services?

• The more information you give an agent the easier it is for them to get you the pricing and destination you prefer. If I know the destination you want, if your dates are flexible, and I know your preferred budget, I can do a much better job of getting you what you are looking for. I will know what resorts/tour operators are running specials and if they offer discounted air which may only fly out of specific airports on specific days. If you have an idea of what you want, I can be sure to include those options.
• Before you call an agent, have an idea of what you want to spend and do a quick price check to know if your budget is feasible. If you give an agent a budget of $1000/person with a specific destination then know that this might not be possible if the average flight for that destination is $800/person.

THE FUN STUFF

9. What was your favorite vacation – where & why?

I love so many destinations for all different reasons:

• A great family vacation in Puerto Vallarta, spending the days boogie boarding with my kids
• Anniversary trips with my husband to Antigua for our 10th anniversary & learning how to play cricket on the beach
• Our 15th and 20th anniversary in Turks and Caicos – disconnecting from everything while enjoying an incredible atmosphere and the best food
• Birthday trips to Playa del Carmen having the best time hanging out with friends or sitting on the balcony in Cabo watching and listening to the crashing waves

10. What do you never travel without?

Lip balm, ear plugs and over-the-counter medicine. I don't want to waste my vacation time not feeling well or searching for a pharmacy. You encounter lots of extra germs on planes and in airports. Build up your immune system before you go and take medicine to help you get over anything quickly.

11. Weirdest thing that has happened on a trip.

I had brand new travelers stay at a new resort in the Caribbean. On their first night, a fire broke out in the laundry room and they had to be moved to another building. The next day, the same thing happened and they were moved again. They called me angry and wanted a full refund upon their return. I knew the resort representative and gave him a call. I explained to him how my clients felt. He was on-site and offered to go talk to them. They decided to move them to the sister property next door which wasn't as new but they were given a very nice room.

Once they returned, I contacted them to get a write up of all that happened so I could fight for a refund for them,. They said that the resort representative had made everything right and they did not want to pursue the refund because they had such an amazing time the rest of their trip. I can't imagine results like that for someone who booked on their own.

FINAL THOUGHTS FROM HEATHER

I have been a travel agent for almost 14 years and do not dream of going back to my corporate job. I love what I do and plan to do this as long as I can. As my children grow up, I plan to travel with groups I book as their guide and representative. The joy people experience when they have a trip on the books and the memories they return with are why I do what I do. Sure, money is nice, but providing a service is more important to me. I have the best clients hands down and they make my job enjoyable. I get clients two ways only: referrals and return clients. This lets me know that I am providing a service they appreciate which is the best “job well done” you could ever receive.

Well, I certainly learned a thing or two! I hadn’t thought about how “in the know” they could be when they focus on one specific area, but it makes total sense! Plus, it sounds like the relationships they build with the various parties involved could certainly lead to some savings for you. It is clear that Heather loves what she does and really cares about putting together the perfect vacation for you. Reach out to her next time you are planning a trip to Mexico or the Caribbean.

If you enjoyed this article, head over to my Interview With A Flight Attendant (x2). Ever been curious to know what it costs to go watch the Olympics? Find out HERE! OR Get some great packing tips HERE!

Until next time…

About The Author

My mission is to inspire and empower families to prioritize travel now, creating unforgettable memories and deeper connections with their loved ones.

I provide guidance and practical solutions to help busy parents integrate travel into their lives, fostering joy, fulfillment, and stress-free adventures. Don’t wait until it’s too late; the time to travel is now.
Learn more about me & My Travel Obsession here.

My Favorite Travel Booking Apps & Websites

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• Products & Services – My Travel Obsession's travel planning products, services, and freebies!
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🏡FOR FINDING GREAT PLACES TO STAY:

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🚗FOR CAR & RV RENTALS:

• Discover Cars & Sixt – My favorite sites for rental cars worldwide.
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🚁FOR ACTIVITIES, EXCURSIONS, & TOURS:

• Viator & Get Your Guide – The best sites to find and book activities & excursions.
• Gypsy Guide – An AWESOME audio tour app. ALWAYS check to see if they have a tour available.

🩺FOR TRAVEL INSURANCE:

• SafetyWing – The lowest-cost travel insurance out there. Several options starting as low as $42 for 4 weeks of coverage.

✈FOR FINDING GREAT FLIGHT DEALS:

• Going (formerly Scott's Cheap Flights) – My #1 recommendation for saving big $$$ on flights. Sign up for a free 14-day trial.

🥾FOR HIKING:

• AllTrails – THE APP for hikers. I recommend paying for the pro version so you can use the navigation feature while hiking.

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