How Do I Make Sure My Travel Agency Is Legit?

While many people choose to book travel directly with travel vendors or through a third-party travel website, there are those who prefer to work with a travel agent, instead. Travel agents can be incredibly helpful in customizing travel plans, helping to address problems that might arise during a trip, and can provide keen insight into the selection of destinations, travel products and developing travel plans for people with special needs, such as disabilities.

Unfortunately, poorly trained travel agents can create as many problems as they might otherwise be able to solve. In addition, there are reports of individuals and businesses that have been scammed by individuals posing as travel agents online or poorly managed travel agencies that collected funds but failed to actually book travel as agreed. Fortunately, there are several things that you can do to ensure that the travel agent or agency that you work with is legitimate.

Travel Agencies & Travel Agents

Unlike some professions, travel agents are not part of a licensed trade or profession. To become a travel agent, one only needs to either start a travel agency or affiliate with a travel agency. While there are industry-wide certification and educational programs, these are not mandatory. As for travel agencies, state laws typically do require a travel agency to register as a business within the state and the agency may be required to meet certain financial and insurance qualifications to help protect the public.

While some travel agents are employees of travel agencies, it is now more common for travel agents to be freelance workers who affiliate with what is known as a "host agency." The travel agency develops relationships with vendors collects payments from its freelance agent's clients and forwards the payments to the vendors. At the conclusion of travel, the agency collects commissions and then forwards the agent's share to the agent. Because the agent is a contractor a freelancer, the travel agency does not provide the benefits or protections that employers typically provide to their workers.

Business models for travel agencies vary. In some cases, a travel agency has a physical location and its agents have desks at the agency and are available to work in person with clients. In other cases, the travel agency operates primarily by phone or online, with agents working out of their own homes. It is not unusual for an agency to have both on-site and home-based agents as part of its team.

Due to the variances in business models, as well as the fact that individual agents are not required to be licensed by a government entity, it can sometimes be difficult to determine the legitimacy or competency of either the agent or agency. Understanding the basics, as described above, can help you ask the right questions when making a decision about choosing a travel agent.

Vetting a Travel Agency

Here are some steps that you can take when vetting a travel agency:

1. Find out whether it is a standalone agency or part of a franchise. If it is part of a franchise, visit the franchisor's website to find out whether the agency is in good standing with the franchisor.
2. Travel agencies will be registered with the states in which they are headquartered. Contact the state regulatory agency that overseas travel agencies to determine whether the agency is in good standing and where there any disciplinary actions have been taken against the agency.
3. Check with the Better Business Bureau to determine whether there have been any complaints against the travel agency and whether these have been resolved.
4. Find out how long the agency has been in business. It's also a good idea to ask friends, family and coworkers if they have worked with the agency in the past. Personal testimonials are very helpful when making decisions about working with a business.

Vetting a Travel Agent

Vetting a travel agent can be more difficult than establishing the legitimacy of an agency. This is because there is minimal training or oversight involved in being a travel agent. For this reason, you should feel free to ask questions about how the travel agent operates, where he or she does business, and what kind of accountability the agent has.

1. Ask the agent about his or her host agency. Contact the agency and ask if the agent is still affiliated and if he or she is in good standing.
2. Ask about experience and any credentials that the agent might have. For example, the agent might have completed a training course in being a travel agent, and they also hold certifications in different destinations or types of travel.
3. Ask about how payment is handled. It is reasonable to be concerned about how an agent who is working from home will be handling your payments. Find out if the agent has secure ways of transferring payments to his or her host agency.
   
4. Inquire about the agent's availability. If something goes wrong during a trip, how easy will it be to get a hold of the travel agent to assist you? If you can't reach the agent, will the host agency provide you with guidance and support?
5. What travel products does a travel agent offer? Ideally, you'll want to work with somebody who offers a range of travel products and vendors so that you can pick the best option for you and your family.
6. Even a good travel agent can make mistakes when booking unfamiliar types of travel. For example, if you need to book a group tour or travel for somebody who has a disability, ask the travel agent if he or she has experience with these types of travel.

Options for Safe Travel Booking

To protect yourself when booking travel, consider the following:

1. Only work with a travel agency that you are familiar with because it is either part of a major franchise or because you, or people you know, have worked with the agency in the past.

2. If you do opt to work with an agency that you are not familiar with or that is not part of a major franchise, start by booking relatively simple and inexpensive itineraries. If the agency shows that it can do a good job, you can eventually start booking more expensive and complex trips.

3. Don't be afraid to ask questions about an agent's recommendations and do your own research on travel vendors. For example, if a travel agent seems to be pushing one resort or cruise line over another, he or she may be attempting to maximize commissions or win a promotional contest. Don't feel compelled to book travel right away: instead, get online and research the recommendation so you can decide whether it is best for you and your family. You can also ask the agent directly as to why he or she believes a particular travel product is right for you.

4. Request confirmation and verification of travel booking from the travel agent or agency. This should be delivered to you as soon as possible after you confirm and pay for a booking. This is also true even if you have just made a deposit on a trip. If necessary, follow up directly with the travel vendor, such as a hotel or cruise line, to ensure that your payments are being received.

5. Book travel with a credit card. This provides you with some protection against fraud and booking errors.

6. Prior to the advent of online travel booking, travel agencies and agents did not charge fees and worked entirely on commission. That has changed, however, particularly since some travel vendors, such as airlines, pay minimal or no commissions at all. However, you have a right to a clear understanding of fees and what the fee is for. An example of this might be a travel agent who charges a flat booking fee for airfare, or who charges by the hour for the research necessary to put together a sample travel itinerary. Ask about fee amounts and don't be afraid to set a cap on what you will pay for research and itinerary building.

Final Word

The best way to protect yourself from travel scammers or poorly-managed businesses is to do your research and ask a lot of questions before booking travel. Simple steps and common sense can protect your vacation. . . and your pocketbook.