Brick and Mortar to Home Based
“Where did the travel agency go? It was here last week, last month, last year?”
This question has been asked daily from coast to coast as travel agencies by the hundreds have closed their doors. What happened?
About 10 years ago, the airlines decided to start cutting travel agents commissions on airline tickets that the agents issued. Just cut a little, then a little more, and a little more until about 6 years ago, the commissions vanished altogether. Those agencies that had the bulk of their business in airline tickets, and were not watching the situation, got caught without the bulk of their business. They had not diversified into selling leisure travel such as cruises, tours, and packages. So, the doors began closing.
Many owners who had known the “good old days” and were old enough, decided to retire. Others took their business and moved their offices home. Enter the “New Face of the Travel Agent” - home based.
In years past, a home-based agent was not taken seriously by either the clients or the suppliers. They were thought to be “part time” and just “in it for the travel benefits”.
Perhaps that applies to some. But in the past 5 years a new force has emerged and the home-based agent is very committed and very serious about their business. In fact, travel for the agent is very difficult because a large number work alone from home and have no back up. Others work through a “host agency” who acts as the back up should the agent want to go away.
In the past 5 years, any conventions or seminars for travel agents are showing at least ¾ of the attendees are home-based. These agents are education driven and getting all the knowledge available to give the best information to their clients. There are many certifications for travel agents. There is the CTC (Certified Travel Counselor), the highest available for a full service agent. This course requires many hours of classes, either in groups or by themselves and a very difficult test at the end. You also have to have been in business for several years before you can even apply for the course. Not to mention the cost of the courses at several hundreds of dollars. Anyone with this certification, is a very serious agent.
In the cruising industry there are several certifications available.
v Starting with ACC (Accredited Cruise Counselor)
v MCC ( Master Cruise Counselor)
v ECC (Executive Cruise Counselor).
Many hours of classes, some requiring travel to other cities to take the required courses, courses at the University of Miami, many actual cruises on various cruise lines, and scores of ship inspections, as well as a set number of cruise sales, all total up to meet the above requirements. Again, these courses cover a number of years and a very high cost to the agent qualifing.
In addition to the above, an organization called The Travel Institute has scores of classes that can be taken with testing at the end to receive DS (Destination Specialist) certifications. Many of these are in conjunction with tourist boards of various countries and after the tests the agent is invited to visit the country for on-site training (at the agent’s expense).
The majority of travel agents participating in the above training are home-based agent. No longer content to be order takers sitting behind a desk waiting for the phone to ring or someone to walk in, these are pro-active and extremely knowledgeable about travel around the world.
The big question that is being asked by travel suppliers is “How do we find you? We know you are serious and we want your business”. There are 2 home-based organizations to which most belong. One is NACTA (National Association of Commissioned Travel Agents) and the other is OSSN ( Outside Sales Support Network). These organizations have conventions and seminars and are pulling all of these home-based agents together to support each other. Instead of being in competition, as was the case with the brick and mortar agencies, these home-based people are supporting each other, and having a great time doing it.
Gone are the days when travel agents did not charge fees for their services. This was the only service profession who “gave away” their services. Now they are charging fees for their assistance and rightly so. They are knowledgeable and have spent a great deal of time researching travel for their clients, so they deserve to be compensated. Oh yes, there are still commissions being paid by suppliers, i.e. cruise lines, tour operators, and wholesalers, but it is not enough to make up the difference from airline tickets. There is no set amount of these fees, as each agent sets their own levels. But why should they not be paid as professional the same as attorneys, doctors, and accountants? Some who have been in the business 10 or more years, have much knowledge to share with clients that will help them realize their dream trips.
High season. When tourism is at its peak. Usually based on school and tourist holidays