Credit for the following information goes to the authors who are quoted within the article.  Having just returned from the Mayan Riviera last week, I can assure you, I never for a moment felt unsafe!  It is a wonderful and affordable place for my customers to visit!  I hope you will share this information with your friends and family and especially anyone you hear comment about the “dangers of Mexico”!

Tina
“Your Personal Travel Concierge”

Applying generous doses of fact to combat whatever fictions, fears and misperceptions travelers and the trade might entertain about her country, Mexico’s new secretary of tourism, Gloria Guevara, addressed worries about safety and security south of the border. Moreover, she said, “Mexico is a leading luxury vacation destination”. “According to a recent survey conducted by Virtuoso, Mexico came up as the No. 2 country … preferred by their members,” Guevara noted. “It is also No. 1 in terms of spas in the world, and three out of 10 Americans report return visits within just 12 months.”

Despite optimistic projections by Mexican tourism officials, visitation by Americans “is flat at a time when it ought to be growing,” says Funjet President Mike Going. “It’s not to say problems don’t exist; but the hype and nervousness over resort areas such as Cancun and the Riviera Maya to the south are essentially unfounded.”

In order to counteract the negative publicity, Funjet handed out pins at the conference with the slogan “22.5 million people can’t be wrong” alluding to Mexico’s 2010 visitor arrival figures and further suggesting the power of the destination’s positive tourism results despite these setbacks.

It is important to distinguish the parts of Mexico in which such crimes are taking place from the parts of Mexico that are the safe vacation spots for tourists. Kelly McLaughlin, a Canadian in Cancun who writes the blog cancuncanuck.com, defines these vacations spots in the Mexican Caribbean as a place where “Millions of tourists visit every year, and the worst thing that happens to [most of] them is a sunburn or a hangover.”

http://www.nationmaster.com/graph/cri_tot_cri-crime-total-crimes

Today I had an interesting conversation with one of my clients that started like this, “I see Carnival has a new sale out; Can you reprice our cabins?”  The cruise cabins that she had booked just two weeks ago had already been re[priced and upgraded just a week ago when she added her father to the second of their two cabins.

As I pulled the file and researched the likihood of Carnival putting up a sale that would reduce the prices of an already sold cabin, I asked her to look for “fine print” that would exclude any pre-existing sales, or at minimum limit the sale prices to new sales.  Indeed, there is was, that trusty verbage that prevents a customer from taking advantage of a sale once they have already completed their purchase!  Or would it?

Part of the job of your trusted travel consultant is to know all the ins and outs, and especially the way to circumvent the rules when it is to our customer’s advantage.  In her case, since we were prior to final payment, we did have options.  The option was to purchase a new reservation under the new prices and cancel the old bookings which would qualify for a full refund.  HOWEVER, since her reservation included two separate cabins which needed to be in close proximity to each other, AND since we had barely been able to find two cabins together a week ago, I stressed that the liklihood of doing so again would be pretty slim.  We decided to forego the obvious.

You might be interested to know that the above sale price scenario isn’t alway the case.  Take for instance Princess Cruiselines policy which will allow agents to hold group space and if a sale price comes along that is better they will allow you to choose that price and pull it into the group.  I currently have an Alaskan cruise that every customer received the benefit of this policy.  Then, even better:  3 months into the booking they lowered the prices and allowed me to offer a $200 savings to my customers reducing their prices even further!  We actually opted to upgrade most of the cabins and take a price reduction at the same time.  Princess is not the only cruiseline in the industry that has a price-friendly policy such as that.  Royal Caribbean offers a similar policy.

This discussion led into the differences between purchasing a “bargain basement” offering rather than a more expensive, yet sometimes better product.  Yes, there is a difference between cruislines, or hotels, or wholesalers and cheaper isn’t always better!  Those differences are something that I take considerable training in so that my customers can benefit when they follow my advice.  Do you really want the cheapest room?  Or do you want to pay slightly more for a room with a great view; or that is further from the elevator where you won’t here people coming and going all night!

When you compare travel to other purchases, you must ask yourself:  How many of you would return that set of tools, or an outfit, or other purchase three weeks after you purchased it and expect the store to reimburse you the savings if you saw it on sale?  How many of the stores would honor the sale price?  Sales are meant to drive sales during otherwise slow seasons or especially to move slow-selling merchandise.  In the case of the cruises, they anticipate a certain percent of their space will be sold and when it isn’t, they run a sale to give shoppers incentive to act NOW!

I remember when I sold Tupperware years ago and my mother attended one of my parties.  She was surprised when I encourged guests to bring their old cracked lids or bowls so that I could replace them.  She complained that she had used her for twenty years and even though I told her it didn’t matter, that was the guaranty, she felt like she was stealing from the company!  Not so, Tupperware believed in their product 20 years ago and they still believe it is a superior product today!

Whether it was Tupperware, or a trip to a foreign country.  I have always taken time to learn about the products I represent.  Whether it was bowls and glasses, or the demands of pulling air, hotel, transfers and excursions together to make a honeymoon couple experience the adventure of a lifetime!  A very enjoyable part of my job is being a consultant and explaining to my customers what makes the industry work not only for the benefit of the Business selling the product, but to the shopper as well.  I think it is the fact that I take the time to:

A) Learn
B) share with others
C) Keep up to date

with the products and constant changes within the industry that makes me such a valuable asset to my clients.  A business that has continued to produce increased sales every year that exceed the prior seems to be an indication that customers are looking for more than travel….they want advice they can trust!  No online booking engine can guarantee them that and professional service like I can!

Oh, and by the way, upon further research, the sailing that my client had booked was NOT included in the current sale that was broadcast today by Carnival.  Trust me…they know HOW to run a sale to drive NEW business.  Not reduce already sold inventory!

“Your Personal Travel Concierge”
Tina M Erskine

While most business owners are complaining about the decline in business and planning new strategies for recovery in 2011, I have been blessed with a loyale Clientele and benefit from their referrals.  Still, those two components alone only account for less that 50% of my business, with the referrals being more impressive than repeat clients.

The reason is clearly a result of a strong business plan.  While I tend to be a planner and organization is one of my strongest assets; gaining the perspective of industry leaders by attending webinar training and reading a multitude of trade journals has allowed me to remain in the top tier of travel professionals over the past several years.  I look to industry veterans to mentor me and have again been blessed to have relationships with some of the best sales and training professionals.

What this means for my customers is the opportunity to tap into my resources and obtain some of the best travel experiences and prices on the market.  My clients know that it isn’t always about the cheapest.  In fact, when a potential customer contacts me asking whether I can “beat a price they found on the internet”, I normally respond, “If that were my motive, I’m sure that I could, but let me ask you a question.  Are you willing to sacrifice your vacation experience to purchasing the cheapest package?”  This normally puzzles people so I have to explain that it’s like anything else you buy, you get what you pay for!

If you are traveling, you are most often finally getting that long-awaited vacation time and the chance to finally unwind and rejuvenate.  If you return home frustrated and disappointed in the experience, it may well be a full year before you have the opportunity to go again.  Are you really willing to risk that on something you saw on the internet? 

Statistics indicate that the number of travelers who do research on the internet, but then turn to a travel agent for advice is up almost 8% in 2010.  There is a good reason for that and I predict that those numbers will grow.  Not only because of disappointment and disallusion with pictures that are “too good to be true”, but simply because as the wealth of information on the internet has grown, so too have the scams and simply the “overwhelm” customers feel from TMI!

As a veteran travel consultant of over a decade, I have toured many of the destinations, personally inspecting a growing number of properties.  Whether you are looking to travel to Mexico (YES it IS safe!), a Caribbean Island, Hawaii or Europe, chance is great that I can send you somewhere I have already been.  If cruising is your pleasure, again, I have been to Mexico, the Caribbean and sailed from California to the Hawaian Islands and back.  In 2011, I plan to take my first group of Clients to Alaska.  Information will be posted on my web specials very soon so keep checking back!

“Your Personal Travel Concierge”
Tina

DAY 1: 

Thursday, August 05, 2010

6:38 AM

I always feel like I have come home to visit when I arrive at an El Dorado property.  There’s no place else in the world that I adore as much as these spectacular resorts.  This visit would be the third time that I was on this property but my first time staying at the El Dorado Seaside Suites.  I have placed several of my honeymoon couples here and they are always completely satisfied and want to return.

While many clients come to me already having done research and requesting a particular destination and resort, when I profile a new customer it often reveals that the choice they made is not the right one for them.  While there are many incredible resorts to choose from at most destinations, my job is to gain an understanding of each couples unique preferences and recommend the resort that is perfect to suit their individual tastes.

Within the El Dorado  brand (under the Karisma umbrella, like their counterpart family oriented Azul properties) you will find everything from a boutique property to a mega resort.  Some customers would be completely overwhelmed with a mega resort.  Some more adventurous would find a boutique resort boring.  All of the properties are ocean front and incredibly luxurious with all of the all-inclusive amenities.  El Dorado properties are adult-only and exude  romance at every turn, something my honeymoon couples adore.  They don’t just have incredibly restaurants where the concoctions are perfectly prepared, they are “GOURMET INCLUSIVE” meaning the presentation is as incredible as the taste!

I arrived about an hour late last evening due to a flight delay so I missed the Tequila Tasting event for the agents and joined my group of 18 for dinner at La Carreta, their Mexican restaurant.   I was famished since my only food all day had been a quick pancake for breakfast, a Pretzel from Annie’s at the airport and a glass of apple juice on the plane.  Knowing from  prior experience that my dinner would be worth the waiting, I was not disappointed.  I started with the  Jimaca Tacos stuffed with Shrimp, dove into the Chicken Tacos heaping piles of the various palate pleasing side dressings and then moved on to the desert which made ordinary ice cream seem mundane.  When I inquired of the waiter what the concoction was so that I cold have it another time, he informed me that it had been created special for our group and was not on the menu.  It seemed to be a slice of baked apple hiding beneath the ice cream and beside it lay a folded pastry which appeared to be a crepe.  The evidence of apple and cinnamon was delicious and It disappeared completely from my plate! 

Our activities for the evening ended, unless we chose to attend the show or go to the one lounge that was open until 2 a.m. where the vibe of the music and camaraderie  would continue.  Since  the resort specializes in couples and romance and I was here alone, I chose to return to my own room where the only decision facing me was whether to indulge further by opening my bottle of champagne waiting on ice , sit in the Jacuzzi, or settle down in the comfort of my bed and watch TV.  Since it was already after 9:30 p.m. and it had been a long day, I chose to do the latter and it seemed only minutes until I could no longer hold my eyes open and watch.

DAY 2:

The day started early as normal for me and since the room service for breakfast begins at 6 a.m. I immediately ordered my tea and some orange juice which I would use to have a mimosa.  From the quiet, garden atmosphere of my patio, with the only sound being the ocean waves breaking a mere few hundred feet beyond, I am typing this BLOG article.  Occasionally a couple would wander by on the pathway beyond the lawn strew with palms which separated me from them (see photos), or a critter which I did not recognize but appeared to be somewhat like an overgrown guinea pig scampering about.  I will spend the day doing site inspections, photographing my journey, and in training sessions to become even more familiar with these properties.  Since most of the group are here on their first training and I am a veteran, I have been granted time to meet with a wedding planner and one of my clients who is arriving today for a 4-night stay at Villa Carola for a vow renewal ceremony.  Seems odd, having to travel all the way to Mexico to finally meet one of my clients!

For now, I am required to make myself presentable to join the group and with the help of a Mimosa, I will enjoy even that!

I hope that you will  follow my journey these next few days!

DAY 2:

Thursday, August 05, 2010

6:35 PM

I am sitting in a cool breeze, beside the pool bar at El Dorado Maroma while awaiting the return of rest of the agents from their Sunset cruise.  We will have  dinner here at the Wine Room restaurant .  The morning was spent doing site inspections at the most opulent of the Karisma properties, El Dorado Royale and Casita Suites.  The AAA 4 Diamond award winner 4 years in a row, it is the largest of the properties with 550 rooms.  The Casita Suites are (in my opinion) by far the most romantic of all the room options with their open air showers and my favorite for newlyweds.  I have previously stayed in an Oceanfront and Ocean View category at the Royale, and in a swim-up Casita Suite last year during a Wedding FAM.  Today’s inspection was of an infinity swim up Casita, as well as an Oceanfront room at the Royale. 

Following the training meetings which are a requirement to retain my GIVC (Gourmet Inclusive Vacation Consultant) status, I was transferred compliments of Lomas Travel to the Azul Villa Carola for the wedding planning meeting with my guests.  I am happy to know that they and their family have settled in and are thoroughly impressed with their choice of properties. 

Part of the mission during my FAM trips (short for familiarization) is to build relationships with the property management.  This benefits my clients in many ways as I am able to better personalize their requests through these relationships.  The time spent riding with Lomas representatives during my transfers is also valuable in learning about the life of the people.  As I said on Day 1, coming back to Karisma is like coming home.  The property managers and staff that you recognize from previous trips and most importantly, that remember you!  They have become family.  There is no place that I have traveled that makes me feel so special.  That is the reason that I send my clients here, because I know that should they choose to return, they too will be remembered and treated like family!

El Dorado Maroma, although I have yet to stay here, has been my personal favorite of the properties since first touring it two years ago.  I have a tendancy to like the boutique resorts for the quiet ambiance they exude.  The resort is on Maroma Beach, just minutes from El Dorado Royale and right next door to the Maroma Marina.  I have hosted wedding receptions at the Marina after having attended functions there myself.  Spectacular, beachside ambiance perfect for any bride wanting a beach wedding!  ED Maroma is a great choice not only for couple wanting a quiet resort, but for those who want the added convenience of the Marina with the choice of activities that it provides.  There is also a large wedding chapel on site for guests who choose it as their wedding venue.

As I have said before, each El Dorado and Azul property is very different.  It is important for me to understand the personalities and expectations of my clients in order to make a recommendation that will be perfect for their special event or the start of their lives together.

In a few minutes, my  group will return from their sunset cruise and we will have dinner, after which we will be transferred back to the Seaside Suites where we will be free until 4:00 tomorrow afternoon.  The options to consider are too many for the short time I am here, but I will make the best of my time and enjoy every moment!  Until then, I shall be sipping on my margarita and enjoying the ambiance as the evening unfolds around me!

DAY 3: 

Saturday, August 07, 2010

11:14 AM

During my return flight to Austin, I am looking back at an incredible day spent yesterday enjoying the resort and the amenities offered guests.  My day started about 6:30 a.m. with breakfast served in my room, followed by a long walk on the beach.  Beach walking has to be my favorite activity during my trips since I am not one for sitting in the sun, or beside the pool, yet I do enjoy the fresh air and sunshine.   It was the first time that I had ever seen geese walking along the ocean so I couldn’t resist photographing them.  My hunch is that they were hoping to snag a baby turtle since the area had several nesting sites and there had been hatchlings during the past week.  This area of the Mayan Riviera is especially ecology-minded and they  are very protective of their wildlife.

In the same way, during development of the resorts, when an ancient ruins is discovered, it is not allowed to be disrupted therefore the properties often have small protected areas incorporated within their boundaries.  One such burial grounds was recently discovered at the El Dorado Royale during the development of their gardens.  The government is so protective of such discoveries that a Shaman was brought in and a service held.  The discovery is one of many within the Riviera Maya.

After my walk, I obtained snorkel equipment, one of many activities available at no charge on the resorts.  The ED Seaside Suites is especially good for viewing aquatic life and during my hour underwater I enjoyed sea urchins, damsels, angelfish, wrasse and more in a rainbow of colors and sizes.  I was at times surrounded by hundreds of minnows as I drifted along the reef.  I reveled in a school of 15 large fish that swam around me within arms reach and spotting a rather large cow fish I followed behind it for several minutes.  The reefs here were less spectacular than other places I’ve been although there were several areas of blue patches growing throughout.  Fish large and small darted in and out of the crevices. 

I retreated from the mystical aquarium after an hour in order to bathe and prepare for my scheduled massage.

Treating myself to a full hour massage next to the sounds of the ocean was to become my last indulgence for this trip.  Trips like this are not to be made without pampering treatments in an environment that seems to make it even more enjoyable.   My skin easily soaked up the oils after the hour in the salt water and sun.

Following a quick lunch of English style fish and chips, I boarded our tour bus and was transferred 40 miles to the Azul Beach resort.  This boutique property specializes in families and was the first property that I spent time at nearly two years ago.  The beaches here are wide and the ocean floor is sandy and has a slow incline making it great for small children.  It is perfect for intimate small groups who want to be able to find each other at the pool or restaurants because it is so small.  Our site inspection included  the AgaveroTequila Lounge with its special frozen bar where mango margaritas sat waiting for us.  The group was unable to tour the Villa Carola which connects to this property because it was occupied (by my client who is having a vow renewal ceremony there tonight).

Following our visit, we were moved just ten minutes away to do a site inspection at the Azul Sensatori, another family oriented resort.  This property is larger and has several room categories including an adults only section with its own pool; connecting rooms, Ocean view  and Honeymoon suites, Family rooms with sliding dividers for up to 5 persons and glorious swim up suites - all with in room Jacuzis.  Our site inspection here was followed by dinner at Spoons restaurant and as usual, the food was no disappointment.  We were joined at dinner by several of the staff and afterwards, we were driven back to our resort where I immediately hastened to turn in knowing that my 6:30 a.m. departure would come early.

My direct flight back to Austin has provided me the time I needed to take a short nap and complete this BLOG and since the pilot has just announced that we will be landing in about twenty  minutes so I will say good-bye for now!  I encourage you to keep track of my BLOG for more updates and information about destinations and resorts worldwide!

Your Personal Travel Concierge!”

Tina

A special thanks  to my trip hosts: Karimsa and Lomas Travel !

Not a week goes by without a caller who wants has questions about booking their trip and since they have never worked with a travel agent, they want to know the benefits and costs associated with it.  In our present age of technology, it is easy to assume that everybody has internet access, the desire and understanding to use it, and the time to spend researching.  Even for those who “get it” there is a comfort level associated with a live person that just never will be with online booking tools.  That’s where I come in!

Once we get past the costs associated with using my services, which in most cases are nothing (exceptions being airline tickets and group services), the relieved caller relaxes and can express their needs.  We all want the benefits of working with an industry expert and that is where the benefits of using a travel agent come in.  Underscoring those benefits: 

1. Experience - More than 11 years of researching vacation packages around the world.  No individual can match that!
2. Qualified - Every year I spend hours taking online training to better comprehend the destinations, products & experiences that my clients are looking for.  Just take a look at some of the many qualifications I have under my Certifications Link Pages.
3. Knowlegeable - Literally hundreds of new specials hit my email every week.  While I tend to post my preferred suppliers, there are hundreds of other specials out there that you will never see if you don’t ask me about what you are looking for.
4. Connections - While you are building a relationship with me, I am building one with the suppliers, hoteliers and tourism boards.  That network provides my customers with the best experience possible.

While there are even more benefits than you see stated here, I hope you are beginning to understand the value a relationship with a good agent can bring.  We hold the secrets to always experiencing the best vacation possible.  When there is no cost associated with using my services, why would you risk your next vacation to anything less?

“Your Personal Travel Concierge”
Tina M. Erskine

If you are an online shopper, you are among nearly 50% of travelers who find it a valuable resource.  But while many travelers utilize it as a resource for research, the number of travelers who actually trust it to book is declining.  I am frequently asked if the Internet hurts my business.  To that question, I must adamently respond “NO” for a number of reasons.

1. The Internet has helped my customers become savvy about their choice in not only destinations, but the properties they select.  That cuts down my time in research and helps my customers make decisions quicker, which is a plus for me.  Frequently, a customer will call to book, knowing exactly what they want.  They why, you may ask, does the client call me?  In a word, TRUST.  I bring a relationship to the board that the Internet cannot offer. 
2. The Internet is a tool that simplifies my business!  When I started in the business 11 years ago, other than researching destinations or properties, there wasn’t much use of the internet for booking.  Today, almost all of my suppliers not only have websites to research, but booking engines and marketing tools to support my needs.  In most cases, documents are now delivered as E-documents which cuts not only my time, but my expenses for postage.

The Internet is a tool that has allowed me, as a home-based Travel Consultant to provide a professional presence to the world and the knowledge and capabilities it provides are a large part of my success!  I embrace it.

So what about the call that begins with, “I found a deal online, can you beat it?”  To that I state emphatically, I probably can, but my concern for your trip goes beyond the price.  If what you are looking for is advice from an experienced professional, and guidance choosing the package that meets your expectations, I can offer you both, along with a “Price Match guarantee” from my suppliers. 

Over a decade of experience beats an Internet deal any day and my customers know that and refer their friends, who become customers and referrers themselves.  Who are YOU trusting with your next vacation?

“Your Personal Travel Concierge!”
Tina

Customers often email me to indicate their appreciation.  Since “Pages” do not allow comments, I had to generate a “Post” in order to provide a uniform place for Customer remarks. I have generated this blog to establish a searchable place for them to post comments at will.  ALL comments are welcomed, even if you disagree with me!

Alternatively, you can post a comment on any article when you feel passionate about the issue at hand.  It is my intention to post a new blog at the end of each week, taking in the issues that are impacting customers and the Travel industry as a whole.  I hope that you will get in the habit of visiting regularly to stay informed and post your opinions!

Tina
“Your Personal Travel Concierge”

If put to a vote, I think most of us would agree that traveling by air these days has become one of the most invasive freedoms we have.  What with x-rayed and often searched baggage; removal of shoes, belts and any other item of clothing that may make the scanner alarm go off; and the possibility of computer confiscation one has to wonder where crossing the line on our personal freedom really lies. If we have not come to appreciate these proceedures as a necessity to ensure our safety, most of us have at least learned to tolerate them just as we stifled our voices when the airlines implemented baggage fees, took our blankets and pillows away and started charging for the snacks and beverages.

So if we all agree that traveling by air has changed and if we want to travel we have no choice but to abide by the rules imposed on us, why do we continue to “push the envelope” where arrival times are concerned?  If I had a nickle for every time I advised a client to arrive 2 hours prior to departure on domestic flights and 3 hours for international travel and they rolled their eyes or made a statement about how they “never” go to the airport more than an hour before flight time…maybe the following will make you reconsider.

The first time I got a call from a client at the airport being denied boarding was nearly ten years ago.  I don’t remember where they were going or if it was domestic or international, I just remember him being shocked that they were refusing to check his bag an hour before departure.  He was able to be rescheduled on a later flight and he got where he was going, but not without considerable delay.  There was no reason for his late arrival time, only his attitude that arriving two hours prior to flight was not necessary.  Lesson learned.

The next time I had a client push the window was a friend that I had agreed to drive to the airport and keep the car to avoid parking fees.  I knew we were “pushing the envelope” when she picked me up just an hour and a half prior to flight time.  I live a good 30 minutes from the airport with no delays!  We were not doing bad until 2 miles from the airport, on a sweeping curve we heard a “pop” and them the familiar rumble of a tire gone flat and running on the rim!  It took me less than 2 minutes to jump out and assess the situation…two women cleanly dressed along a busy road in desperate need of a tire change.  A quick glance at my watch…just over an hour before take-off…then a look inside her trunk for a spare tire and tire iron made me realize the task was impossible.  How many of you use your trunk as a storage closet and mistakenly believe you will never have to get to the spare tire?  As cars buzzed by, I realized quickly that our only hope was getting her safely to the airport and a moment later as a Taxi rounded the curve I flagged it down, explained the situation and within two minutes shoved her and her bags into the Taxi with instructions for her to hand me her credit card.  Her only question was “Are you sure?”  Hey what is a Travel Agent to do at a time like this?

Client number three was heading to Mexico for a wedding and again was denied check-in when she and her partner arrived at the airport short of the three-hour requirement.  I don’t even remember exactly what time they arrived, only that SHE was supposed to be the maid-of-honor and now would not make the wedding.  Her only option was to purchase new tickets at a cost of nearly $1000 for the two of them.  It didn’t happen and she lost all of her money and much more time dealing with the issue and trying to resolve it than if she had just arrived on time.

My heart cries for each client that has to learn their lesson the hard way but I guarantee that lessons learned the hard way are not soon forgotten.  Nor is the gratitude they show me for whatever assistance I can provide.  Not every story has a happy outcome, but the final one I will share does, after considerable frustration, effort and expense.

This past weekend, while I was preparing my dinner, I saw a call come in.  Being that it was dinnertime, on a Sunday and a Holiday weekend no less, I let it roll to my voicemail.  But when the same caller called back not 2 minutes later, I knew it must be urgent so I answered.  My clients were at the Dallas airport, trying to catch their 1:30 p.m. flight, the first of three on their way to Cairo.  It was just before 1 p.m. and they were denied checking their bags and boarding because they missed the cut-off window.   Delta airlines refused to accomodate them on a later flight stating they had to go back through the agency that issued the tickets.  (This is a practice airlines use to shirk their responsibility).  While I was willing to assist, I do not have the tools in office to issue airline tickets, I purchase through consolidators (contracted, less expensive tickets) and they don’t offer 24/7 service like I do.  Since the client had refused my offer to include insurance for the tickets we were stuck.  There were only two options:  1) Purchase new tickets, or 2) Lose their entire honeymoon and the money they had paid.  (NOTE:  Insurance doesn’t cover missing your flight or denied boarding).

In the end, with my help, the couple was able to purchase flights at considerable cost to themselves, and they got to Cairo (at least I haven’t had a call that they didn’t).   The last call I got from him was that they were through security with their boarding passes and how much they appreciated my assistance.  Without it they would have been driving home very unhappy.  I contacted the Company we purchased their land trip through and we were able to notify Cairo of their new arrival time.  I won’t know until their return whether 20 minutes was enough for them to send a new transfer or they had to improvise with a Taxi.  If so, their money for the transfer will be refunded by the tour operator.  Since my client is a world traveler, I’m sure that he improvised.  Bottom line, they will have an unplanned adventure to tell when telling others about their honeymoon!

The lesson in these stories is clear, the airlines have imposed strict rules for airport check-in.  These rules are meant to keep us all safe and so please adhere to them.  Planning to arrive at the required times will provide you with enough time to handle last minute emergencies, bad traffic and long lines at the airport.  You can no longer expect to drive up, check your bag and walk to your boarding gate.  The first line may take over an hour to get through, advancing through screening could delay you another 30 minutes or longer.  Flights board 30 minutes prior to departure so perhaps you can now understand why 2 hours is required. 

By the way, the next time you purchase on online ticket for air or your vacation, ask yourself, who will I call if I have a problem?  There is a reason they can sometimes sell it without a service fee…they won’t be providing you service if there is a problem.  My clients were all provided with gracious assistance with no additional costs.  That adds up to several hours on my part with no extra charges!  Ask yourself, if you had been a customer stranded in Europe during the fallout of the Iceland Volcano, what would you have done?  Back home, many Travel Agents were busy working on solutions to reroute and bring their clients home, or at least find them accomodations to make their extended stays more comfortable!  If you are traveling anytime soon, please pay attention to the advice of your travel agent.  Purchase the insurance and perhaps MOST importantly, plan to arrive at the airport at the required time!

As I told my last client, I may be angered by your behavior, same as my children sometimes, but I still love them and am there for them!  You are my client and I will always be there when you need me!

“Your Personal Travel Concierge”
Tina

PS:  You might find this information of interests regarding your rights as a passenger:  http://news.yahoo.com/s/ap_travel/20100601/ap_tr_ge/us_travel_getting_bumped_advice

Rarely does a week go by that a new client doesn’t ask the inevitable question, “What is the difference between using you and booking myself online?”  For many, the internet is a window to the world, opening up information and pictures to places they’ve only been able to dream about or see on television.  For others, researching their vacation plans is nearly as good as the trip itself.  In many ways, those researchers have done me a favor by gaining an understanding of the time which I can invest helping a client plan their trip.  Those clients who do their own research and then contact me to book their trip have done me a huge favor by understanding in advance exactly what it is they want, and what the costs associated with their trip are.

You may be asking yourself why those people turn to me to book rather than doing it online themselves?  Trust is the key.  When you are booking with Expedia, Orbitz or any other online resource, you don’t have the opportunity to establish a relationship which is essential in order to build trust.  I’m all for booking airline tickets online if you know exactly what you want and are comfortable with using the systems.  But a vacation is something you take perhaps once each year…if you are fortunate!  Do you really want to trust your decision to pictures and information without having established a relationship with the source?

The internet provides a great opportunity to gain information from other travelers who have gone before you and many of my customers turn to sites like trip advisor to research and determine customer satisfaction.  Was a resort great or mediocre?  How was the food?  What about the service?  Why are there so many conflicting comments?  The key here is to realize that everybody has different expectations!  I take pride in profiling my clients so that I understand what is important to them.  Just because I think a resort is great doesn’t mean that it is right for all of my clients!  I tend to prefer smaller, less crowded resorts…even boutique resorts where I can easily get to know people.  But they can tend to bore some with the lack of choices for entertainment, restaurants and pure relaxation.  The work fine for 2-3 days, but longer stays demand more choices.  What works well for a client during one trip may not be appropriate for another stay.

How many times has your agent asked you five basic questions before booking your trip:

1. Where do you want to go?
2. Where are you traveling from?
3. What dates did you want to travel?
4. Do you have a preference in room categories?
5. Who will be traveling with you?

Essentially, that is enough information to give you a quote, and it is certainly just about exactly what you will complete with any online booking engine in order to view suggestions.  Then you have the opportunity to make choices in flights and resorts.  Once you have spent an hour reading about all of the great resorts (even a 2 star sounds lovely online!) you may have narrowed down your choice and now get to choose from several room categories (some resorts have more than ten!).  This is where the value of an agent comes in handy, especially if your agent takes time to train and do site inspections each year as I do.  There is nothing like personal exposure to a product in order to understand and fit it to your clients! 

Beyond the air and property selections, there comes the “closing costs” associated with your booking.  For a cruise, it can be taxes and gratuities as well as fuel surcharges.  For a land package it is much simpler, but why would you try to make a decision on which insurance plan to choose (don’t just choose the least expensive because something is better than nothing) when the advice of a travel professional is free! 

FREE ADVICE?  You thought agents charged for their services?  If so, then you are using the wrong agent.  I may well receive criticism from other agents on that statement, but I take pride in the value I am still able to bring to my customers as their trusted resource without charging them a fee for most of my services.  But I don’t expect to work for free all of the time!  If you have questions, you can almost always get an answer from me by phone or email within a day.  Those questions help you make a decision.  On the front end of a relationship, you may ask a lot of questions.  I would expect if I wanted to make a purchase of an appliance that I would ask the in-store salesperson a lot of questions about their product before I made a decision.  What I wouldn’t do is use their time, and then purchase online.  I maintain that if I am willing to help you, you should be willing to purchase with me so that I can earn my commission. 

But you ask, what if what you saw online was cheaper?  Then TELL ME and give me an opportunity to investigate the product and compare the components.  In every case, I will guarantee you there is a reason and it has something to do with the product itself, not the fact that the online giants are able to sell for less.  They sell based on the customer’s ignorance.  The room category may not be as good as what I am offering because, remember, I know you and understand your preferences.  I will not give you the cheapest room.  I will offer you the vacation experience that I know you want!

One final point that I want to make is about insurance.  There is no “one size fits all” solution and even travel professionals like myself have to read the policies to be sure we are selling  you a product that will protect your interests.  I prefer a policy that will allow my customers to cancel for any reason, up until the hour of departure.  One that will refund their money, not provide a credit voucher.  Another essential choice is whether to carry a price protection clause (in case the economy falls out as it did in early 2009) and the ability to get a credit back for the price difference.  I sell with specific suppliers because I am familiar with not only their products, but their policies as well as their reputation.

I hope that you won’t trust your next vacation to anything less that the expert advise of your travel professional!  There are many reputable choices, all research-able online!  My advice is to spend your time locating and researching an agent, rather than your next trip.  The benefits will be well worth it for you and your Travel agent will appreciate that you trust her choices rather than challenging her with a “better price” you found online!

“Your Personal Travel Concierge”
Tina M. Erskine