Agents can also help cruisers sort through the myriad insurance options so they cover the contingencies most likely to happen to them.
Bottom Line: An experienced cruiser who knows his or her way around the various lines shouldn't find any surprises when booking without agent assistance. But given that travel agents generally don't charge booking fees for cruises, agents are a good bet.
Picking the Right Travel Agent
With more than 100,000 travel agents working in the United States, the challenge isn't finding one, but choosing the right one. Here are tips for doing that:
• Ask friends and colleagues for a referral, just as you would when looking for a dentist or contractor.
• Check affiliations. Membership in organizations such as the American Society of Travel Agents (ASTA) and the Cruise Line International Association (CLIA) indicates that the agent has agreed to a code of ethics. (They can be excommunicated from the group for failing to adhere to them.) You also can dig one level deeper and ask for the industry affiliations of a tour operator they've recommended. The U.S. Tour Operators Association, for example, not only vets its members but requires them to put money into an escrow account in case they go out of business. To find ASTA members, visit www.travelsense.org. The site allows you to search for agents by location, specialty, your destination, or all three at once.
• Check credentials. The Travel Institute, a nonprofit training center in Massachusetts, offers certification. A CTA, or Certified Travel Associate, has completed at least 12 travel-related courses, has worked in the industry for at least 18 months and has passed a test. A CTC, or Certified Traveler Counselor, has completed at least 24 courses, has at least five years experience and has passed a test. The institute also trains destination specialists. Certified agents, and those further certified as specialists, are listed at www.thetravelinstitute.com, with links to each agent's site.
• Ask for references. A good agent should have satisfied customers willing to share their experience, says Alexis Benson of the Travel Institute.
• Ask questions. Ask where they've been, where their colleagues in the office have been, and where they've sent large numbers of people. "If no one in the office has been anywhere but Cancun and you're not going to Cancun, maybe they're not the ones you want," says Heather Dolstra of Democracy Travel in D.C.
• Listen for questions. Agents should feel you out before suggesting a destination or particular cruise line. "If you tell me you want to go to Mexico, I shouldn't say, 'Great, I can set you up in Puerto Vallarta,' " says Kathy Sudeikis, president-elect of ASTA. "Agents should be asking what trips you've taken in the past that you've enjoyed, whether you prefer quaint, rustic or luxurious, or if you had to choose between a Hyatt and a Motel 6, which would it be. They should ask you what you like to do: If you like sightseeing, you have to go to certain places in Mexico."
• Decide if you need a specialist. Increasingly, agents are marketing themselves as specialists in either certain types of travel or certain destinations. Many agents interviewed said they can research an unfamiliar destination, but admit that it will take them more time than planning a trip to a place they know well. All acknowledge that familiarity breeds expertise, but on the other hand, as Dolstra put it, "Are you looking for someone you can have a relationship with in planning lots of trips, or a one-shot Johnny?"
-- Cindy Loose
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Reserving a Hotel Room
Doing It Yourself: Most major-brand hotels promise that if you find something cheaper than what's listed on their own sites, they'll match and give you a bonus, such as an upgrade or free breakfast. Most online sites, such as Hotels.com, Quikbook.com and all-purpose sites like Expedia.com, make the same best-price guarantee, under varying circumstances. They also allow you to view prices at thousands of hotels at one location. But these sites generally require you to prepay, so you'll end up paying at least something if you cancel. Sometimes you'll find your best price by calling a hotel directly and negotiating. You also can find inns and bed-and-breakfasts at local tourism sites and by using a search engine that will lead you to B&B trade groups. Beware of taking the photos at face value.
The Agents' Argument: It's a common misconception that travel agencies will only steer you toward major hotel chains. Heather Dolstra, of Democracy Travel in Washington, says she deals with providers who rent villas and condos and with groups of small inn and B&B owners. Goldstein, of Travel-On, says his agency belongs to three buying consortia that provide discounts to tens of thousands of hotels worldwide. If you doubt that you're getting the best rate on a particular hotel, you can of course check that hotel's own site.
Agents are inundated with notices of special promotions, says ASTA's Sudeikis. "If you like the Four Seasons, for example, I can tell you that the one in Boca Raton is having a half-price special." Agents can also clue you in to the little things that may be a big deal to you -- like the difference between an adjoining and a connecting room. If you're getting a second room for your kids, you'll probably want connecting -- meaning there is a door between the rooms. If your snoopy in-laws are with you, you'd want adjoining (no connecting door), or maybe different floors, or even adjoining hotels. (Blame the latter on a travel agent mix-up.)
Some agents charge a fee for making hotel reservations, some don't. Those who do charge an average of about $15 per trip, according to ASTA.
Bottom Line: If you want to stay at a chain hotel or someone has recommended a lovely little property or resort, do it yourself. If price is your chief concern and you're willing to do the legwork to ensure that you're in the right part of town, skip the agent. If you're not sure where you want to stay, or have a special request -- say a villa in Provence -- you might be better off getting the help of a travel agent who's been there or has heard back from a lot of satisfied clients.
Renting a Car
Doing It Yourself: Online travel sites generally provide prices from a variety of car rental agencies. Check a few, and be sure you know what is and isn't included. Things to watch out for: Is mileage included? Is the company on airport grounds or merely "near" the airport? Given that weekend rates are so cheap compared with weekdays, are you better off taking cabs for a couple days of your trip and then renting later in the week? Is insurance included, and if not, is it mandatory?
The Agents' Argument: Travel agents routinely negotiate bulk rates, but usually only with the top car companies. Thus, if you're determined to deal only with a major brand like Hertz or Avis, you might find that your agent's negotiated rates are as good as it gets. Agents have an incentive to book with the companies they've negotiated with, since if they don't deliver volume, they won't get the best rates the following year.
If you're open to other car companies, make that clear; an agent can shop sites open only to agents, as well as sites consumers can see, too. Some agents charge a fee for this service -- an average of about $15 per rental. Some waive or reduce the fee if the customer is also buying other products.
Bottom Line: If you prefer to deal with the largest car companies and have an agent who has a negotiated rate with your favorite firms, call the agent. If you're shopping for price only, it's probably not worth paying an agent fee.
