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Is a travel agent worth it the pros and cons.

Travel experts agree there are several advantages to hiring a vacation planner.

The Pros & Cons of Using a Travel Agent

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A travel agent can save you money and time.

Need to pivot your trip plans but don't want to deal with the extra time, money and hassle of rebooking flights and accommodations on your own? That's just one area where a knowledgeable travel agent (also commonly known as a travel advisor) can help. Read on to discover the other benefits – as well as the downsides – of using a travel agent, so you can confidently decide whether or not a travel agent is worth it for your next trip.

The Pros of Using a Travel Agent

Travel agents can save you money – and get you other perks.

"In some cases, you'll actually get a better  deal by working with a travel agent," says Jackie Steele, travel expert at MagicGuides . "This could be in the form of a cruise onboard credit (free spending money to use on the ship), access to special agency/group rates, or even just learning about a discount you qualify for but weren't aware of." The best agents will even keep an eye on new discounts as they're announced and apply them to your trip even after you've booked, he notes.

Travel agents handle all the details

Hotel room? Booked. Dinner reservations? Made. Tour tickets? Ready to go. A travel agent handles every detail of your vacation itinerary. "The traveler still gets to be involved in the fun part of dreaming up ideas and providing their travel wishes, while we take and perfect them," says Jessica Parker, founder of Trip Whisperer .

Molly McShea, owner and travel advisor at McShea Travel , points out that travel agents can also help with timing logistics. "Travel agents know how many days should be spent in each destination, which tours go together, and how many things you should do in a day," she says, adding that crafting an itinerary can be challenging if it's not something you regularly do. Additionally, travel agents can help you choose the best time to visit your preferred destination(s) based on seasonality and your budget, and sift through travel insurance policies to find the best option for your needs.

Travel agents can provide local expertise

"A travel advisor's industry connections and relationships provide added value to their clients," says Valerie Edman, a luxury travel advisor and agency owner at Cultured Travel LLC. She says when working with a travel agent, travelers gain access to a global network of connections including:

• In-destination specialists who work exclusively with travel advisors and can connect travelers with unique, off-the-beaten-path experiences they wouldn't otherwise know about
• Exclusive experiences not available to the general public

You'll avoid surprise fees

When deciding if a travel agent is worth it for you, remember this: A reputable agent can guarantee you won't encounter any surprise fees on accommodations and activities once your trip is booked.

You'll have someone to troubleshoot unexpected travel issues

A travel advisor is essentially your personal vacation concierge. "Because they've been around for so long, agents really know what to look for," says Christopher Elliott , a consumer advocate and journalist. "Travel agents are among the first to know about flight cancellations and delays , making it easy for them to rebook itineraries right away." 

The Cons of Using a Travel Agent

It might not be your cheapest option.

There are some instances when it makes more sense to plan your own trip. "If you're planning a quick flight from New York City to Los Angeles, it's easy enough to book it yourself online directly or through a third-party booking site," says Elliott. "If you're planning a once-in-a-lifetime trip or bucket list honeymoon , that's when you call the experts."

You'll have less flexibility in your itinerary

The upside of working with a travel agent is having someone plan an epic vacation for you based on industry knowledge and local expertise. But this can also be a downside in the event you discover an activity you'd like to do or a restaurant you'd like to try that isn't on your pre-planned itinerary. If you alter your plans, you risk losing money; plus, the time it takes for you and your travel agent to coordinate your change of plans may not be worth the hassle.

You still have to do some research

It's important to find an agent you can trust, which means you still have to do some of the vacation planning. For this part, Parker recommends picking up the phone. "Lots of people avoid or don't pick up the phone as much anymore," she says. "That's where you get the high-touch service, tone of voice, excitement or concerns to manage." She advises to look for the following red flags:

• No fees: " Travel advisors are charging planning fees more now or increasing them, so the client knows more confidently than ever, we work for them, not the suppliers with the best commissions," Parker explains. "There are a lot of things that are non-commissionable and the advisor's time and expertise shouldn't be given away for free, either. That's the best way to show an advisor takes their business seriously."
• Limited options: If you work with someone who is inexperienced or has an incentive to book you with a certain supplier, they may not be prioritizing your best interests. "It's important to check if they are with a larger consortia, accreditations and network, typically listed on their website and signatures," says Parker. "That level of mindshare doesn't come with a lone advisor unless they have many, many years of experience."
• Slow response times: If communication is delayed, that's a sign they may be too busy to plan your trip – but again, this is something you can avoid by having the right conversations early on.

Edman suggestes starting your search with the American Society of Travel Advisors . "ASTA-verified travel advisors are committed to the highest industry standards and have verifiable industry knowledge so consumers can feel confident in working with them," she says.

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Money-Saving Strategies for Buying Travel Insurance

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If you're planning a summer vacation , thinking about what could go wrong is probably the last thing you want to do.

But travel insurance could come in handy if your trip is canceled or interrupted due to a medical emergency, a natural disaster, or another unforeseen event. And deciding whether you need it—and if so, what kind—means planning for the worst.

The first question is whether you need a policy at all. The answer? Not always, according to Jeffrey Miller, a travel law attorney and professor at Florida Atlantic University, who says that much depends on your personal situation as well as the type of trip.

"The millennial going to Las Vegas doesn't need travel insurance," he says. "But if you're in your 40s and have elderly parents who might fall ill and cause you to cut short your holiday, then yes, you should definitely get coverage." 

In general, it's probably prudent to protect any trip that's valued at more than a few thousand dollars. Beyond that, other factors to consider might be the age and health of the travelers and whether your itinerary takes you into remote or risky territory.

"Our No. 1 claim type is trip cancellation," says Berkshire Hathaway Travel Protection vice president Carol Mueller. So bear in mind that you don't always need a Cadillac plan that covers everything from lost baggage to medical evacuation costs.

There are, of course, a multitude of plans to choose from, and you can narrow it down with the help of a travel agent or an online aggregator. Generally, policies fall into three categories—basic, midlevel, and premium—with coverage and prices rising accordingly.

Typically, premiums for comprehensive coverage range from 4 to 10 percent of the total tab of your trip. In recent years, however, travel insurers have come out with tailored policies at lower prices. For example, Berkshire Hathaway has a no-frills "Air Care" plan that just covers flight mishaps like delays or lost bags, starting at $26 for a simple round trip.

If you do decide you need to cover all bases, however, you might want a broad-based policy. Just bear in mind that it's important to know exactly what's covered.

Inquiries to travel insurance companies typically soar after high-profile events like acts of terrorism, or an outbreak of a disease like the  Zika virus.   For example, calls to insurers spiked after the recent grounding of the  Boeing 737 Max , according to the comparison site Insure My Trip. But as anxiety-provoking as events like these may be, under most travel insurance plans, they're not considered valid grounds to get a full refund if you cancel your trip.

Here, five guidelines to make sure you get what you need without overpaying.

Check Your Existing Insurance Coverage

You may already have some travel insurance as a perk of your credit card, but you'll need to check.

Some credit card issuers offer coverage for car rental damage, lost luggage , or trip cancellation, but any protection they do offer is likely to come with some limits on the ultimate payout. For rental cars, your personal auto insurance may cover you, too.

Nonetheless, if you have credit card coverage, you may be able to get by with a less expensive general trip protection plan. And when it comes to baggage , know that coverage from travel insurers is typically considered secondary, meaning it will pay only for anything in excess of what you're entitled to if you file a claim with your airline .

It's also worthwhile to look into your health insurance and whether it will cover you when you're on the road. Medicare, for example, won't help if you're not in the U.S., but other insurers might.

Aetna, for instance, covers policyholders on international trips, but the care is reimbursed as "out of network," which means higher out-of-pocket costs. And if you have an accident and need to be airlifted to a hospital, the costs of care can skyrocket .

If you're buying travel medical insurance, be aware, too, that some policies won't cover pre-existing conditions. Even when they do, they're often dependent on your purchasing the policy close to the date when you bought the trip. (Some have a "look back" clause that can search your health records for as long as a year prior.)

Comparison Shop

If your trip planning begins with booking an airplane ticket, you'll almost certainly be prompted to buy trip protection from the airline before you hit the purchase button. Don't rise to the bait, says Miller. "It's better to seek out all the options before you buy."  

Whether or not you buy through them, websites like InsureMyTrip and SquareMouth provide free quotes from multiple insurers and make it easy to filter search results by your customized needs.

In many states, travel agents who sell trip insurance are licensed for that purpose, and their knowledge and experience can also help narrow your choices appropriately. Whatever source you use, think carefully about what benefits you actually need before putting your money down.

Be Aware of Timing Provisions

Perhaps it's hurricane season, and you're having second thoughts about having paid in full for that upcoming beach holiday in the tropics. Can you take out an insurance policy to ease your worries?

You might be able to, but don't wait until a particular storm threatening your vacation is powerful enough to have been christened, advises Berkshire Hathaway's Mueller.

"When a hurricane is named, it is no longer an unknown event and no longer covered as a reason for cancellation" if you haven't already purchased the policy, she says. 

That's not the only timing factor to consider. A terrorist attack in your intended destination could be grounds to cancel under some policies with a terrorism clause. But usually that coverage applies only if you're traveling within 30 days of the event. If your trip is still six months away, the insurance won't pay out simply because you no longer want to go.

In general, you may be able to buy some types of trip protection up to 24 hours before your departure, but waiting until that point might mean you can get only basic coverage like baggage loss or damage protection and emergency medical coverage, according to Allianz Travel Insurance .

For more comprehensive coverage that includes benefits like a pre-existing medical condition waiver or protection if a trip is canceled because of a terrorist attack or an airline bankruptcy, a policy typically must be purchased within 14 days of making the initial trip deposit.  

Look Into Annual Plans

If you're taking more than two major trips per year, an annual plan could be a better deal than paying as you go with single-trip policies, according to Stan Sandberg, co-founder of TravelInsurance.com . Both types of plan can cover the same occurrences (trip cancellation, medical emergencies), but the year-long coverage could bring your pro-rated costs down. 

For example, insurance provider April Travel Protection recently launched a customizable annual plan that covers an unlimited number of trips per year, both in the U.S. and abroad. Customers can choose their level of coverage for trip cancellation or interruption, medical care, evacuation, and other events.

Prices start at $75 for those under 30, rising up to $179 for those 60 years or older. This policy isn't sold in all states, however, and the state of Washington doesn't permit annual plans of any type to be sold there. 

Be Careful About CFAR Insurance

Every insurance policy has sits own specific rules about what triggers coverage. That's why you should be skeptical of "cancel for any reason" (CFAR) insurance, which sounds appealing but is pricey, frequently running 40 percent more than basic insurance. What's more, this coverage often pays out only from 50 percent to 75 percent of your total expenses vs. the full cost paid by regular travel insurance.

Some states, such as New York, may limit or prohibit sales of CFAR policies. (The New York Department of Financial Services explains that because insurance is intended to protect against unforeseen events, CFAR can't be considered real insurance since it allows the buyer to control the reasons for filing a claim.)

So keep in mind that trip insurance, like all other protection policies, is subject to state regulation, which can vary widely around the country. Check with your own state's regulator if you're concerned whether you can buy a particular type of coverage.

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Travel web sites: You still need to compare

After closely evaluating the six largest independent travel web sites, we wish we could recommend just one as your one-stop shopping tool. But while several excel in certain areas, none outshines the others in all aspects of booking.

Consumer Reports Travel Letter, in conjunction with Consumer WebWatch, has examined the six largest integrated travel sites: Cheap Tickets, Expedia, OneTravel, Orbitz, TravelNow, and Travelocity. In the end, we found that to get the best fares you have to comparison shop. Not only does no one site do it all, but Southwest, the largest low-fare airline in the country, is not listed in any of them. However, our study clearly explains which are the best and worst sites.

CRTL found that Expedia beat its competitors in providing the greatest number of lowest fares but that Travelocity offered the best array of low fares coupled with viable flight choices. Travelocity had the best booking tools. Expedia and Travelocity also had the best customer service and privacy & security policies.

Our full report is available in our  Consumer Reports Travel Letter Electronic Edition . It provides answers to these questions:

• Which site provided the greatest number of lower fares?
• Which site suggested that the best flight between Miami and Atlanta included a stop in Newark?
• Which was the only site that provided flights and fares for every query?
• Which two sites did not allow us to cancel bookings via a toll-free number?
• Most important, which were the best overall sites?

Orbitz, which is owned by five major airlines, performed well at providing lowest fares and viable flights, but it was edged out in most tests by either Expedia or Travelocity. The technological divide between the larger three sites and the others-Cheap Tickets, OneTravel, and TravelNow-is so considerable that CRTL cannot recommend the smaller sites at all, unless the consumer is looking for deeply-discounted and nonrefundable fares.

The CRTL study also found that it is getting harder to find the best fares through a travel agent. Between 24 and 78 percent of the time, each of the six sites offered prices equal to or lower than those posted in the largest computer reservations system used by travel agents. That’s a big change from when CRTL tested travel web sites in Oct. 2000, when the range was between 6 and 22 percent.

CRTL has brought an unprecedented level of expertise and repetition to its testing of travel booking methodology. First we selected 10 busy domestic nonstop routes and created itineraries likely to be used by both leisure and business travelers. Then we simultaneously requested flight and fare data from the six sites during nine separate test sessions, for a total of 540 flight queries. All testing was done in real-time conjunction with our outside consultant, who made identical queries via a DOT-regulated computer reservations system. When undertaking such testing, CRTL has called upon the full resources of Consumers Union, including the Research, Statistics, Survey, Fact-Checking, and Legal Departments. We conducted these tests anonymously and off-premises, at various times of the day and week.

Once again, our extensive testing raised serious questions about potential bias and the way in which flight information is displayed, due to the relationship between travel web sites and the airlines that own or advertise on them. Consumers Union has expressed these concerns by officially requesting that the U.S. Department of Transportation (DOT) regulate integrated travel web sites the way it regulates computer reservations systems used by travel agencies.

CRTL, which is published by Consumers Union, accepts no advertising and has no marketing ties to any travel companies. The publication accepts no free gifts or trips.

Through its grantors, Consumer WebWatch funded the research for CRTL’s latest examination of independent airline ticket-booking web sites. Consumer WebWatch staff also participated in the research. Consumer WebWatch ( www.consumerwebwatch.org ) is a project of Consumers Union, supported by grants from The Pew Charitable Trusts, the John S. and James L. Knight Foundation, and the Open Society Institute. Its mission is to investigate; inform; and improve the credibility of information on the web. The project will accomplish that mission through research, through establishment of guidelines for better information practices on the web to benefit consumers, and through ratings of sites based on their compliance with those guidelines.

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Complaints about travel

If you have a complaint about travel by air, land, or sea, find out where to share your complaint to get the problem resolved.

Complaints about an airline or TSA

The kind of complaint you have about an airline or an airport experience with the Transportation Security Administration (TSA) determines where to go with your complaint.

• Airline service or discrimination - First, attempt to resolve your complaint with the airline. If the airline does not fix the problem, file a complaint with the U.S. Department of Transportation (DOT) . 
• Airline safety - Contact the Federal Aviation Administration (FAA) hotline .
• Airline security - Contact the TSA through their security issue web form.
• Airport experience with TSA - Contact the TSA through their complaint web form.

Learn about your consumer rights as an air traveler and how to avoid problems.

Vacation rental scams

Vacation rental scammers may try to take your money by offering a vacation property that does not exist or that they do not have the right to rent to you.

Learn from the Federal Trade Commission (FTC) about vacation rental scams , including:

• How they work
• How to avoid them

If you have encountered a vacation rental scam, report it to:

• The website where you saw the listing
• The credit card or other service you used if you paid the scammer
• Your local law enforcement

Complaints about a hotel or motel 

• Begin by sharing your complaint with the front desk, manager, or customer service line.
• If you feel your issue was not resolved, contact the regional manager or another senior executive if the hotel or motel is part of a chain.
• Depending on the type of complaint, if it is not resolved, you may also contact the local health department or the state consumer protection office .

Complaints about travel agents and travel agencies

Begin by complaining to a local travel agency’s manager. If you are using an online booking service, complain to their customer service department. If your complaint is not resolved, you can contact:

• The state consumer protection office where you live or where the travel company is located
• Your local Better Business Bureau

Complaints about cruises

• If you have a complaint while you are on a cruise, contact the ship’s guest services office.
• To complain before or after a cruise, contact the cruise line’s customer service department.

If the problem is not resolved, contact the Federal Maritime Commission by email at [email protected] or download, fill out, and mail or fax their cruise dispute services request form .

Car rental complaints

If you have a complaint about a rental vehicle, try contacting the rental agency’s customer service department first. If you cannot get your complaint resolved with the rental agency, contact:

• Your state consumer protection office
• The Federal Trade Commission

LAST UPDATED: December 7, 2023

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Air Travel Consumer Reports

The Air Travel Consumer Report is a monthly product of the Department of Transportation's Office of Aviation Consumer Protection. The report is designed to assist consumers with information on the quality of services provided by the airlines. The most recent report was issued on April 11, 2024.

Air Travel Consumer Reports

• March 2024 Air Travel Consumer Report
• 2024 Air Travel Consumer Reports 
• Air Travel Consumer Report Archive

How the Report is Organized

The report is divided into the following sections:

• Flight Delays  
• Mishandled Baggage, Wheelchairs and Scooters
• Oversales  
• Consumer Complaints  
• Airline Reports of the Loss, Injury, or Death of Animals During Air Transportation
• Customer Service Reports to the Transportation Security Administration

The sections that deal with flight delays, mishandled baggage, wheelchairs and scooters; and oversales are based on data collected by the Department's Bureau of Transportation Statistics.

The section that deals with consumer complaints is based on data compiled by the Office of Aviation Consumer Protection (OACP). The section that deals with customer service reports to the Department of Homeland Security’s Transportation Security Administration (TSA) is based on data provided by TSA. The section that deals with animal incidents during air transport is based on reports required to be submitted by airlines to the OACP. Each section of the report is preceded by a brief explanation of how to read and understand the information provided.

The report is usually issued during the second week of each month. Oversales are reported quarterly rather than monthly, and oversales figures may be slightly older than the other data in certain months. The report, which contains tables of information, is best printed in "landscape" orientation.

Additional air travel data can be found on the Bureau of Transportation Statistics website .

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MONTHLY INSIGHTS March 04, 2024

U.S. Travel has temporarily paused our monthly data newsletter, however, the latest travel data is still available via the U.S. Travel Insights Dashboard . This dashboard is updated each month (member login required).

The U.S. Travel Insights Dashboard , developed in collaboration with Tourism Economics, is supported by more than 20 data sources. The dashboard is the most comprehensive and centralized source for high-frequency intelligence on the U.S. travel industry, tracking industry performance, travel volumes and predictive indicators of recovery including air and lodging forecasts, DMO website traffic, convention and group trends, travel spending and losses, traveler sentiment, among others to measure the health of the industry.

Key Highlights January 2024:

• Travel appetite started the year on a softer note, but overall growth continued. Air passenger growth remained positive, up 6% versus the prior year but lower than the double-digit growth seen through 2023. Foreign visits remained strong, up 24% YoY.
• Hotel room demand continued a trend of slight contraction falling 1% versus the prior year, while short-term rental demand grew 1%, a lower rate than 2023.
• A particular bright spot was that group room demand within the top 25 markets displayed solid growth of 9% relative to the prior year.
• The outlook for the economy remains fairly optimistic due to the strength of the labor market, looser financial conditions and healthy household and nonfinancial corporate balance sheets. This has filtered through to slightly higher consumer sentiment in February.
• Sentiment is also growing for upcoming leisure travel in 2024. The share of travelers reporting having travel plans within the next six months increased to 93% in January from 92% in December, according to Longwoods International’s monthly survey.
• Travel price inflation (TPI) fell slightly in January as a result of falling transportation prices. Sticky services inflation should see relief from decelerating wage growth. However, upside risks stem from rising healthcare costs, supply chain disruptions and slowing labor supply. Source: U.S. Travel Association and Tourism Economics

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