Smart Travel: Upgrade Your Getaways

Episode: Skip Google, Get the Suite: How Travel Advisors Deliver Luxury You Can’t Book Yourself
Air date: December 24, 2025
Hosts: Sally French & Meghan Coyle (NerdWallet Travel)
Guest: Jen Lee, President & CMO, Travel Planners International and Vacation Planners

Episode Overview

This insightful episode explores the evolving—and newly vital—role of travel advisors (formerly known as agents) for modern travelers. Sally French interviews Jen Lee, a respected leader in travel planning, to reveal how travel advisors can unlock unique perks, save travelers money, and deliver curated, hassle-free getaways. The discussion demystifies how advisors work, what services cost, where travelers gain (and where they don’t), and what mistakes to avoid—all with actionable advice for every type of trip.

Main Discussion Points

The Modern Role of the Travel Advisor

[02:17]

• The profession has shifted from mere booking agents for travel partners to consumer-focused advisors.
• Travel advisors now act more like “financial advisors for your vacation”—curating experiences, managing logistics, and supporting clients during and after trips.
• Quote (Jen Lee, 02:34):
  “Their role is not just giving the advice, it's curating the experience. It's managing that multi-pronged trip... and then afterwards ensuring that—alright, we’re back—what's next?”

How Travel Advisors Personalize Trips

[03:50]

• Advisors start by asking deeper questions beyond “Where do you want to go?” to uncover motivations and needs (“Why Italy? What’s important to you about Italy?”).
• They build trips tailored to travel style, family needs, and special requests rather than one-size-fits-all packages.
• Quote (Jen Lee, 03:50):
  “A travel advisor says, tell me why Italy? What's important to you about Italy? And they start from there because there's usually a story behind it.”

Cost Structure: What Do Travel Advisors Charge?

[04:27 / 05:23]

• Advisors are compensated via commissions from travel partners and/or direct fees (planning, modifications, cancellations).
• Not all trips require an advisor: simple hotel or flight bookings are best handled solo; complex or luxury travel yields more value.
• Working with an advisor doesn’t necessarily mean spending more—many save money via access to bulk inventory and special rates.
• Quote (Jen Lee, 05:56):
  “If you just want to book a hotel, book a hotel direct. Like, you don't need to go through a travel advisor... Travel advisors are mostly used for people who say, I have seven days of vacation, I have $7,500... help me come up with something within that budget that really puts me on vacation.”

Unique Perks and Money-Saving Advantages

[07:15 / 10:44]

• Advisors can access “blocked” cruise cabins (held years ahead at old prices), group rates at hotels/resorts, and special airfares—often below retail.
• Guests can score luxury upgrades they could never book alone: suite-level rooms for the price of basic ones, hotel credits, early/late checkout, free breakfast, and extras like welcome gifts.
• Some travel perks mirror credit card “elite” benefits—no annual fee required.
• Quote (Jen Lee, 10:44):
  “You might be looking online…you can get a veranda cabin for... $2,400 per person. The Travel Advisor could get you a suite for the same amount... those upgrades happen.”
• Quote (Jen Lee, 11:18):
  “I got $100 credit to use at the hotel any way I wanted to—early check-in, late checkout, free breakfast... If you didn't work with a travel advisor, you wouldn’t get any of that.”

Questions of Objectivity: Are Recommendations Skewed by Commissions?

[12:48]

• Jen Lee dispels the myth: advisors are motivated by customer relationships and long-term business, not quick commissions.
• Prioritizing the client’s needs secures referrals and repeat customers.
• Quote (Jen Lee, 12:48):
  “Travel advisors are not motivated by commission... It's the X's and O's which are the relationships. Right? So travel advisors don't want your one piece of business, they want to keep you as a client.”

Handling Travel Hiccups: Advisors as On-the-Go Support

[13:57]

• Advisors offer crucial support during travel: if your flight’s cancelled or hotel is overbooked, they handle the hassle, proactively rebooking clients or providing up-to-the-minute updates—especially valuable with kids or when abroad.
• They also explain and recommend the right travel insurance, which many travelers misunderstand or buy incorrectly.
• Quote (Jen Lee, 13:57):
  “Once you’re traveling, your travel advisor is still with you... When flights get canceled... a travel advisor is already on top of it. They're working on it for you.”

The Process: What Working with an Advisor Looks Like

[15:54]

• Begins with a 15-20 minute consult—advisors explore preferences, requirements, and fees.
• They present tailored options, handle bookings, provide travel documents, and check for issues like passport validity.
• Advisors are available during the trip, often texting to confirm arrangements and provide packing tips.
• Quote (Jen Lee, 15:54):
  “They're gonna talk to you about... terms and conditions and if there are any additional fees... send over a handful of options... keep you up to date... check to make sure your passport isn’t going to expire too soon...”

Why Advisors Are (Still) Popular in the Age of AI

[17:24 / 17:58]

• Despite the rise of booking platforms, demand for advisors is at an all-time high—especially post-pandemic, with travel more complex and travelers seeking value.
• The disappearance of local storefront agencies made it seem the field declined, but the shift is to independent, often virtual, advisors.
• Quote (Jen Lee, 17:58):
  “The Internet has not put advisors out of business at all. It's only made it stronger. AI has only made it even stronger because AI helps you inspire… then you want it to be specific to you.”

Rapid-Fire Travel Expert Q&A

[19:41 — 22:56]

• Favorite destinations: Jackson Hole, WY; Munich; Dublin; Cape Town.
• Bucket List: Galapagos, Antarctica.
• Trend: River cruises in Europe—“hot, hot, hot, hot, hot.”
• Biggest traveler mistake: Trusting Instagram (and AI-generated images) for trip ideas; skipping travel insurance.
  • Quote (Jen Lee, 21:00):
    “There’s no lazy river in Santorini, babe. I’m sorry.”
• Needed change: Industry-wide consistency—better consumer experience.
• Single best advice: Always bring a carry-on and pack a couple of days' worth of clothes; pack your patience.

Notable Quotes & Memorable Moments

• On travel insurance:
  “I've seen people out hundreds of thousands of dollars because they had to be airlifted... that's an extremely costly mistake is not having travel insurance.” —Jen Lee, [21:16]

• On value:
  “Value isn’t necessarily saving apples to apples... value is that time, that investment—I got exactly what I needed out of it.” —Jen Lee, [19:02]

• On social media influencing travel:
  “Relying on Instagram to tell you... There was one not too long ago, looked like it was like a lazy river through Greece. There is no such place.” —Jen Lee, [20:53]

• On travel advisor income:
  “I've got advisors that are making $300,000 a year.” —Jen Lee, [18:27]

Bonus Segment: Airbnb Perks & Flexibility

[23:26—24:50]

• Meghan shares that Airbnbs sometimes rival hotels for perks: free late checkout, luggage storage, amenity mini-bars—all through direct host communication.
  • “If there is a perk that you're looking for... just ask them and you might be surprised at what they can do.” —Meghan Coyle, [24:30]
• Sally notes hotels often charge for similar amenities unless you have elite status—reminding listeners it’s always worth asking, wherever you stay.

Takeaways for Travelers

• Use a travel advisor for complex, luxury, or curated trips—they can unlock perks and value unavailable to the DIY traveler.
• Know when to book yourself—point-to-point hotel or basic flights don’t require outside help.
• Be honest about your needs and motivation—the more you share, the better your advisor can tailor your experience.
• Verify travel insurance—and ignore Instagram myths.
• Always pack a carry-on with essentials and pack your patience.

For questions, comments, or your own travel stories:
Email the show at traveldwallet.com or send a voice memo.

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