What AI Can’t Book: How Travel Advisors Deliver VIP Perks at No Extra Cost

Summary

Smart Travel: Upgrade Your Getaways Episode: What AI Can’t Book: How Travel Advisors Deliver VIP Perks at No Extra Cost Release Date: July 2, 2025

In this enlightening episode of Smart Travel: Upgrade Your Getaways, hosted by NerdWallet Travel experts Sally French and Megan Coyle, the spotlight is on the indispensable role of travel advisors in the modern travel landscape. Entitled "What AI Can’t Book: How Travel Advisors Deliver VIP Perks at No Extra Cost," the episode delves deep into why personalized human expertise remains irreplaceable despite the rise of artificial intelligence and online booking platforms.

Introduction to the Modern Travel Advisor (10:14 - 17:09)

The episode features an exclusive interview with Jen Lee, President and CMO of Travel Planners International and Vacation Planners, based in Maitland, near Orlando—the vacation capital of the world. Sally introduces Jen, highlighting her extensive experience and leadership in the travel advisory sector.

Jen Lee articulates the evolving role of travel agents, emphasizing a shift from merely booking services to curating personalized travel experiences. She explains, “Travel advisors of yesteryear were really agents of the supplier... The role has flipped over the last eight to ten years where it’s all about asking the right questions and ensuring a curated experience” (11:08).

Cost Efficiency and Value Addition (17:09 - 23:16)

A significant portion of the discussion centers on the financial benefits of using a travel advisor. Jen outlines three primary ways advisors can save clients money:

1. Blocked Cruise Inventory: Travel advisors often have access to pre-booked cabins at lower prices. For instance, Jen mentions, “A client could look online and try to book with Celebrity and it’s going to be $1,700 less to book it with us because we have that cabin already blocked” (16:10).

2. Package Deals: Advisors can bundle flights, hotels, and car rentals to secure better rates and exclusive promotions that aren't available to the general public.

3. Exclusive Air Rates: Access to special airfares, particularly in premium classes, which are often not available through standard booking channels.

Jen underscores that these savings often outweigh any planning fees, making travel advisors a cost-effective choice for many travelers.

Enhancing the Travel Experience with VIP Perks (23:16 - 27:05)

Beyond cost savings, travel advisors add significant value through exclusive perks and upgrades. Jen shares personal anecdotes, such as receiving a $100 hotel credit, early check-ins, late checkouts, and complimentary amenities like wine and chocolates—all curated through her services. She states, “If you didn’t work with a travel advisor, you wouldn’t get any of that” (19:50).

This personalized touch mirrors the benefits offered by premium credit card programs but without the hefty annual fees. Sally draws a parallel, noting, “You could expect similar benefits without having one of those credit cards” (20:32).

Trust and Reliability: Building Client Relationships (27:05 - 31:12)

Jen emphasizes that travel advisors prioritize building long-term relationships over chasing commissions. “Travel advisors are not motivated by commission... they are motivated by building a business and maintaining client trust” (20:50). This client-centric approach ensures that recommendations are tailored to individual needs rather than driven by partnerships with specific suppliers.

She also highlights the comprehensive support advisors provide, from the initial planning stages to handling emergencies during travel. For example, if a flight is canceled, the advisor proactively assists in rebooking and managing any inconveniences, thereby minimizing stress for the traveler.

Navigating Complex Travel Requirements (31:12 - 33:36)

The conversation shifts to the complexities of modern travel, such as changing visa requirements and the intricacies of themed vacations like Disney cruises. Jen points out that travel advisors stay abreast of these changes, ensuring clients are well-prepared and compliant with all necessary regulations. This expertise is invaluable in avoiding costly mistakes and ensuring a smooth travel experience.

Rapid Fire Insights with Jen Lee (27:36 - 31:12)

In a dynamic rapid-fire segment, Jen shares her favorite destinations, upcoming travel trends, and common travel mistakes. Highlights include:

• Favorite Destinations: Jackson Hole, Wyoming; Munich, Germany; Dublin, Ireland; and Cape Town, South Africa.
• Top Trends: River cruises in Europe are particularly popular due to their convenience and social nature.
• Common Mistakes: Relying solely on Instagram for travel planning and neglecting travel insurance, which can lead to significant financial losses in emergencies.

Jen advises always having a carry-on bag and packing patience, reinforcing the importance of preparation and flexibility in travel (30:30).

Conclusion: The Enduring Value of Travel Advisors (31:12 - End)

Sally and Megan wrap up the episode by reaffirming the invaluable role of travel advisors in enhancing the travel experience. They encourage listeners to consider the benefits of personalized planning, exclusive perks, and the peace of mind that comes with expert support. The episode closes with a call to action for listeners to share their experiences and continue engaging with the Smart Travel community for more insights and tips.

Notable Quotes:

• Jen Lee: “Travel advisors are not motivated by commission... they are motivated by building a business and maintaining client trust.” (20:50)
• Jen Lee: “A client could look online and try to book with Celebrity and it’s going to be $1,700 less to book it with us because we have that cabin already blocked.” (16:10)
• Jen Lee: “If you didn’t work with a travel advisor, you wouldn’t get any of that [exclusive perks].” (19:50)
• Jen Lee: “Always have a carry-on bag.” (30:30)

Key Takeaways:

• Personalization Over Automation: Human travel advisors offer tailored experiences that AI and online platforms cannot match.
• Cost Savings and Perks: Advisors provide access to exclusive deals, upgrades, and VIP perks that enhance the overall travel experience.
• Comprehensive Support: From planning to crisis management, travel advisors offer extensive support that ensures a seamless and enjoyable vacation.
• Trust and Relationship Building: The emphasis on long-term client relationships ensures that recommendations are made in the best interest of the traveler.

For those planning their next adventure, this episode underscores the enduring value of partnering with a travel advisor to maximize both enjoyment and cost-efficiency.

Transcript

[Megan Coyle]

Today's episode is sponsored by Fiji Water.

[Sally French]

No way.

[Megan Coyle]

I love hydration same and Fiji Hydration no less. It really is from the actual islands of Fiji. As in 1600 miles from the nearest continent. It's bottled at the source and untouched by man until you unscrew the cap and you don't have to go all.

[Jen Lee]

The way to Fiji.

[Sally French]

Although you have been to Fiji, Megan.

[Megan Coyle]

Yes. And I was living off the Fiji water. I would get out of the ocean, take a little sip of Fiji Water.

[Jen Lee]

It tastes so good.

[Sally French]

And it's easy to get it here too. Fiji Water is the number one premium bottled water brand in the U.S. it's.

[Megan Coyle]

My go to hydration for everything from beach days to jungle hikes, or even just a little water on the hotel nightstand.

[Sally French]

Oh, you know, I love my gallon challenge. I gotta say, if you are not doing the gallon challenge every day, my hot take is you are not hydrated enough.

[Megan Coyle]

Honestly, I agree. And did you know Fiji Water has more than double the electrolytes as the other two top premium bottled water brands? That's what gives it that extra smooth taste.

[Sally French]

Fiji Water is Earth's finest water, Megan. If I am doing an Orlando theme park in the summer, I'm like sometimes two G challenge, baby.

[Jen Lee]

That's a lot of bottles of Fiji.

[Megan Coyle]

Water and I love that they're travel size so that they fit in my crossbody bag.

[Sally French]

I'm plowing through my Fiji Water bottles and luckily Fiji Water is environmentally responsible.

[Megan Coyle]

Yes. Since 2022, the 330 and 500 milliliter bottles are made from 100% recycled plastic. Fiji Water continues to lead the top premium bottled water competition on launching 100% recycled plastic bottles.

[Sally French]

I love water and you know, if I see a Fiji Water bottle available, that's definitely the one I'm going for.

[Megan Coyle]

Fiji Water, Earth's finest water.

[Sally French]

Stay hydrated like us travelers. Megan, have you ever used a travel agent before?

[Jen Lee]

No. I thought it costs money and I can save money by finding the deals myself. You know, you, Megan, are good at finding deals.

[Sally French]

But it turns out that it is a huge misconception that travel agents always cost money. Sometimes they do, but I talked to a travel agent to find out how it really works to book with the professionals. And sometimes it won't cost you anything.

[Jen Lee]

Oh, amazing. I'm excited for this one. I've always wanted to look under the hood and see what they know that I don't.

[Sally French]

Welcome to Smart Travel, a deep dive into the tips, tools and tactics to maximize your travel dollars.

[Jen Lee]

I'm Meagan Coyle and I'm Sally French, and we're the travel nerds ready to help you plan your next big trip.

[Sally French]

If you're curious about what it might look like to have someone else do the research and book your trip, well, let me introduce you to a real travel agent. Yes, they still exist, but before that.

[Jen Lee]

Let'S do the news as we do in pretty much every episode. We'll talk about some credit card companies that are Nerd Wallet partners in this episode, but that doesn't influence how we discuss them. The benefits, terms and fees mentioned were accurate at the time of posting, but things can always change and some offers may have expired by the time you're listening. For the latest details, follow the links in the episode Description hopefully not news.

[Sally French]

To anyone at this point, but 4th of July is this Friday. If you are thinking of traveling for the holiday, the news here is that so is everyone else. In fact, AAA expects 72.2 million Americans will travel at least 50 miles or more from home for July 4th.

[Jen Lee]

That's a 2.4% jump from last year and the most ever recorded for the holiday. Nearly 62 million will drive and almost 6 million will fly, and that's projected to be a new air traveler record.

[Sally French]

According to AAA's data, Fourth of July travelers spent $810 on average for domestic round trip flights. That doesn't seem cheap to me, but the good news is gas prices are relatively low for the summer, so people who are planning on road tripping might not feel as much pain at the pumpkin.

[Jen Lee]

AAA says today, Wednesday July 2nd and Sunday, July 6th will be the worst days to drive. Which is a bit odd to me because Wednesday is the middle of the week and Friday is the holiday, so I'm surprised people aren't traveling more tomorrow.

[Sally French]

Making it a super long weekend.

[Jen Lee]

Yeah, they're just having a whole week of 4th of July. I get it though. I'm also already at my fourth of July destination. Peak congestion is expected to be the worst in the afternoon, so if you can hit the road early. If you're driving to beat the traffic.

[Sally French]

And the heat, JetBlue is turning 25 and they want you to celebrate by hopping across their entire route map.

[Jen Lee]

No way. JetBlue is a Gen Z. Er, 25 I guess.

[Sally French]

Yeah, that makes him Gen Z. Wow.

[Jen Lee]

I did not realize they were that young. Well, I think this is a fun promotion that they're running. If you visit 25 unique JetBlue destinations between now and December 31, you'll earn 25 years of Mosaic 1 status. That's a quarter of a century of status.

[Sally French]

I will say Mosaic 1 status is the lowest of JetBlue status levels. It's pretty good. But the move to Mint perk, which is, I think the perk that everyone really wants, that is only for mosaic 3 or higher. So don't get too excited about the status aspect of this challenge.

[Jen Lee]

Yeah, maybe don't chase those 25 destinations unless you were planning on hitting most of them anyways. But I'm more excited for some of the fun stuff you can earn with fewer destinations.

[Sally French]

I actually think this is the best part of this whole competition. As long as you get to 15 unique cities, you will get150,000 bonus blue.

[Jen Lee]

Wow, that's really good. Nerd Wallet's valuation of JetBlue True Blue points are 1.5 cents each. So 150,000 bonus points. That's an estimated $2,250 in value.

[Sally French]

And then get this. When you get up to 20 unique destinations visited on a JetBlue flight, JetBlue will send you another 200,000 points. So that would be worth an estimated $3,000.

[Jen Lee]

It's definitely for JetBlue super fans, but I kind of love it.

[Sally French]

Same. If I had unlimited time, I would totally want to try this. Taking flights all at unique airports to earn what is potentially more than $5,000 worth of JetBlue points. Low key. Sounds like a challenge if you're a serious travel junkie.

[Jen Lee]

If I was trying to maximize it, I would do a lot of those open jaw and multi city itineraries to get those extra destinations.

[Sally French]

Yeah, definitely. Good tip. And one more note, you can't go super cheap on this to get all the points. That's because Blue Basic fairs are not eligible for this promotion. You do have to front at least enough money for the Stand Blue fair to qualify.

[Jen Lee]

If anyone does Visit at least 15 JetBlue destinations for the rest of this year to win the points, we seriously want to hear from you.

[Sally French]

I would totally vote to make you a guest on the show just to hear how this went.

[Jen Lee]

No promises, but we'll see what we can do.

[Sally French]

Let's just say this. If you end up making this JetBlue promo happen, email us@travel nerdwallet.com because you know we want to talk to you.

[Jen Lee]

Okay, Sally, I hate to say it, but I think we have to talk about points boost again.

[Sally French]

Points boost.

[Jen Lee]

So if you somehow haven't heard, that's the new redemption option in the Chase Travel portal that launched last week with the new Chase Sapphire reserve card. But points boost is also on the Chase Sapphire Preferred and the two Chase Inc. Business cards. Points boost eligible flight itineraries can supposedly offer up to 2 cents per point depending on the card in value.

[Sally French]

Supposedly.

[Jen Lee]

Supposedly. But our team crunched the numbers. Shout out to our colleague Craig Joseph.

[Sally French]

Shout out Craig.

[Jen Lee]

He led this charge so we could look at all of the points boost eligible bookings and see if they're actually worth it. So hate to tell everyone, but this boost is mostly a bust.

[Sally French]

Yo, Megan. I knew this program was going to be a bust right off the bat when I went troll mode and I started saying Points boost because now it is official. Points Boost is now points Boo.

[Guest Speaker]

Boo.

[Jen Lee]

I like that. Out of over 13,000 flights analyzed, fewer than 10% qualified for points boost pricing. And most of those were the most expensive seats on already pricey fares.

[Sally French]

Gross. Did you see that one? That was like get from Utah to Seattle and do a layover in San Francisco. I was like this is hideous.

[Jen Lee]

It just didn't make any sense.

[Sally French]

Also, you only get the points boost on select premium fares. Think domestic first or international business. And not even all of those, often with economy fares. Forget it.

[Jen Lee]

Yeah, this really eliminates what I felt like was the key value in this card. You could have booked any flight, even economy at a great rate. It used to be 1.25 cents per point on the Chase Sapphire Preferred or 1.5 cents per point on the Chase Sapphire Reserve. You didn't necessarily have to transfer your points to be able to get good value and get those expensive business or first class seats. But now that value seems to have gone away.

[Sally French]

Yeah, this is so disappointing. I am a proud economy class girly and I like to save my points for more trips, not necessarily fancier seats.

[Jen Lee]

But here's one tip. If you have a Chase Freedom Card, make sure to move your points to your Chase Sapphire Reserve or preferred by October 26th to lock in the 1.25 cents per point or 1.5 cents per point value in the Chase travel portal through October 2027. But if you got a new Chase Sapphire card recently, like after June 23rd when the points boost went live and the new card went live, honestly the best move is just to use your transfer partners and transfer your Chase Ultimate Rewards points to transfer partners and get high value redemptions that way. Or if you don't do that, you'll just cash out your points at $0.01 each. If you're booking like an economy flight.

[Sally French]

Now, I will give one Bone to Points Boost. There is an exception. Domestic first class flights that actually price out competitively might actually be worth it with Points Boost.

[Jen Lee]

So more of the story, especially on the Chase Sapphire Preferred and Chase Sapphire Reserve Transfer Partners are still your best bet if you want outsized value from your points.

[Sally French]

Okay, last thing, let's do a quick plug for our Amazon Prime Day story.

[Jen Lee]

Amazon Prime Day is coming up next week, July 8th to 11th. And how did it get to four days? I thought it was one day, no more.

[Sally French]

But if you are a Prime member, there are a bunch of deals on Amazon for their summer version of Black Friday, which is now multiple days. As we said, if you want to buy some travel gear essentials, this is a great time to buy them for less.

[Jen Lee]

And we'll be updating it next week too as more deals come in.

[Sally French]

I'm really more of a buy experiences, not stuff kind of person, but Amazon prime has kind of enticed me. They do deals on actual travel too, like hotels and cruises.

[Jen Lee]

Wow, Amazon really sells everything these days.

[Sally French]

Yeah, you know Megan, I've become a cruise convert in a surprising turn of events and there are big discounts on both Carnival and Royal Caribbean cruises. In fact, Royal Caribbean is offering a really good one with 60 off the second guest in your cabin plus kids in your cabin sale free.

[Jen Lee]

We'll post the link to all the best deals you found in the episode description.

[Megan Coyle]

So Sally, you brought on a travel agent to find out whether booking with one is actually worth it. Who did you interview?

[Sally French]

Yes, today you get to hear my conversation with Jen Lee. She is president and CMO of Travel Planners International and Vacation Planners. She worked her way up over the past 10 years from various roles in sales and marketing to ultimately become president and cmo. She is based in Maitland, near Orlando. Definitely vacation capital of the world.

[Megan Coyle]

All right, I'm excited for this one. Sally, take it away.

[Sally French]

Jen Lee, welcome to Smart Travel. Thank you for joining us.

[Guest Speaker]

Oh, it's a pleasure. I always love talking about travel and travel agents.

[Sally French]

Specifically, I would love to know what is the role of a Travel agent in 2025.

[Guest Speaker]

So first off, we do refer to them as travel advisors. We change that vern vernacular several years ago for a very specific reason and that is going to help answer this question.

[Sally French]

Okay.

[Guest Speaker]

Travel agents of yesteryear were really agents of the supplier of the travel partner. They were there representing that travel partner and connecting the consumer with that partner. The role has flipped over the last eight to 10 years where really the role of the travel advisor is on the Consumer side, it's all about asking the right questions, ensuring that there's a curated experience that's going to meet their expectations of their vacation needs. So it's really think of it like your financial advisor. Like when you want to go get a new haircut, you go in and you sit down and say, advise me on what it is that I want you. So their role is not just giving the advice, it's curating the experience. It's managing that whole multi prong trip during travel, if there's a challenge, and then afterwards ensuring that. All right, we're back. What's next? So that's the role of today's travel advisor. It's not a booking agent any longer like it used to be.

[Sally French]

We just did an episode on Smart Travel about how to plan your trip and so many people don't know. One thing Megan and I talked about was a lot of people just say, I'm going to Italy, what do I do?

[Guest Speaker]

Right?

[Sally French]

And there's so much more to it. A travel advisor can help you figure out, well, what's your travel style? Do you want a fancy hotel? Do you want a family for a hotel? What do you want?

[Guest Speaker]

A lot of times, Sally, what happens is. And you and Megan are spot on. Nobody Googles or uses AI to say, this is what's motivating me to want to go to Italy. A travel agent 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 and it could be a simple story. I've always wanted to go. My family's from Italy. My next door neighbor went to Italy. I'm jealous of this Instagram post that I constantly see of Italy. But what's that motivation? And that's really what kickstarts the whole curated experience.

[Sally French]

Of course, with that one on one attention, I have to know there's got to be costs involved. You have to get paid somehow. So what is the typical cost of using a travel agent?

[Guest Speaker]

Travel advisors. There's a variety of different ways they get paid and this is probably one of the things that I think most consumers don't understand. So to make a commission from the travel partner, right, like thank you for choosing us and we're paying you a commission to manage that booking. You, you were a salesperson for us, you closed the deal and now you're managing the booking on our behalf. But travel agents also charge fees. They could charge a planning fee. Maybe it's a multi country type of thing and you're piecing it all together with hotels and air and car rentals or tour guides or whatever. So they could charge a planning fe Travel advisors sometimes will charge a modification fee. In other words, we've nailed all this. I've sent you all your documents and three days later you say, now I want to go to Germany. Well, that's a modification, right? Or a cancellation fee. You know, of course your travel insurance can help cover for your cancellation fees through the travel advisor. But the most part, most people find that they're saving money by working with a travel advisor as opposed to spending more money.

[Sally French]

So basically some work on a commission where maybe I book a Disney cruise and the Disney cruise then gives you some amount of money. Or there are some models where I would just pay you and say, help me plan my trip. Is there one model that is better for a certain type of traveler?

[Guest Speaker]

So let's use Disney as a perfect example. You mentioned Disney cruise lines, but I don't know if you go to the Disney parks or anything. Sally, are you like a theme park girl? I go to the Disney parks girl. That is one confusing mess of a whole situation, right?

[Sally French]

Yes, it is a lot to plan.

[Guest Speaker]

It is a lot to plan. And it's like, you know, a Taylor Swift concert. You've got to be at the app right at time to be able to get your, your dining and all that stuff. So people pay advisors to curate that experience to set up the dining. If you just want to book a hotel, book a hotel direct. Like, you don't need to go through a travel advisor. If you just want to book a simple flight, then do that. If you only fly once a year, twice a year, just do it yourself. There's no reason to go through a travel advisor, quite honestly. Travel advisors are mostly used for people who say, I have seven days of vacation. I have $7,500 that I've allocated for this vacation. I want to be by a beach or I want to be sipping martinis or whatever that is. Help me come up with something within that budget that really puts me on vacation. Because what happens is a lot of times people try to piecemeal this stuff together and they don't know that if you were going on, let's just say a Virgin voyages cruise, I just got off a Virgin Voyages cruise, and if you book a suite, it's a little bit more expensive. But I save so much money because I get bar tab, I've got a butler, I get that door to door service. They're picking me up at the airport. Driving me in my private limo over to the cruise. I'm going through a VIP section so I'm not standing there with a bunch of other people. Well, guess what? That was well worth the extra $700 to do all of that. Because you know what? My vacation started the moment I left the house.

[Sally French]

One thing you mentioned is ways that travel advisors can save you money. So I would love for you to talk about what some of those things are.

[Guest Speaker]

Sure. There's three big areas where advisors can save you money. Anytime you're booking a cruise, travel advisors usually have access to what we call blocked cruise inventory. Like as an example, I'm a host agency and a franchise. So we Pay for cabins 2 and 3 years in advance at the 2 and 3 year ago price so our travel advisors can save their clients money. A client could look online and try to book with, let's just say celebrity and it's going to be $1,700 less to book it with us because we have that cabin already blocked. Another way is through packages. Travel advisors have access group inventory when it comes to resorts. And when you package maybe your air, your car, your hotel in it together or because there's promotions happening again. It's about the buying power that the travel advisor has that the consumer doesn't have. The travel advisor has the buying power. So it's cruises, it's hotels, resorts and packages. And then third is air. So they have access to air rates, mostly business class or premium economy going over to Europe. They have access to special rates that the consumer does not have access to many times. But the first two are the big ones.

[Sally French]

Those are some great ways to save using a travel advisor. This is a smart Travel podcast by NerdWallet, so we're gonna focus on that a little more. Up next, we'll talk about how people can leverage travel agents to save even more money. Stay with us.

[Guest Speaker]

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[Sally French]

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[Guest Speaker]

Again, it goes back to that kind of, I hate to use that word, bulk pricing, but that's the easy way for everyone to look at it, right? So you might be looking online as a consumer direct with that travel partner, a cruise line and you can get a veranda cabin for let's just say $2,400 per person for a seven night cruise. The travel advisor actually could get you a suite for the same amount because they've got better pricing on suites than what's showing online for even a veranda. So those upgrades happen. Another thing that happens, and this is a lot when it comes to the hotel collection. We're part of the signature travel consortia. So that's even a bigger buying power on top of our agency, on top of what the advisor has. So as an example, I just went to Dublin, Ireland, stayed at a beautiful hotel. I got a hundred dollar credit to use at the hotel any way I wanted to. Early check in, late checkout, free breakfast. And I think a bottle of wine came to my room with chocolate and strawberries. If you didn't work with a travel advisor, you wouldn't get any of that.

[Sally French]

And those benefits like the bottle of the wine or the free breakfast are always such a nice touch. We do see benefits like that on credit card programs like Chase's, the Edit, Amex. Fine. Hotels and resorts often offer similar benefits like that, but with those benefits, you have to have one of those credit cards to participate. Those credit cards, as our listeners know, have many hundred dollars of annual fees. NerdWallet does recommend those credit cards for frequent travelers, but for people who aren't frequent travelers who don't want to drop that annual fee up front, it does seem like using a travel advisor might be a way to get those similar benefits that you could expect on the edit find hotels and resorts, but without having the credit card.

[Guest Speaker]

Absolutely.

[Sally French]

What is something that customers should be aware of when working with a commission based travel advisor. Is there any sort of risk that they might try to put you in a Marriott because they get a commission there and not the Hil but the Hilton down the road is actually better. What kind of things should a customer pay attention to?

[Guest Speaker]

That's an excellent question and I don't get that often enough. Here's something that's going to surprise you. Travel advisors are not motivated by commission. You know what they're motivated by? Building a business. And if anybody who's listening is in the business world, you know that it's not just ones and zeros, dollars and cents. It's the X's and O's which are the relationships. Right. So travel advisors don't want your one piece of business. A call center wants to close the deal.

[Sally French]

Deal.

[Guest Speaker]

A travel advisor wants to keep you as a client. So recommending something that is not necessarily going to fit your need could put them out of business. One bad experience utilizing a travel advisor where the advisor didn't advise properly could actually cost them hundreds of clients down the road because referrals are everybody's best business.

[Sally French]

Now we did talk about money and I do want to sort of talk about other challenges besides money. I know travel agents became wildly popular in 2020 because they helped navigate all those country closure rul. There were so many last minute cancellations with flights. Obviously. Thank goodness we are long past that. But how are travel advisors able to help navigate issues besides just the cost in booking?

[Guest Speaker]

Once you're traveling, your travel advisor is still with you. And a lot of times what happens is, let's just say you booked a hotel or a resort and it's full. Well, the travel advisor will already have known that. So they would have saved you time and money by making sure you got rebooked somewhere else. When flights get canceled, nobody has control over that except for the airlines and what's happening in the skies. They're usually there to help pick that up and recommend or walk you through that stressful time. You could have kids with you. You're in an airport, you're staying in line. Maybe you're booked with a travel partner that doesn't have a really strong app that's going to rebook it for you because you don't have status with them. A travel advisor is already on top of it. They already know they've already gotten a ping that your flight has been canceled. They're already working on it for you. So that can save you money in having to sit in the airport. Or pay for your own hotel. Travel insurance is something a lot of people do not understand. They think they could just click it on the airline and yep, I'll take that travel insurance. But that's only going to cover you for the air portion. It doesn't cover you prior to leaving. What if there's a hurricane coming to your town? The right travel insurance will help pay for that non refundable event because you've got to get ready for the hurricane. So a travel advisor can help you with that. So they can definitely say this is a time for you to get the travel insurance.

[Sally French]

And then do you work off a commission model as well with say World Nomads or the travel insurance company? And then they give you a small commission?

[Guest Speaker]

Yeah. So think of it like this way, Sally. The travel partner or the supplier, they pay a commission as a thank you to the travel advisor for choosing their product, booking, closing the sale and managing the client's expectations properly. So they pay them a commission. Travel agents make money in a variety of ways, but that's the majority, majority of it.

[Sally French]

What does the process look like from start to finish when someone contacts you and then they want to plan their trip and then they go on their trip, how much are they interacting with you and how and what are we talking about?

[Guest Speaker]

So every advisor is a little different. That's one of my irks of this industry. There's not a consistent consumer experience that you can settle into, but in general they usually have some sort of 15, 20 minute consultation call asking those really important questions to make sure that they're going to recommend the right thing to you. You, they're going to talk to you about whatever the terms and conditions and if there are any additional fees. A lot of advisors don't charge fees, but they'll let you know that right up front. Once you've agreed to that, then they're going to send over a handful of options for you to choose from together based on what that consultation was. Then they're going to require your credit card or credit card authorization. They're going to book the travel, they're going to send you a link to an itinerary app so you can kind of keep up on it. It then you're going to get documents, they're going to keep you up to date, they're going to check to make sure your passport isn't going to expire too soon. Maybe packing lists. Things to know Again, if this is the first time you're traveling with a child with autism, here are the things to Know they would have picked the right place for you. Understanding what those programs are. Then you go on your trip. If you've got any challenges during the trip, the advisor is usually going to let you know. I know. My advisors usually text me two days before. Hey, it looks like your hotel. Your room is still confirmed. They're confirming the hotel. This is a concierge, sir.

[Sally French]

I am so intrigued by travel advisors because it seems like something that was very popular pre Internet, then we got Expedia and all that, and it felt like they kind of did your jobs for you in a way. And it seems like travel advisors are making a comeback. Do you think that's right? And why do you think that is?

[Guest Speaker]

If so, Sally, we've never been busier than we've been now. And I will tell you, during the pandemic, people were joining the industry and I remember saying to our sales team, can we give these people some aptitude tests? Do they not know there's no trouble traveling going on? But what they saw and what we're still seeing is, is that people realize time is important. 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 kind of inspire. Instagram, Pinterest, you're inspired by that and then you want it to be specific to you. The reason why people thought advisors were gone was because the brick and mortars went away. Way we didn't see our local travel agency anymore with that little awning and you'd walk in and see all the brochures, we didn't see that any longer. So that's one of my personal missions in the travel industry is to kind of bring back the best of yesteryear without having to have the brick and mortar. And that's, that's why I'm high about travel advisors. They're making well over six figures, these advisors.

[Sally French]

Should I become a travel advisor?

[Guest Speaker]

Sally, if you're not doing hosting a podcast girl, I've got advisors that are making $300,000 a year.

[Sally French]

Amazing. It also seems to me like a big reason why travel advisors have become so popular is because travel is so much more complicated now. We mentioned kind of, you know, Disney with the reservations, but it is not just Disney. It seems like every museum requires a timed entry. It seems like even with airlines, there's so many confusing add ons that people aren't sure what they do or don't need. So it does seem like maybe a travel advisor is that good person to just give you straight answers.

[Guest Speaker]

Even with the visa requirements changing, there was a new visa that I had to get to go through the United Kingdom, even though I wasn't going to the United Kingdom, but I was going through the United Kingdom, so therefore I needed a visa. A travel advisor knows all of that. It's also more complicated, Sally, because we really want the best value for our money. And what does value mean? Value isn't necessarily saving apples to apples. Saving money. Value is that time, that investment. I got exactly what I needed out of it.

[Sally French]

All right, Jen, I want the listeners to get to know you. So I have some rapid fire questions.

[Guest Speaker]

Oh, good one.

[Sally French]

Favorite place you've traveled to?

[Guest Speaker]

You can't make me say one. Best place, Sally. I've United States, Jackson Hole, Wyoming, all day long. I love Jackson Hole mostly because it was a great experience for my husband and I was a great reconnection. And then I would say Munich, Germany, Dublin, Ireland was just lovely. I was just there. Cape Town, South Africa. Really good.

[Sally French]

Okay. Lots of places. You can't pick just one.

[Guest Speaker]

I know. It's like lay's potato chips.

[Sally French]

Top place you want to go to.

[Guest Speaker]

Next, the Galapagos and Antarctica. I want to hang out with some polar bears. Or is that the Arctic?

[Sally French]

That's the arctic penguins.

[Guest Speaker]

Penguins.

[Sally French]

We could do both. We'll do the Arctic and Antarctica.

[Guest Speaker]

Let's do it. Let's do it now.

[Sally French]

What is the top place most people who you work with are booking for this year or next year?

[Guest Speaker]

River cruises. People are all about river cruises right now in Europe. River cruising is one of the best ways to travel through Europe because you're actually pulling up right to the cities. You only unpack once. You don't have seasickness. It's small. It's usually 200 people. No more than 200 people on a ship. It's great to go with friends and it's great to meet new friends. River cruising is hot, hot, hot, hot, hot.

[Sally French]

What is the worst travel mistake you see people make that costs them money?

[Guest Speaker]

Worst travel mistake? Probably relying on Instagram to tell you where you go.

[Sally French]

Ooh, interesting.

[Guest Speaker]

And listen, with AI out there, there's all those AI generated photos. And there was one not too long ago that came out that looked like it was like a lazy river through Greece and there is no such place. There's no lazy river in Santorini, babe. I'm sorry.

[Sally French]

Oh, my gosh.

[Guest Speaker]

I would say also not buying travel insurance. I'm really serious about travel insurance. People think, oh, I'm not going to get sick or oh, I'm not going to cancel. Oh, nobody plans on getting sick and nobody plans on canceling. And I've seen people out hundreds of thousands of dollars because they had to be airlifted or they're at a hospital somewhere that's not home, even if it's within the United States. That's an extremely costly mistake, is not having travel insurance.

[Sally French]

If you could make one change to the travel industry, what would it be?

[Guest Speaker]

Ooh, one change. I would say I really want us to have a consistent consumer experience again. That is really the thing that is the missing component as a consumer. You're listening to this. You're like, I could book a at myself. It's because you don't have a consistent experience that you can rely on. That is the one thing that I would want to change. I love people coming in that are kind of doing it part time, but they need to be serious about it. There's a lot of legalities behind working with somebody and curating an experience and taking their credit card and being fiduciary responsible. It's a consistent consumer experience. That's the one thing I wish we could get back to.

[Sally French]

Last question, Jen. What is one single piece of travel advice you want to give to listen to?

[Guest Speaker]

Always have a carry on bag.

[Sally French]

That lost luggage will get you if you don't have the carry on.

[Guest Speaker]

Exactly. Get the carry on bag and don't stress. The second piece of advice is really pack your patience. You've heard that over and over again. But you can tell those that use travel advisors and those that don't. In an airport, I can promise you that those that have an advisor, they feel like they're double covered, right. Those that don't, they fill in very low. So always a carry on with a couple of days worth of clothes in there.

[Sally French]

Great tips. Jen Lee, president and cmo, Travel Planners International and Vacation Planners, thank you so much for joining us.

[Guest Speaker]

Loved it.

[Sally French]

Talk to you soon.

[Guest Speaker]

Take care.

[Megan Coyle]

Wow, Sally, I really hadn't thought about how many perks travel agents have access to that you might not get when you're booking on your own. If it doesn't cost me any more money, I will take that. Late checkout and free breakfast. Thank you very much.

[Sally French]

Speaking of the unexpected, it is time for our hot takeoff section. Megan, do you have any?

[Jen Lee]

Yes.

[Megan Coyle]

I've actually been pleasantly surprised with my Airbnbs recently. I know they sometimes get a bad rap, but I've realized you can get some hotel perks at Airbnbs.

[Sally French]

What do you mean by that?

[Megan Coyle]

So if you book like an Airbnb with a pool or whatever, that's like a hotel amenity.

[Jen Lee]

Sure.

[Sally French]

Right, right.

[Megan Coyle]

But I was really impressed that I was able to get late checkout from two of the Airbnbs I stayed at recently, and it was totally free. Obviously, there's no elite status. One also let me store my luggage for a few hours.

[Sally French]

You just kind of broker this with the host.

[Megan Coyle]

Yeah, and I'm just communicating with them through the messaging. Some of them also offer, like, little amenities at the Airbnb itself. For example, like the one that I stayed at, they had a bottle of wine on the table that you could buy. Basically, like a little mini bar already in the kitchen. So I've just been really impressed lately with the service I've gotten at Airbnbs, especially if you're able to get some of those local hosts and if there is a perk that you're looking for that you're like, I'm gonna book this Airbnb, but I'm gonna miss out on.

[Jen Lee]

The free breakfast, I would just ask.

[Megan Coyle]

Them, and you might be surprised at what they can do.

[Sally French]

You know, it's funny that you bring up that you don't actually need elite status, because often I'm at a hotel and I'm like, can I stay until 1pm at a place where I don't have elite status? And they're like, that will be $75.

[Megan Coyle]

That could happen at a hotel or at an Airbnb. I mean, there's def. Definitely a way that they could charge you. But I think it's worth asking. You might be surprised at what you get.

[Sally French]

Okay, great tips. We want to hear your tips. Tell us whether you do or don't recommend travel agents. Tell us how you feel about Airbnb. All the things. Email [e-mail] you can even leave us a voice memo. This is cool because I am inclined to play your voice back on the show.

[Megan Coyle]

And besides giving us your feedback, come back for more by following the show on your favorite podcast app, including Spotify, Apple Podcasts, and I Heart Rate video.

[Sally French]

That way, they just automatically download next week's episode for you.

[Megan Coyle]

This episode was produced by Hilary Georgi and Tess Viglen and edited by Nick Karismi.

[Sally French]

Claire Sosi helped with fact checking and our brief disclaimer. As always, we are not financial or investment advisors. This info is provided for general educational and entertainment purposes. It may not apply to your specific circumstances.

[Megan Coyle]

Thanks for listening. We hope you're inspired to keep your passport full and your wallet even fuller. See you next episode.

[Guest Speaker]

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