A prospective “client” recently called to see if we could beat a cruise fare he had gotten from one of those online cruise booking sites. We found it interesting that the site even had “cheap” as part of its URL, which should have been a clue to the caller about the real value of the booking he would get.
We used the usual reasons and justifications for booking through us as a full-service travel advisor but to no avail. He had used the site before and everything worked out fine. At this point we can’t help but wonder – rhetorically – why call a travel advisor?
Our response to him consisted of two points.
- First, we told him there was no need for us to waste his time or ours by checking the rates we get directly from the cruise line. We already know the fares we get will be more than the “cheap” online site – even if it’s only a few dollars difference.
- Secondly, and this is probably more important, we asked him if he had searched out client reviews about the online site. He had not. So, we filled him in on things we had already found by researching this and other low-cost online sites as a result of calls we had gotten from other price shoppers, and it was not at all positive. The site he was planning to book with had client review ratings of 1 and 2 stars primarily and one 5-star rating. The comments from the 1- and 2-star ratings were very concerning, ranging from “…great price but service that was arrogant, lazy and poorly informed” to “…never received the promised on-board credit and had to file a claim to get it.” And if that was not enough, the Better Business Bureau reported that the business was not accredited and it had received 15 complaints over a 3-year period. There are similar reviews with other low-priced sites. Even that did not get him to book with us but when he has similar problems with his cruise booking, he will hopefully think twice about going with the “cheap” vendor on his next vacation.
It is not unusual for people to gravitate to the lowest priced option. After all, everyone, including us, wants to save money. But it is also very important to consider what is and is not included in those “cheap” online fares. When asked, most people will say they prefer quality, service and overall value with their purchases much more than the lowest price. Unfortunately, for the inexperienced traveler, low price tends to win-out in a decision while quality, service and value are recognized only after a bad experience is encountered from a low-priced vendor.
So, if you are thinking of buying a cruise or land tour through one of those online discount travel sites or call centers rather than a professional travel advisor, consider the following…
1) You will not have a go-to person! You can get a discount for booking online yourself or through a call center but who will be your go-to person when you have questions or need help?
2) You will have to deal with a call center! You can use the site’s 800 number to call and make your reservation, but you will have to navigate a menu and wait…wait…and wait some more.
3) The online booking site or call center rep will not take a full interest in you or your vacation. You had better have all of your personal information and vacation choices ready when you call because the person you get at the call center wants to take your order and get you booked as quickly as possible rather than be your vacation advisor.
4) You will be a stranger to the call center every time you call. You will very likely not get or remember the name of the call center rep with whom you spoke, and it will be a new experience each time you call.
5) There is no personalized service online or with a call center. When you call back, you will not get the same agent and you will have to restate your life history and vacation details again and again.
6) You will get a cruise or a land tour…and that is all. Your dream vacation requires planning and advice to help you with a variety of details, and those value-added services are only available through a professional travel advisor.
7) There is a lack of flexibility in servicing you. No two travelers are alike and there will be specific things you will want for your dream vacation, and the flexibility to best achieve your needs will not come from a travel site or call center.
8) Online and call center value-added services are limited or non-existent. Only a full-service travel advisor will be able to handle important details that are in addition to your specific booking…like full vacation packages, air arrangements, rental cars, shore excursions, pre- and post-cruise hotel stays, guided tours, destination weddings and events, honeymoon and celebration registries, travel insurance, passport and visa services, and much more.
9) You will not be able to establish a long-term relationship with an online site or a call center. On the other hand, your professional travel advisor will work hard to build a long-lasting relationship with you by learning your interests, lifestyles and needs for each vacation you choose to take.
10) The word “cheap” means exactly that…cheap. You might be saving some money by booking yourself or through a call center but there will be no added value. You will get only what you pay for and no more.
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