Over the years, many of us have seen the evolution of the business of air travel. What used to be a service industry gave way to the clicks and tricks of “efficiency” and cyber-progress.
The Internet is an interesting corporate litmus test. Its applications for commerce are endless — and so seemingly are short-sighted executions.
Somewhere along the line, many of the airlines thought it would be a good idea to offer flights click-click-click like buying books at Amazon. Wow…talk about moving away from service at warp speed.
Well, the Roaming Gnome and promises of cyber-solutions notwithstanding, don’t overlook the power of the travel agent. If you find one with some buying power and balls, you may have some recourse at the concourse. Remember, you’re often dealing with a Destination Dominatrix, er, gate attendant, so stack the deck in your favor. Some guidelines to consider:
- Select a REAL travel agent. Membership in the American Society of Travel Agents (ASTA) should be a minimum qualification. Avoid the amateurs who hang a shingle in their club basement so THEY get travel discounts. (If you hear a dog or a parakeet in the background or they ask to place you on hold while they take a call about their blowing league schedule, hang up.)
- Take some time and read some travel agency websites. See what they’re about and how they offer to help if things get sticky. The 10 minutes you spend doing that may prevent two weeks in a Turkish prison. (OK, you’ll also need a lawyer, but a travel agent can help, too.) Everyone gets bumped, overbooked at a hotel, or misses a connection. Think about who you want on the other end of the phone when you need help.
- If you do use a website to book your travel, select one that is in some way affiliated with a travel agent. Keep it HUMAN. We’re reminded about the pretty brilliant income tax preparation commercials now on the airwaves about the beaten-down husband facing his wife’s wrath over using software to do their taxes. The audit letter comes. The wife says “Oh, that’s right. We don’t have people. We used a box. Why don’t we ask the box?” Have people. Consider a humanless travel-booking website the box.
- And if you’re in business and have control over such things, don’t leave booking your company’s travel to Ruthie the Intern, a Google search, and a company credit card. Your people are on the road (and in the air, eventually) to make your company money. THINK about that BEFORE they leave the ground. A corporate travel agency may cost you a few bucks in fees, but losing Rodger-your-lead-closer in La Guardia for a few days will cost you more.
So here’s the bottom line: You have to travel. You will face many if not all of the problems Aircomplane.com was founded to highlight and help you solve. You will encounter confrontations with the airlines. It is you against them. (OK, Aircomplane.com and you against them). Have a travel agent on your side. A truly experienced and qualified agent will speak fluent arrogance and idiocy – two of the languages necessary to communicate with the airlines on your behalf.
