Travel Agencies: Where Are They Now?

"Still Flying High" proclaims the headline on the lead story in the 'Business Plus' section of today's Boulder Daily Camera. I'd add "despite clipped wings." As writer Mark Collins points out, post-9/11 fears and the Internet boom have changed the way we plan our travels -- a sea change in the commission structure that travel agencies used to rely on for their revenues have changed the way the business was done. The article quoted James TravelPoints' Andy James' observation, "Airline tickets are pretty much a commondity now. Whatever the lowest fare is, is pretty much going to drive the consumer to that product."

By impliction, the article indicates that not only do people book online, either directly with travel providers or using portals/booking sites, but anyone can become something of an expert on any destination via the Internet. Since commissions have eroded and even disappeared, many agencies charge clients booking fees for their services -- fees that might be added on to the price of an airline ticket, hotel room or rental car, while cruise lines or tour operators still tend to pay commissions. James TravelPoints, the article said, now assembles complex travel agents into custom trips and also services corporate clients.

Many travel agencies have abandoned their storefronts festooned with seductive travel posters and stocked with brochures, and many agents now are lone eagles, often working from home offices. Heather Ross owns Heather Ross Travel, a scaled-down operation from the days of Via Travel, with space and several agents in downtown Boulder. I used to book tickets and occasional rental cars with her colleague, Debbie. Ross said that she is seeing clients who are wearying of do-it-yourself reservations and returning to travel agents.

When I spend entirely too much time noodling around on the Internet, I too miss the days when I could call Debbie or drop in at Via Travel and get the best fare available.