Managing Your Travel Business: Phone or Web Bookings?
by John Hawks
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 This year’s survey of home-based agents by Travel Weekly found that, roughly speaking, we make about 40 percent of our client reservations via the phone and 60 percent via the Web. As more suppliers continue adding agents-only Web sites or participate in GDSs and online booking systems like www.VaxVacationAccess.com, that number will continue to tilt in favor of online booking options.
VaxVacationAccess.com offers the perfect example of the synergies agents enjoy by using the Web to bypass traditional call centers. This site now offers vacation package booking engines for various suppliers, along with cruise and air booking tools (and, soon, a hotel booking engine). The site also gives home-based agents a dynamic listing of hot deals, as well as the ability to save itineraries for price comparisons, upsell package add-ons, add service fees, and process up to four different credit-card payments (for group bookings). Plus, you have lots of research options such as Frommer’s destination descriptions at your fingertips, too.
CCRA Travel represents another very popular online booking tool for home-based agents. Using this portal, you can preview hotel rates for thousands of properties around the globe, as well as book rooms for clients and even set your own commissions with CCRA’s net rates! (Note: CCRA will offer a 10-part Webinar series this year for OSSN members to teach you how to use its Web-based booking tools.)
On the other hand, there are times when only a phone booking will work. For example, you may represent a client with very specific travel requirements (e.g., a disabled traveler who carries a portable oxygen tank, or simply a client who’s very, very picky about the type of rental car he desires). Group bookings beyond the simple family unit usually require phone support with most suppliers, especially if the individuals within the group are paying separately for their trips.
Most reputable suppliers offer home-based agents both booking options (phone and Web), even if they prefer receiving most reservations online to cut costs. In some cases, you can actually earn more by booking online; for example, Travel Impressions (an OSSN supplier member!) will pay you an extra 1 percent commission when you use its online booking engines to close the sale!
Regardless of the booking avenue you choose (Web or phone), two things will matter in the end. First, did you receive confirmation for the booking from the supplier (by fax, return email, etc.)? And, does the confirmation match what you ordered?
Keep these helpful links handy when you search for supplier contact information and agent-only Web sites:
Airlines
Car Rental Companies
Cruise Lines
OSSN’s Tour Operator Database
National Tour Association Tour Companies
U.S. Tour Operators Association Tour Companies
CCRA Travel (Hotels)
VaxVacationAccess
OSSN’s Supplier Member Roster
(Photo credits: BusinessWire; stock photo)
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