Tricks of the Trade
by Anita Pagliasso

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A couple of months later, I received a great promotion in the mail from the very same hotel. I thought at first that it was strange that the postcard was addressed to my client and not my agency. At the time, I didn’t think too much more about it until later, when I received a call from another client looking for a Las Vegas package. I remembered that great offer that I received in the mail. I passed on the particulars to my client, and he told me to go ahead and book it.

When I gave the promo code to the reservation agent at the hotel, she said to me, “How did you get this promo?” This was not a promotion that a travel agent could book – and, if I did so, there would not be any commission paid. It was then that the light bulb went off, and so did my anger!

It was crystal clear that they had my client’s name and my address from the previous booking. Had I given them the client’s address at the time of booking the reservation, I would most likely never have been made aware of this situation.

In my eyes, this was so wrong. I decided to take this matter as high as I could to get an answer. It took me hours to get up high enough on the corporation ladder to where someone had some authority at least to book the promotion for my client and allow me to receive a commission. The commission was insignificant at this point, but it became a complete matter of principle. I went from supervisor to supervisor, and then to finally upper management, and still no one would commit to tell me that this was either an error or that it was a continuing practice. Basically, I was told “It’s a dog-eat-dog world.”

From that time forward, I am very protective of divulging my client’s address unless it is absolutely required for billing. You will find in most cases the supplier only really needs the name as it appears on the card, the card number, and expiration date. I do get in the habit of always asking my clients for the security code, as that is being asked for more and more. If the credit card will not be processed without the actual address, you can ask for confirmation that their address will not be used for future solicitation. Also, there shouldn’t be any reason that a supplier would need to have your client’s email address. If one is asked for, I give my email address and indicate that I want to be the point of contact on behalf of my client’s interests.

Our clients entrust us with their credit cards and other sensitive personal information. It is my opinion that suppliers who use these tactics to promote directly to my clients violates both ethical and privacy rights. For these reasons, and having been a victim of identity theft myself, I can understand the reluctance some clients may have in turning over their personal credit information.

By the way, it wasn’t only this one hotel that has done this. Since changing my procedures, I have a whole file folder full of promotions from other major suppliers that are following the same pattern. Not only do I feel that suppliers who practice this type of marketing violate the trust between us as agents and our clients, but also the trust that should be built within the travel industry as a whole.

Suppliers, please don’t bite the hands that feed you!

Anita Pagliasso is president of Ticket to Travel (www.aticket2travel.com), OSSN’s Western Regional Manager, and an executive board member of PATH. She has written a book titled “How I Made a Small Fortune as a Home-Based Agent” and a CD (“Anita’s Toolbox for Home-Based Agents”) with dozens of her most popular forms, letters, and guides that you can download and customize for your own use. Visit www.redticketproductions.com.

(Credit: Anita Pagliasso)