Passports are the buzz of the travel industry right now because the new goverment regulations have complicated travel. There is a big delay in getting passports because applications are up 40% over last year. And there are fewer people to do the processing. It just makes sense that it would talk longer. Going forward, the government is looking at ways to improve the process. One of the suggestions is to create a driver's license type identification document that would take their place. Here is an article about the debate:

http://www.travelweekly.com/articles.aspx?articleid=56615

Traveler Satisfaction

I just read an article about a study by J.D. Power’s concerning Airport Satisfaction. Power reported that after surveying more than 10,000 travelers, airport accessibility and baggage claim are the factors that have the greatest impact on satisfaction. With the new regulations about carry-on liquids, the amount of checked luggage is up by 10% from last year which undermines satisfaction levels because more people are being delayed. After 17 minutes waiting in line to check-in or waiting for luggage, satisfaction levels drop appreciably. It is obvious that increased security measures will impact traveler satisfaction. Of the large American airports, Dallas/Fort Worth (my home base) rates highest in customer service, Kansas City is number one in the midsize group, and Houston Hobby is tops among the smallest ones. Airports continue to search for ways to improve satisfaction among travelers while also ensuring their safety, but finding that balance will continue to be a challenge.

Passports and Child Support

The change in policy by the United States government beginning last January that Americans returning to the country by air must all have passports has caused big headaches for some people. Now, if you are leaving the US, you must have a passport and that means planning ahead because the turn-around time for passport applications is running between eight and twelve weeks or more. And, we have had several incidents in the office where people applied for passports and booked travel out of the country but were then denied their passport because they were behind on their child support. Our clients then had to come back in the office to change to a destination inside US borders while they straighten out their legal obligations. In addition, the penalties for changing the itinerary will apply unless they have travel insurance. It can be very expensive and disappointing for everyone.

Prepurchase Rail Passes

Sometimes I feel like a fly on the wall. I learn a lot from listening to the agents in our office as they talk to customers.

Yesterday I overheard a conversation with someone who is planning a trip to Europe and they were discussing rail service. I learned that pre-purchasing rail passes is advisable because there are discounts if they are booked before the trip and it protects against having them be sold out. New technology has made it much easier to book point-to-point trips well in advance. In the last few years, sales of European train tickets to North Americans booking their trips from here have increased almost 20% per year. With new high speed trains like the one from Paris that begins commercial service June 10, trips to more than a dozen cities in Germany, Luxembourg, Switzerland and northeast France will be even easier and more comfortable.

Getting the Most from Your Travel Agent

I just came across a wonderful article in “Travel Professional” magazine (the journal of the Travel Institute) about working with a travel agent. Since beginning to work in a travel agency I have newfound respect for the professionals around me. I now understand that their knowledge of destinations and ability to determine what the client wants and the best way to get if for the traveler is an important service. For complicated travel or when travelers do not have much experience, using a travel agent can save money, time and frustration.
http://www.thetravelinstitute.com/home.cfm?tn=standard&menuid=164&navids=27,164&pageid=38

Traveling and "Keeping it Real"

Today I am feeling a bit philosophical. Over the weekend I had a conversation with a friend who told me that he wouldn’t be interested in a vacation that was a cruise or tour because the experience wouldn’t be authentic. He has the view that if he went on an organized experience to a destination he would be herded around and he would not have the opportunity to have any kind of genuine experience of the location. I told him that, no matter how he goes, that will always be true.

I know that a big part of our business is selling organized trips, and I confess that is not the best way for everyone to explore a new locale, but it is not because you get a more “authentic” read on the culture when you go on your own. In physics they talk about the “uncertainty principle” which is found in the social sciences too. It says that the act of looking at something alters it so it will not be the same as it was before it was observed. (Teachers know that their class is different when the principal visits.) Anyway, when outsiders come into a place, it changes the place. It is inevitable. So, if you visit, it isn’t the way it usually is. That is true whether you are on a tour or alone. People act differently when you are there.

And, do we want it to stay the same? If you go into a village, do you want to eat and sleep as the natives do? Some people do, but most don’t. The reasons to use organized travel (tours or cruises) is that the travel company knows what other people have enjoyed about the place and have the where-with-all to provide it. They know which places and people are likely to be interesting to you and they can make the arrangements. If you go into a new place by yourself, you have to ask around and still may not find what you would have enjoyed. You may also have some uncomfortable or threatening experiences.

The best part of organized travel is the huge variety of experiences available. The smaller your group and the more customized the activities, the higher the cost. But, there are experiences for everyone. It surprises me that there are now so much variety in the kinds of vacations people can schedule and afford. Just remember that no matter how much anyone tries to “keep it real”, as soon as we start viewing something, it changes it.

When I accepted my role as Marketing Manager for a travel agency, people were surprised that this was such a thriving enterprise. To be honest, so was I somewhat. As I have begun to learn about the industry, however, I have become convince of the advantages of using a travel professional. And the word on the street is that the industry is growing. Why? Because people value the expertise and the time savings that a travel professional offers. In addition, like many tasks you can do yourself (your taxes, sell your house, etc.) an experienced, trained professional can insure success and minimize problems. June’s issue of Smart Money has an article that eloquently makes the point. I invite you to read it.
http://www.smartmoney.com/mag/index.cfm?story=june2007-travel