3 minute read
Busting the myths we hear about travel agents.
WE’RE HEADING toward an ‘instant’ era, when nearly anything can be arranged online with a few clicks. This has led some to wonder whether travel agents are relics of a bygone era. At House of Travel, this couldn’t be further from the truth. In fact, thanks to new technology, we’re doing more than ever! Here’s how we add value, expertise, experience and great Kiwi service to your holiday planning.
MYTH 1
At House of Travel, it’s the exact opposite! We have industry resources and strong, long-standing relationships with travel suppliers that mean we get you the best rate possible. “Just last week I had a customer give us a go after seeing our advertisements and she was pleasantly surprised that our prices were lower than what they’d found online,” says House of Travel Milford’s Kirstin Curling. “But as we often say, ‘It isn’t a great price unless it’s a great holiday.’ It’s no good matching the cost for your romantic getaway when the resort we are matching is family-friendly complete with kids club and a hydro slide.”
MYTH 2
Although flights and hotels are a priority when planning a trip, it’s everything else that comes together to make a trip truly special. Our consultants create bespoke holidays to your tastes and preferences. And we organise everything you need to make a great holiday — and ensure you have the right travel insurance for you and your budget. “We often end up doing far more than you’d expect to create the perfect holiday,” says House of Travel Christchurch City’s Belinda Fifield. “From liaising with local florists for special occasions to booking hair and spa appointments, it’s those little extras that make a holiday amazing.”
MYTH 3
We’re excited about what new technology means for us and our customers: We’ll be able to do more, faster! We’re constantly learning the latest trends and upgrading our offerings. “Customers are often surprised that in one search we check all the same booking sites you would at home — plus more that you can’t access,” says House of Travel Howick’s Alison Kearney. “One customer always brings his laptop to compare rates he finds with what I can get. Last time, it was a month-long trip and we matched or bettered the whole itinerary — and added some new ideas he hadn’t thought of!”
MYTH 4
Part of the fun of planning a holiday is looking at the incredible options available, but it can also get a bit overwhelming. We invest heavily in training across all aspects of travel — and importantly, our people are travellers too. “Our knowledge of destinations, hotels and airlines really makes a difference,” says Judy Harkness at House of Travel Calder and Lawson. “From sharing tips like the name of a great tailor in Hoi An or the best gelato in Florence, to booking the best room in a hotel. Our job is answering questions you didn’t know you needed to ask. I recently had a group of ladies enquire about a particular package. After asking what they wanted to do on their holiday and why they chose this package, I suggested a completely different destination that would give them the holiday they were describing. They ended up booking and had a ball.”
MYTH 5
Nobody wants to be hit with sales pitches! We believe a great holiday means an incredible experience at a good value. That means our suggestions should enhance your experience and are never about boosting a commission.
“In our business, word of mouth is critical,” says House of Travel High Street Lanes’ Sarah Crowe. “That’s why we follow up with every customer when they get home. We never make recommendations for our own benefit. We genuinely recommend the best thing for our customer. Last week I made a reservation at a local hotspot for a customer travelling to Singapore. I earned no commission doing this, but I know she’s going to love this experience. We are all about going the extra mile to create incredible holiday experiences.”
MYTH 6
Actually, we encourage your research, which we can combine with our expertise to create the best holiday for you — it’s our brand promise. “I really like to chat about what my customers have found. It helps me create their perfect holiday,” says House of Travel Nelson’s Amanda Radovanovich. “Recently a customer asked me to book flights to Europe. They reluctantly told me they’d already organised an itinerary and hotels. Talking through their itinerary enabled us to adjust it so they saved on airport taxes, replaced flights with rail to avoid time in airports and I managed to save them just over $1000. Some of the changes I suggested ended up being the highlights of their trip.” ■
