Date: Fri 23-Oct-1998

Publication: Bee

Author: JAN

Quick Words:

travel-agents-Internet-

Full Text:

Travel Agents Don't See Much Impact From Internet Bookings

BY JAN HOWARD

Representatives of local travel agencies say there has been no negative effect

upon their businesses as a result of travelers using the Internet.

Some air travelers are booking flights through Internet sources but so far

there has been little if any effect on the travel agency business, they say.

The local travel agents said there are quite a few people who use the Internet

for comparisons of schedules and rates for airline flights, such as through

Priceline.com. One recent survey suggests that up to 20 percent of travelers

may use the Internet for such comparisons.

"Then they ask us to match the price," Paul Mazzia of Newtown Travel Center

said. The Internet will pull up the lowest possible fare, "which we can also

duplicate," he said.

"I really don't think it's had an effect," he said. "The Internet has exactly

the same prices as we do. I got one customer $60 less on each ticket from

another airline. Sometimes prices change overnight."

"I don't think it's had a negative effect," said Laurie Summa of Compass

Travel. "Some people are not comfortable doing it. They check there, and then

they come to us and ultimately book through us."

She said people who use the Internet "aren't familiar with the coding. I think

they're not sure. Then they call us.

"The Internet is not as much a scare as it was in the beginning. A lot of

agencies were concerned. But I don't see a difference," she said.

Ms Summa said, however, there are fare savers that airlines offer that can

only be seen on the Internet. Because her agency has its own website, "We get

those every week, too." She noted there are special weekend fares that are

offered on Wednesday that are not available to all the agencies.

"Because we're connected to the Web, they come over to us, she said.

She said Internet's service fees might be less than a travel agency's.

"However, people don't know if it's the lowest fare or not. We know that," Ms

Summa said.

"Our service is what a client is paying for, making sure it's the lowest fare

for the destination," she said. "Most people are not that educated on

computers. I'm sure the Internet has discounted fares, but you have to know

where to find them. We get updates daily on specials."

MaryBeth Voges of Compass Travel noted the Internet might show a lower rate,

but the price might not apply on the day a person wants to travel.

Ms Summa said "It makes sense to use a travel agent." Through the Internet,

"You don't know who you're dealing with," she noted.

When Something Goes Wrong

"If something goes wrong, they come to us to try to clean it up," Patrice

Petretti of Fuller & Durden said.

However, travel agencies cannot fix a problem caused by a mistake on the

Internet, she said. "They have to go back to the carrier."

"If a person has to reschedule, they have to go to White Plains or Hartford to

change their ticket," Mr Mazzia said. "We tell them where the nearest ticket

center would be for that airline."

Ms Petretti also cautioned that residents should be careful sending their

charge cards through the computer.

"You don't know who you're dealing with," she noted, "and there is no one to

go back to if you have a problem."

Ms Petretti said there is a real possibility the Internet could have a bigger

impact on the travel industry in the future as more and more people turn to

their computers for more than information.

"I'm concerned they'll book cruises, packages, and resorts through the

Internet," she said.

So far that isn't happening in any great degree, the representatives said.

"There's really no way of knowing. But I have had people who have taken a trip

they booked through Internet," Mr Mazzia said. "Sometimes it's a novelty to

say they tried it."

"People are leery of putting information into a machine. Computers haven't

replaced people," he said.

According to Ms Petretti, "A lot of people call 800 numbers. Those are the

things that hurt us more" than the Internet.

She said there is a possibility her agency may have lost cruises through

comparison shopping, because cruises are sometimes part of a conglomerate that

gives discounts that travel agencies can't.

She said, however, it is "kind of risky" to book a cruise this way because

"you're dealing with an unknown person."

She said the Internet has many listings for cruise lines, though they can only

be booked through calling a telephone number that is listed.

"You can research the ships and their itineraries. They will give you reviews,

but I don't know if they will recommend one cruise over another, only in terms

of a review, such as "best in food."

Ms Petretti said there are benefits to working with a local agency.

"If you go into an agency, you get someone to sort through the options with

you and offer recommendations on cruises and itineraries. There is more

personalized service," she said.

Ms Summa said that once a client has arranged for a travel package with an

agency he or she can use the Internet to look at hotels and things to do at

their destination.

Service

Personalized services the representatives said are offered by agencies include

attention to detail, more accurate information, comparison shopping between

options, and contacts for additional information.

"We have options and resources at our fingertips," Ms Petretti said. Also,

working with an agency gives a person "the ability to have someone to thank or

yell at," she added.

"You're talking to a live individual. You get more feedback and can ask

questions," Mr Mazzia said. "If you have to change a ticket, we can do it

locally."

Mr Mazzia said travel agencies can often offer discounts for amenities that

would not be available through Internet, such as discount coupons for parking.

"We have different information that Internet doesn't give them," he said.