Should you book your own travel on the internet? It's handy, available 24/7, but who do you call if you have a problem when you're on the road? Many small business owners are discovering that is more efficient – and perhaps cheaper in the long run – to have a travel professional navigate the maze of travel options. A good business travel agent can quickly search for low fares and rates. A very good one will go the extra mile and become your personal travel assistant and advocate.
There are three things to consider when selecting an agency:
- Look for an agency that knows business travel, not just "travel in general"
- Reservation technology should be advanced, fast, and comprehensive
- Travel agent skills and customer service should be top-of-the-line
Action Steps
The best contacts and resources to help you get it done
Check professional credentials
The largest travel agent organization in the world is ASTA (American Society of Travel Agents). The NBTA (National Business Travel Association) includes travel management companies among its members.I recommend: At NBTA's Web site, look for business travel agencies among the state-by-state list of Allied Members. Check for agent/owner credentials like CTC (Certified Travel Counselor) and CTIE (Certified Travel Industry Executive) conferred by The Travel Institute.
Ask about agency technology
Find an agency with a reservation system that scans ALL fare databases including Web sites. Ask about enhancements like "best fare search," consortium hotel and rental car programs, fare checker, seat checker, unused ticket management and an online booking program. Do they have accounting and reporting technology that tracks travel expenditures and an online booking program you can access 24/7?I recommend: The major GDS (global distribution systems) are Galileo, Sabre and Worldspan. Most agencies will have one, large agencies more than one.
Bricks-and-mortar vs. online business travel agencies
Companies like CWT (Carlson Wagonlit Travel) and American Express Travel have a large network of local offices under a national or global corporate umbrella. Online agencies like Travelocity, Expedia and Orbitz offer as much or more technology than traditional agencies, with varying levels of personal service.I recommend: Check out traditional managed business travel programs CWT (Carlson Wagonlit Travel) and American Express, and online programs Travelocity Business, Expedia Corporate Travel, and Orbitz for Business.
Tips & Tactics
Helpful advice for making the most of this Guide
- Travel agencies charge service fees. Ask for a complete list upfront.
- Resist aligning with a travel agent just because he/she is a personal or family friend. The key is finding a business travel agent.
- Ask about 24-hour service and an after-hours 800 number. Most business agencies offer this.
- Make sure you have a computer profile in the agency's reservation system; it's a big timesaver.
- You should have a travel policy in place for your traveling staff. Ask your agency for examples and help developing one.
- Ask how you can benefit from the agency's vendor relationships with airlines, hotels and rental car companies.
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