A Full Crew!

Today marks Terrah's return from Maternity leave, so we officially have everyone coming to work today! How exciting! We are hoping Terrah is able to just hop right back into the thick of things without missing much of a beat. Candi continues to absorb more information every day.

Hopefully, with a full crew on board I will be able to accomplish the projects on my list that require uninterrupted time or time away from the office.

"We're Going No Matter What"

This is what customers frequently tell us when we offer them travel insurance.

It's a fine sentiment, but it strikes me that by the mere utterance of those words invites Murphy to your door. It has happened again today. A client who is supposed to be at the airport today called to let us know that one of his children awoke with a fever this morning. That child is supposed to come on the trip.

The last we heard from him they were at the doctor attempting to decide if they were going to be able to take their trip. (They are under 100% penalty on their trip...no insurance...)

No matter what indeed....

When you lay an egg.....

...you might as well sit back and take a good look at it.

Yesterday I took a phone call from an angry customer. He was understandably angry about his poor seat assignments on his flights to an upcoming Hawaii cruise.

Now, seat assignments on scheduled carriers are a pain. Especially on flights to Hawaii. Especially when we didn't know what specific flights these customers would be on until 30 days prior to the trip. (When you purchase air through the cruise line, flights are usually not assigned until 30 days prior.)

It is quite likely that the seat situation was every bit as dismal on the day the flights were booked as it was yesterday when the customer discovered it.

However, we'll never know! We didn't take the proactive step of inquiring as to the seats before the client ever got the documents.

Why?

Well, it really doesn't matter why. Any "why" would, at the core, be an excuse.

The fact of the matter is that we didn't. So, as a result, I find myself monitoring these flights to look for any movement in the seats. It's likely that we won't see any movement until right before the flight, which will cause worry for the customer.

Another fact of the matter is, we are constantly identifying ways to make things easier and nicer for the nice folks who trust us with their vacations. So, I find myself implementing procedures so that this doesn't happen again.

The great Walt Disney once said: "You may not realize it when it happens, but a kick in the teeth may be the best thing in the world for you."

...and so it goes.

Press "0" for Operator?

Last night I was watching TV and saw, for the millionth time, the commercial where the guy is on his cell phone for an extended period of time trying to reach a human to ask a question about a recent transaction. After enduring and finally reaching an agent, the train he is on goes into a tunnel and the call disconnects. (Here is a link to the product.)

I think we can all relate to his frustration. We've all heard of the website where Mr. Paul English has put together the magic tricks involved in getting to an actual human agent at the various companies we deal with.

If I may just say....STOP THE INSANITY!!

Why should it be such a trick to get ahold of a living breathing human being who cares about your experience?

From the very beginning, Philip and I committed that we would not ever have anything but a human answering incoming calls during business hours at Legacy Travel.

So, give us a call...we're waiting!

Flexibility

What makes the difference between someone who consistently has a great time traveling, and someone who makes themselves and everyone around them miserable while on a trip? I think the key is F L E X I B I L I T Y.

I'm reminded of this today because my husband has been attending a meeting in Phoenix for the last two days and will be flying back this evening. Right into a freezing rainstorm here in Dallas.

Please understand, the mere presence of my husband on a flight is enough in and of itself to throw the flight completely off schedule. Something about seeing his name on the passenger manifest causes weather delays, crew delays maintenance delays...you name it, he's probably experienced it...recently. (That is, unless I'm with him...evidently my good vibes are usually enough to overcome his.)

I just looked at his flight time. He should be flying right into the thick of it. I have half a mind to tell him to just extend his stay in Phoenix another two days. Just stay there until we are back to our wonderful mid-seventies weather here in the Metroplex. He hates cold anyway, so I think we'd all be happier.

There is the matter, though, of my 90 minute Hot Stone Massage tomorrow afternoon. Who would keep the children?

I guess he'd better brave that flight.

:-)

More Later.

New Frontiers in Group Travel

I'm very excited to be putting together my first group without using a tour company. I've contracted with the hotel, the walking tour guide, I've purchased the theater tickets. I've been able to deliver a great value to my client as well as a fantastic trip.

I stayed at this particular hotel about four years ago and promised that I would bring a group back. I love the hotel and think it is a fantastic little gem.

On top of that, Candi is starting on Monday, and Terrah will be back from maternity leave this week. I'm excited to have a whole crew on board.

It's going to be a great week!

How do you guys get paid?

This is among the top of the list that people ask us on a regular basis. So here, in a Travel Tales exclusive, I will fill you in on the deep dark mystery of how a travel agent creates revenue.

Once upon a time, any travel supplier worth their salt paid travel agent commission. Airlines, hotels, car rental agencies, tour operators, cruise lines...really anyone who could look themselves in the mirror and refer to themselves as a part of the travel industry paid a travel agent a commission to bring them business.

Then, in about 1991, those bluebirds of happiness otherwise known as The Airlines decided that they needed to reduce costs. The brains of the operation decided that the best way to do that was to cut the commissions paid to travel agents. There are those who would say that the airlines decided this in a secret closed door meeting involving several of them. In fact, there were lawsuits that alleged just such a meeting.

Long story short, the airlines no longer pay commissions to travel agents. When a travel agency (or even a website owned by an entity other than an airline) issues an airline ticket they must now charge a service fee. Heck, the airlines themselves are even charging pretty hefty service fees for talking to a human agent. (American Airlines was at $15.00 last time I checked.)

Tour operators and cruiselines do still pay agent commission. This is where the bulk of our revenue comes from. Each agency operates differently though, so there are wide variations. We made the conscious choice to shift entirely to vacation travel, away from corporate travel.

Service charges are a growing part of our revenue, however. We offer a service that not many agents are qualified to provide. More and more people are traveling in Europe independently. By independent, I mean that they are not going on the bus tours that have been so popular for so long. They want to fly over, stay in hotels and travel between cities by various means. They want to have someone with the knowledge and expertise to help them navigate planning such a trip. I have that knowledge and experience. I charge $50.00 per hour for consulting on such a trip. I can do as much or as little as someone needs. I can plan everything from soup to nuts...or I can just fill in the parts that the client needs help with.

So there you go. Mostly we make commission from cruiselines and tour operators. For some types of work, we may also charge the client directly.

Now you have the inside scoop.

Passports

It seems more and more people are hearing about the upcoming new requirements for US Citizens traveling to Mexico, Canada and the Caribbean. Subsequently, we get alot of questions about passports.

Bottom Line:

Get a Passport

1) You're going to need one anyway.
2) They're good for 10 years.
3) They're designed to be easy to travel with (they're durable).
4) You'll avoid next year's rush.

Why wait?

Someone New is Joining Us!

Today I have very exciting news! Candi Hollingsed will be coming to work with us starting this next Monday.

Today I have purchased a new computer, monitor and IP phone in preparation for her arrival. We'll be moving in an additional desk and dropping power and a network cable in the next few days.

Please join us in wishing Candi great success in her travel career.

Plan ahead or find trouble on the doorstep. ~ Confucius

One of the major frustrations in my line of work is not being able to give people what they want.

For instance, Spring Break in these parts takes place during one of two weeks this year. Some school districts have the week of March 5, but most school districts and colleges around here have the week of March 12. This schedule has been set in stone for quite some time, but some people are just now deciding that they'd like to travel.

The problem is that during the more popular week (March 12), space has been at a premium for more than a month already. People call every day and desperately want us to find somewhere for them to go..oh, and by the way, they want to spend $500.00 per person.

There just isn't an easy way to tell someone "Isn't going to happen, my friend!"

The very nature of a travel agent is to want to please our clients. We would SO love if there were tons of space left so that we could get you all set up three days before you want to go. We just have to face the fact that during high demand weeks that just isn't going to happen! Yes, everyone knows someone who found a smokin' deal at the last minute. I'm not going to say it never happens, but it isn't the norm during a high demand travel time.

So..who is ready to plan for summer vacation now?

A Year in the World

While on my trip, I flipped through the March 2006 issue of Real Simple Magazine. On the last page there is a quote that really struck a cord with me.

"Travel pushes my boundaries. When you travel, you become invisible, if you want. I do want. I like to be the observer. What makes people who they are? Could I feel at home here? No one expects you to have the stack of papers back by Tuesday, or to check messages, or to fertilize the geraniums. When traveling, you have the delectable possibility of not understanding a word of what is said to you. Language becomes simply a musical background for watching bicycles zoom alongside a canal, calling for nothing from you. Travel releases spontaneity. You become a godlike creature full of choice, free to visit the stately pleasure domes, make love in the morning, sketch a bell tower. You open, as in childhood, and - for a time - receive this world. There's the visceral aspect, too - the huntress who is free. Free to go, free to return home bringing memories to lay on the hearth."

This is from a book entitled A Year in the World by Frances Mayes.

I may pick it up.

Home and Tired

I have returned from Mexico. The trip was a resounding success by any possible measure.

I am completely exhausted.

Coming home to a family whose lives have continued unhindered in my absence is slightly disorienting. The thousand details that I would have attended to as they came up all stare at me in the face upon my return.

Adding to that overwhelmed feeling is the face that my head swims with brilliant ideas when I am out of town. When I get home I want to execute on my brilliance...only to find out that there are a million mundane life and work issues I must attend to. These mundane life and work issues suck the time and life from my days, preventing my true brilliance from shining forth.

So, I have been attempting to bring the house to some semblance of order. I have been attending to school and homework details for the kids, going through mail and trying to unpack.

Tomorrow, brilliance!

I'm Here

I am blogging to you from the lobby of the Riu Palace Mexico. Tomorrow I'll be moving over to the Riu Palace Riviera Maya. My group comes in tomorrow starting at 9:30am.

This resort is beautiful. I've seen it before and it is the same as it ever was. The beach is beautiful and the resort is not at all crowded. The only "issue" I've had has been difficulty getting online. I know it sounds strange, but when are Mexico resorts going to give me broadband Internet in my room?

At 5pm I will meet someone over at the other resort for a site inspection. I don't think I've ever been at a resort on opening day before.

A Bride and three bridesmaids just walked by. How fun! We do destinations wedding all the time, they're all the rage right now.

Alright, I'd better pack up so I can get over to the other resort.

More later, provided I can get online.

On The Way

Looks like there's no turning back now! I'm sitting here in the gate area awaiting boarding for my flight to Cancun. According to my husband, I didn't leave a single belonging at home. What can I say? Escorting a group like this requires many things. I have an IP phone, a computer, a printer, photo folders, blank cds, the HUGE file from this group, along with all of the normal stuff. I try to be ready for any eventuality.

I'll be back in touch from the resort!

Details Details

I know you'll be relieved to know that my travel arrangements are finally confirmed. I must admit I've been getting a taste of my own medicine these last few days.

I field alot of questions about "Where are my documents?" and "Why don't I have my travel documents yet?" I will admit that it gets wearisome at times. Why are they getting so bent out of shape? I know everything is confirmed...why is this customer getting so anxious about having travel documents?

AH HA! Now I know why everyone is so anxious for travel documents...It is stressful not to have those reassuring little papers in your hand that tell you that when you get off the plane in that foreign country, far from your home and family, that you will not be homeless.

Traveling frequently is certainly helpful in my line of work. It can also be a liability. Because I take trips so frequently, it isn't as big a deal if any one trip doesn't go perfectly. I mean, hey, there'll be another one in a few weeks, right?

My customers, however, probably don't take vacations every few weeks. My customers have a bigger stake in each trip, because they are more rare.

"The difference between a mountain and a molehill is your perspective."
- Al Neuharth

Indeed.