Dear Travel Agent,

We have been talking a lot about Travel Insurance, made even more timely with current events such as and Hurricanes Harvey and Irma.

From responses to my previous posts, I can see that most travel agents know the importance of travel insurance and have offered it to their clients, and had them sign a waiver when they declined to purchase it.

Do you think that search engines take the time to explain the pros of travel insurance, (even through a quiz) before a client purchases the trip? Will they ensure that clients obtain the travel insurance policy that suits them best, based on pre-existing conditions, or other situations that could affect their travel?

We all know the answer to that!

Search engines are great for what they are called: SEARCHING. But not for PURCHASING!

Travel Agents make sure clients are safe before, during, after their trips. If an itinerary is changed due to a hurricane, or for an unexpected life event, or for the recurrence of a pre-existing condition, travel agents will make sure that the client has insurance to cover them. They will also do all they can to reschedule, rebook, or cancel with as little inconvenience and cost to the traveler as possible.

As I always say, Travel Agents are like a comfortable pair of jeans – they change through the years, they get wrinkled, they shred at the knee or in other places, but they will never go out of style!

Unfortunately, the recent hurricanes have destroyed homes and lives. Many travelers have lost their dream vacations and their money because they purchased trips online without a knowledgeable travel agent to guide them.

Let all your prospective clients know how much you care, and that you will make sure they will be safe on their next vacation!

Travel Agents Rock!

Follow me at:
Instagram @ travelwithrosana
Facebook @ travelwithrosana
Twitter @ travelRosana
Blogs @ http://www.travelwithrosana.wordpress.com

Dear Travel Agent,   

Welcome to TSA!
How I wish that they were more cordial and welcoming; after all we are traveling, and not getting booked into jail! We all can wish! I must confess that it definitely depends of the gateway you use, perhaps your luck be different. Not so much for me who uses LAX, famously non-friendly LAX.

I have Global Entry and that doesn’t work for most foreign travel, especially if you use Bradley International Terminal. I can tell you many stories – even from MIA! But let me limit myself to my last experience.

In July 2017, I went to Tanzania and Kenya. I am allergic to dairy products, so for my morning coffee I bring along Coffee Mate On-the-Go (dairy free). I purchase them at Walmart and they don’t need refrigeration, even after they are opened. Each container is 3 oz. I brought 5 containers to Kenya in my carry-on luggage. They checked my carry on and said nothing. I had a great time.

On August 18^th, from Terminal 6, I traveled to Alaska on Canada Airlines. I again brought 5 Coffee Mate On-the-Go, and guess what? A nasty TSA employee gave me a hard time about my Coffee Mate – exactly the same amount as I took to Kenya and Tanzania from Bradley International, and only let me keep 2 – out of the kindness of her “heart.”

I explained to her that I was allergic to milk, and that just a month before I had taken the same amount to Kenya from Bradley. She was rude and kept me interrupting me, and threw my small perfume and deodorant on the counter. I asked her to please be more careful because they could break. She didn’t care. She was happy to be in charge, and to decide how I could travel and how much I could bring. Being in charge was much more important to her than being nice and kind, or following the rules. By the way, I was in the line for TSA pre-check and told her that I travel at least every other month.

What a shame! We don’t need to be treated like criminals when traveling.
What has your experience with TSA been like?

Follow me at: Instagram @ travelwithrosana
twitter @ travelRosana
Facebook @ travelwithrosana
Blogs @ travelwithrosana.wordpress.com

Dear Travel Agent,

Do you still remember the reason you became a travel agent?

I do! Over 25 years ago, with 2 little boys at home, my husband suggested that I become a part-time travel agent so we could take advantage of all the perks and travel as a family.

When I started, the three of us (me, myself and I) had a hard time getting it all together!

I remember telling my husband that I would only do something IF I was going to have fun. I couldn’t imagine myself miserable at a job; praying every week for Friday to come, and cursing Mondays. Nope, that is not me!

I was almost 29 years old, and being young and naive I thought my profession was going to determine my destiny and my happiness. Well, it didn’t take long for us (me, myself and I) to declare and decide that we were in charge!

I was taught by my mother that kindness wins hearts, and caring wins over bitterness. She also taught me that prayer saves you from a lot of cursing. That lady was pretty smart, but God took her when she was only 52 from colon cancer.

I still believe in her teachings and I use them every day.

I have fun most of my days and I believe that working in travel is not just a job.  It’s a calling to help people have fun, and to spread happiness wherever they go. Travel agents help people to successfully see other parts of the world, and feel blessed by that.

How about you? How do you feel about being in this industry? How has it changed you? Let me know in the comments!

Email me at askrosana@aol.com

Dear Travel Agent,

I have been approached many times with questions about how to deal with clients who “know it all.” Believe me, even as tour operator I have had many travel agents who wanted to teach me how to run my company, or tell me how to create my tour packages.

Is that annoying? You bet!

I am a truly believer in taking a deep breath and trying to understand the other side (which is not so easy, I promise you!) But in a world in which we are so tired of hatred, how can I call myself a “lover” when the first thing I think about is to kick that kind of prospective client on the behind, and tell her/him to shop someplace else.

I believe in building bridges. If that prospective client came to me, it was for a reason. With a big smile on my face, and kindness in my heart, I would let that prospective client hear my voice over the phone asking the question: “What can I help you with?”

I choose to believe that not everyone is bad, not everyone is racist (I am Hispanic and speak with a Brazilian accent), but many people come from a place where they have their own personal problems or fears, and many times they just need some caring words and validation.

Once you break that barrier and build a bridge, you will find a reliable client. They will trust you, come back, and recommend you to friends and family.

Maybe some of you reading my blog are calling me a dreamer or even delusional, LOL! But those who really know me, know that I built a successful business and life making friends instead of trying to prove who is more “macho!”

As I always say and will continue saying, life is short and travel is a blessing. Just have fun and build as many bridges as you can, you never know where they will take you!

With love,

Follow me at:
Instagram @ travelwithrosana
Twitter @ travelRosana
Facebook @ travelwithrosana
Blogs @ http://www.travelwithrosana.wordpress.com

Dear Travel Agent,

I am often approached and asked whether or not it is a good idea to charge a fee to prospective clients when offering to work with them.

I completely understand that time is money, and we have all had many seemingly wonderful prospective clients who wasted our time preparing quotes and fulfilling requests, only to have them buy somewhere else or book on their own.

This is when we imagine ourselves charging for our “wasted” time, or having a FEE for research, or even charging by the hour. What would happen if we were to do so?

Well, let’s look at that from the point of view of the supplier (which is what I was for 23 years), and you – the travel agent, as the client. Ask yourself how many suppliers you would pay a consulting fee to for preparing a quote for you. Would you pay the fee, or go look for another supplier who would do it for free?

As a supplier, we knew who the serious travel agents were, and we invested our time and energy with them. We also knew exactly who the Lookie-Loos were.

You may ask how we could tell? Well, with past experience, and by asking the right questions, we separated the “good” from the “bad” clients. From doing this over and over, and being asked to quote on an already perfect itinerary, we knew that another supplier had already done the job and that this was just another “copy and paste and get me a better price” scenario. Or being asked to quote a trip with an unreal budget; like asking for Dubai, 5 stars, with limo and helicopter rides, and VIP treatment for less than $1,500 per person (even asking to stay at Burj Al Arab).

We dealt with many travel agents, and it has always been my policy to teach them. We would explain why we wouldn’t quote another supplier’s itinerary, and I would advise how pricing for VIP works, and also explain anything else we thought was appropriate to educate the agents about.

In the end, it is your prospective client, and it is your time. Some travel agents do very well by charging a fee. Personally, I still believe in doing business without charging upfront, and being selective about who I am going to work with.

How about you?

Follow me on:
Instagram @ travelwithrosana
Twitter @ travelRosana
Facebook @ Rosana Chermisqui