The Value of Travel Agents in a Crisis

Written by: Michelle on April 27, 2020

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Everyone needs someone in their corner. In good times and in the times that challenge us, having someone who is willing and able to support you and work through issues is irreplaceable. This is especially true in a crisis, whether it’s a global pandemic or a personal tragedy. When life gets in the way of even expertly planned vacations, travel agents will be there for you.

For those travelers who are loyal to their travel agent, the benefits of using their services is no secret. But for the rest of the world, the impact of coronavirus has turned the spotlight to the incredible service travel agents provide their clients.

The Fine Print

Person On Phone

Every day people ignore fine print. It’s not that people don’t care, it’s that so often policies are complicated and really, REALLY long. But, in times of crisis, understanding an airline or travel suppliers’ policy is crucial, especially when those policies are changing daily. Travel agents have the most up to date information from travel suppliers. They can help explain what refunds or credits a supplier is offering and what the options are for moving travel dates or rebooking vacations.

Please Hold

“Your wait time is…104 minutes!” No one likes being on hold. You’re either stuck listening to terrible music or ads on repeat. When there are sweeping changes to the travel industry or to a supplier, hold times can be long. Travel agents make sure their clients get the service they need, no matter how long they have to wait on hold. Travel agents save their clients time and energy, especially in times of crisis.


Travel Agent

When things don’t go as planned, it can be frustrating and confusing to know what to do next. In the age of the internet, there are a million different publicly broadcast opinions and viewpoints. It can be hard to know where to turn and who has accurate and honest information. Even if it’s not the answer the client wants to hear, it’s the travel agent’s job to provide honest and accurate information that comes directly from their supplier connections. It’s information their clients can trust.


Choices can be difficult, particularly when the option we had our heart set on is no longer available. Travel agents work one on one to plan the best possible vacation for their clients. In a crisis, clients may feel unsure how to move forward when their dream vacation must be postponed or cancelled. Travel agents help them see the way forward by providing the client with the best options for using their vacation credits or moving their trip to different dates.

People In Desination

Travel agents go above and beyond for their client all the time. The coronavirus crisis has helped to highlight just how crucial they are to their clients and to the industry.

Are considering a career in travel? KHM Travel Group is a leading host travel agency that helps people start and run their own home-based travel agencies. To learn more, fill out the form to the right or give us a call at 1-888-611-1220.

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