In a world where everything is bookable with a click, why are more travellers turning back to real, human travel agents in 2026? Because travel isn’t just about booking — it’s about being looked after.
I’ll never forget the time I booked flights through an online platform, back before I became a travel agent. All I wanted were the cheapest flights from little old Wellington to Sumatra. That was fine — until I had to ensure Rich’s surfboard could join us. Then one of the flights was cancelled, and suddenly I was caught in an endless loop of trying to reach an actual human being.
I needed to confirm that our unaffected flights weren’t impacted and that the additional luggage we’d paid for was still accounted for. The frustration just wasn’t worth the few dollars I’d saved.
In that moment, I realised I wasn’t a person to them — I was just a transaction. One of hundreds, maybe thousands, processed that day. They didn’t know I’d saved for the trip or that this experience meant something to me. I was just a number on a spreadsheet.
Since working in the travel industry, I’ve seen that my situation was minor compared to what can really go wrong with online booking platforms. But here’s the difference: my clients will never feel like a transaction.
Whether I’m booking a budget airfare or an all-inclusive, end-to-end luxury holiday, I know every customer has a story — they earned their holiday, and it matters. I listen, often reading between the lines of an enquiry, piecing together what this trip means to them. I’m genuinely honoured to be trusted with their plans, and I don’t take that lightly.
Hoping everything goes smoothly isn’t a risk management strategy. There’s comfort in knowing there’s someone to call when you need help — a real person on your side.
Just recently, I arranged a complimentary hotel room for a client during a 10-hour Dubai layover. They didn’t even know they were entitled to it — and didn’t have to lift a finger to secure it. Had they booked online, they likely would’ve spent those 10 hours in an airport chair. You don’t know what you don’t know, right?
Real Support When It Matters
Problem-solving is a huge part of what I do. Especially for families overseas, a support network can be priceless.
There was the time a family travelled to Africa for a safari with their three kids. One child’s bag didn’t arrive. I handled the logistics in the background so they could focus on enjoying the trip. Eventually, the luggage was delivered right to them — no call queues, no navigating language barriers.
Another family flew into Northern Thailand with young children, only to be greeted by flash floods. Within hours, I had them rebooked on a new flight, greeted by a transfer driver, and checked into a beautiful family resort elsewhere. They later told me that unexpected detour became the best part of their holiday. I put myself in their shoes — no parent wants that kind of stress at an airport.
It’s Not Just About Price
Of course, every traveller wants value for money. That’s something I understand better than anyone. But value isn’t just about price — it’s about what you get for that price.
My systems let me search and compare everything at once, and I often have access to exclusive extras. Like the time I secured a resort room upgrade with lounge and pool access for a returning client — a big leap from their originally quoted standard room. Or the cruise customer who received a significantly better room upgrade than their friends who booked direct.
When Things Go Wrong, We Step In
Where a travel agent’s value truly shines is when things go pear-shaped. Since COVID, the landscape of international travel from Australia and New Zealand has changed dramatically. Airlines frequently adjust schedules or cancel flights — sometimes multiple times before departure.
If that happens and you’ve booked online, you’re stuck in call queues, waiting to speak to someone — along with everyone else in the same situation.
But if you have a travel agent, you don’t have to worry. We have direct access to airline systems. We can check availability, often adjust bookings, and find solutions immediately — all while you’re getting on with your day. No chatbots. No call centre frustration. Just someone you know and trust, acting on your behalf.
Over time, we build a profile with your preferences, so you don’t need to repeat yourself every time you plan a trip.
A Real Person in Your Corner
There’s nothing more valuable in the world of travel than having a reliable, experienced person in your corner. Someone who sees you as more than a booking. Someone who understands what your trip means to you.
That’s why booking with a real travel agent still matters — perhaps now more than ever.
Planning a trip and not sure where to start? I’m always happy to chat and help guide you through the process — no pressure, just support and advice when you need it.