Skellig Michael - Final Night in Glin Castle

Gene, my chauffeur driver, arranged reservations with Des Lavelle for a trip to Skellig Michael and I was told to ring at 8:30am to find out if the swells were small enough for our trip out to the island and they were – we were heading 8 miles into the ocean to climb 599 steps created by monks who lived out there, sheltered from the mainland to pray for our souls.

Driving from Waterville to Portmagee was about 30 minutes, 45 if you aren’t familiar with the roads or area and I asked for Des when I arrived at the docks 20 minutes prior to our departure. Des was quite friendly and got our names, checking us off the list as he is only licensed to take 12 passengers at a time. A few minutes later I was approached by a man who started the conversation with, “We’re not stalking you but… we saw you at the Bamboo Park yesterday.” When I took a look it was the American couple sitting at the other table in the tea room as we were discussing adoption with Claudine – and he acknowledged he could hear our conversation and congratulated us.
He introduced himself as Ed and told us he drove from below Bantry to try and catch the boat to Skellig Michael – I couldn’t even imagine driving from Bantry to make it on time, with no guarantee there was room. Another couple drove 1.45 hours from Dingle to get there and they did have a reservation while a couple from Paris drove a few hours from Kinsale! My clients will definitely be placing themselves in Waterville for the night rather than driving the distance without knowing the tour is going.

Des loaded up the boat, allowed Ed and his wife to join us as someone did not make the boat – and it was 10 minutes past 11:00am so they were definitely late… everyone is to be there 15 minutes prior to ensure their seat. Just as we pulled away someone was running down the dock trying to flag us down but it was too late, Ed was on the boat and we were heading out.

The ride was 1.25 hours into the ocean with the Skelligs getting larger with each minute. The water was calm with 5-foot swells rolling the boat slowly from side to side, relaxing in one sense but after an hour my head was rolling as well and I felt a bit uneasy. We took the long way around the smaller skellig and watched as the Gannets flew overhead and roosted on this massive rock, created a while cap as they pooped all over it (nice, eh?) In fact there was so much poop that you could smell it on the boat, making everyone wrinkle their noses until we got a nice ocean breeze the opposite direction.

Pulling up to Skellig Michael we had to dock next to another boat which was offloading supplies for the few who live there, including the lighthouse keeper and tour guides who live there for the tourist season. Des grabbed a rope in the front of the boat and pulled us closer but the swells had two boats moving in opposite directions as our passengers tried to jump from boat-to-boat – my heart was racing! I grabbed a rope from the back of the boat and tried with all of my might to get the rear of the boat closer when another guy finally helped. He jumped and it was my turn, no one holding the back of the boat as they began to separate and pitch with the waves… my heart was racing and I jumped as the boats separated, sure I would land in the water. Nope, I made it to the boat, grabbing another guy as I landed on both feet, legs quivering and hands visibly shaking. It took me a few minutes to capture my breath and calm down. How do folks do this in normal Irish weather… slipper, drizzling rain?

We began our hike around the island, noticing a helicopter pad – a nice option to go home but we know it’s for bringing in supplies or perhaps evacuating the inhabitants in bad weather. We finally reached the steps and began our ascent, passing groups of German tourists heading down to their waiting boat for the ride back.
It’s hard to describe the ascent other than slabs of rock stacked to form steps on a steep incline, no railings or rocks to hold onto. My first thought was knowing we had to come back down, staring down rather than at the steps in front of you but I quickly put that to the back of my head for when I actually had to do it.
We ascended with Scott and Sarah to the first landing and caught our breath, allowing groups of people to descend before we continued on. The next steps were much steeper and at one point we were on a foot path with a drop straight down on a steep incline and into the ocean – not great for those who are afraid of heights.
At the top we had the most stunning views of the other island as well as beehive huts created over 1,000 years ago by the monks, no mortar at all and rainproof. These huts were designed using flat stone laid at such a slight angle that rain fell away and not inside. Very basic were their homes but that was their life, devoted to God.

The descent was quiet as our boat was the last to arrive and the last to leave. We watched as the boats floated in the Atlantic until their scheduled departure time, pulling into port one-by-one and loading up with their original passengers. This left the island quiet as we carefully descended each step, stopping occasionally to get my footing and take a few dozen photos. No one was going to believe the weather let alone the amazing photos. I had to take as many as possible to capture the moment.

Back at the bottom we met Sarah, Scott, Ed and the couple from France and talked a while before our boat came. Yes, politics came up and we vented about the current climate and hoping for change, mainly that Obama is our next President.
The ride back wasn’t bad at all with a little wind hitting us in the face and definitely helping with the sea sickness. Bob and Ed talked about our adoption for quite some time before Ed noticed a whale breaching the waters. We all stared the same direction and it surfaced again, Ed guessing it was a pilot wale and Des confirming it based on the dorsal fin location. Free whale watching tour for us since it wasn’t planned!

We all parted ways, Bob and I heading to Glin for our last night in Glin Castle. It was about a 2.5 hour ride however driving out of the Ring of Kerry was quick due to new, larger roads and plenty of room. We slowed down between Killorglin and Tralee due to traffic and a maze of roads in Tralee to get us through to the other side.
We arrived at Glin around 7pm, late by our standards but it was a long and productive day, with Irish suntans to prove it! We pulled up to unload our luggage and within minutes two men were unloading our car and advising us to leave the keys, they would park it. A short registration and quick tour of the public sitting rooms we were off to our room, the East Room on the 3rd floor. It was large and included a king-size bed which was quite nice after a double bed in Butler Arms Hotel. The room was magnificent and the castle was intimate, more than I ever thought. In fact, we were staying in the Knight of Glin’s home – a descendent of the Fitzgeralds of Limerick since the 14th century. The rooms were magnificently decorated and I can see why my clients like this on our Haunted Castles tour though I haven’t seen a ghost yet myself.

Dinner was a fixed price of €60 per person which is quite reasonable for castles and the dining room is small, intimate and furnished with paintings of what I believe to be ancestors.

We grabbed a small table for two near the window and the menu had many choices for each course and I was looking for a change so I went with the pan seared scallops and traditional Irish pudding (blood sausage), apple and Calvados Sherbert, fillet of sole stuffed with crab meat with a classic hollandaise sauce – and topped with a mixed berry dessert and coffee. The meal was amazing and we both agreed that it was our favorite so far, barring Florence’s home cooking of course.

We met another couple, Donald and Phyllis Epstein and had a good conversation on politics with them before an Irish couple joined in, discussing both country’s financial problems. Before long it was off to bed as we had a fairly busy morning with a 1.5 hour drive to the airport, stopping at Adare along the way.

Saying Goodbye in Ballylickey -- Hello Ring of Kerry!

What a busy morning we have – Gene, my driver for my chauffeur tours is coming up from Glengarriff for breakfast so we can finally meet. We’ve talked numerous times over the phone but we’ve always missed each other during our visits to Ireland. Unfortunately business has been slow and I haven’t had any chauffeurs for him this year but a larger company in Kerry has only had one contract job for him as well so it’s slow all over.

When Florence returned from the bank we gave her another computer lesson, showing her how to upload photos and more email features … and we finally began our exit. It’s tough saying goodbye after a nice visit but I truly wanted to try and fit in Skellig Michael which was a day trip from the Ring of Kerry. We bought our painting but not before Florence ran into the studio and gave us a wonderful painting of her own, an oil painting of sun flowers which we had admired on previous visits. “This is for the baby!” and we both gave her a great big hug! She’ll be one of the baby’s best Aunts in the whole world, a French-speaking Aunt from Ireland.

Onward over the Caha Pass and through the Sheehy Mountains, my favorite views of Bantry Bay and the mountains and this was a gorgeous day so I had to stop again and add more photos. I have to replace the wrap on my car and I need a series of 3 photos to make a panorama on the back windows of the MINI Cooper – a perfect location to capture the grand vistas of Ireland.

We made a brief stop in Kenmare again, unable to resist the charm of the main street full of color bars, restaurants and B&Bs. We popped into a pub for a quick lunch, paying €8 for a toasted sandwich and chips – pretty steep but still on the low end for food these days. Stick with the pubs for the least expensive food!
Bob wanted to hit a few stores looking for lace wine bags to use as gifts for the upcoming holiday season but no one had them… the did make great gifts but we’ve been unable to find them the past year or two. In one of the sweater stores I was suckered into another Irish sweater – after having sold my previous ones on eBay for a steal! I opted for a thinner wool cardigan that is a bit more dressy and not so hot to wear but at $90 it was quite expensive, the big purchase of the trip!

Continuing on to the Ring of Kerry we passed through Sneem, full of tour buses having just come off the Ring and ready for a rest. The roads are quite a bit bigger in places and the Ring isn’t as picturesque as I had remembered… perhaps it’s because I’ve traveled more of the off-beaten Ireland that is untouched by tourism? I really have to advise folks against traveling this when I can as there are so many other natural landscapes that will move people to tears. In fact we were only by the water a very short bit before ending up in Waterville, our base for the night.

The Butler Arms Hotel is one of the “manor house hotels” I offer to folks on the Ring and the location is perfect, right in the middle of the drive. This 4-star property is very unassuming on the outside and on the inside I was a bit taken by the décor. I’m not sure why I was disappointed because the room was clean and sizable for a standard room, the public lounges, bars and restaurants were fine as well but something in me tells me that booking clients in this manor home would leave them a bit disappointed, mainly from expectation. I’ve stayed at Cahernane House and it’s absolutely stunning so comparing the two is like comparing an orange and a grapefruit – similar, but very different tastes.

We did have dinner at the hotel and the food was quite nice, a requirement for receiving a “manor home” distinction. Mind you the food was very expensive, expensive in Irish currency as well as the currency conversion. I want to say my small piece of organic Irish salmon was €24 which is about $35, a price I’m not accustomed to paying for salmon anywhere even if it is organic.

The Butler Arms Hotel does have character and is well situated for our needs and they offer two services which I’m eager to point out to clients, a pick-up service for trips to Skellig Michael as well as a picnic basket service for snacking while out there since there are no services or facilities on the island. As long as I advise clients that I would consider the hotel a 3-star property with good location, I think we’re all good.

Downtown Bantry and Glengarriff's Bamboo Park

Today was a bit boring for clients but it was relaxing for us, hanging out with Florence in Bantry for the morning, chatting over a cup of organic coffee and a homemade organic scone at Organico. Ireland is on the organic kick as well as the environmental wave – even ATM machines remind you to dispose of your receipt carefully (if you print one at all!) Time alone with Florence was great and we got to know her just a little bit better than the previous trips.

Back at home Florence decided not to join us at The Bamboo Park in Glengarriff, a bamboo garden set on 12 beautiful acres (when the sun is out!) and overlooking a small bay. Claudine, the owner, greeted us and knew exactly who we were as Florence rang up to let her know we were coming. Claudine gave us a map and quick overview of the gardens, the bamboo having been imported from France and adapting very well to the subtropical climate in Glengarriff. The gardens were gorgeous and we walked the perimeter, stopping to bask in the sun and enjoy the views of not only the gardens but the water as well.

Back to the entrance (not sure how we found it!) we stopped in to talk with Claudine a while, opting for a wonderful piece of homemade apple tarte with cream and a cup of coffee. At some point another American couple stopped in for the same as we talked to Claudine. At one point Claudine congratulated us on adopting – word travels fast in a small community and we were happy to share our experience. She asked quite a few questions and we were more than happy to answer them, knowing that our next visit to Ireland will probably be with baby.

Thanking her for the tour, conversation and wonderful tarte we decided to head back to see Raymond and Florence and help prepare dinner. The night was out usual except we decided to pick our next painting which we’ll post online soon. I think this is our 10th painting of Raymond’s that we’ve collected.

Baltimore and Sherkin Island Excursion

Today we set out for Baltimore, a small harbor town about 30 minutes from Bantry. Our goal was to stay local this trip, exploring the smaller towns and going off the beaten path. Bantry is a bit below where most Americans travel and we were immersing ourselves even further, giving ourselves a flavor of Ireland that even we have neglected to see.

Heading toward Skibbereen we took a smaller side-road toward Baltimore, hugging the water as we meandered through the countryside. After about 20 minutes we came across Casey’s of Baltimore, a property which I’ve sold before and now I could see the actual location – on the water and a good location but still a short drive to the actual harbor itself. It would be perfect for those looking to get away from the major towns but having to drive to the center of the harbor might be an issue if a few pints are involved.

We quickly found the harbor, parked on the curb like everyone else as the parking lots were full – knowing that they rarely tow but we could come back to a ticket.
Just as we arrived we saw a boat pull up and we inquired – it was the Sherkin Island Ferry, a place we were told we should visit due to its beauty. Although today is a bit overcast, we figured we’ll head out and explore a bit so we hopped on the ferry (€10pp) and began the short 10-minute journey to Sherkin.

Sherkin Island is known for the ruins of a friary and a church, the friary immediately seen as we landed. From there we decided to walk toward the hotels on the island in search of a bathroom but found them either closed or the bathrooms were locked behind the guest area. There was a group of people staying in the one hotel however they were all practicing Tai Chi in the main banquet room and later outside – probably not a good idea to interrupt them. Seeing a sign for a pottery gallery we started our walk and continued for at least a mile before seeing it was closed and the road ended… thankfully the scenery was gorgeous along the way with nothing but views of pastures, animals and water in the distance.

We made it back to the ferry and took it back to the mainland just as the sun began to burn through the clouds. It’s typical Irish weather in the sense that the mornings will always be cloudy and misty, wet and cool but if the sun can burn off the clouds you’ll have gorgeous skies.

Just at the top of the harbor is a small group of restaurants where we were able to sit outside and enjoy the weather, the people and the views of the harbor – boats going in and out, a group of scuba divers heading out and people milling about on this Sunday afternoon. We each ordered a pizza with fresh local cheeses and a side of chips (French fries – a requirement for all meals!) and when they arrived, our faces dropped! These pies were quite large and good value but way too much food for the two of us. Fortunately a couple from Cork City sat next to us and asked us how we were enjoying out pizza so Bob offered them a taste and they took us up on it! Mind you I’ve never seen someone do that but I liked it at the same time because our offer was genuine… why can’t people just take you up on an offer without feeling obligated? We actually cut up the rest of our pizzas and made them a nice plate which they thanked us for many times, eventually ordering a bottle of wine to enjoy the views and sunshine.

We took the southern route along to Schull and stopped for a bit before heading through Durrus where they make a fine hard Irish cheese and on to Ballylickey. We then made it back to Ballylickey dinner was being prepared, roasted duck and wine. We settled right in, telling the day’s story and sipping wine as we tried to help out when we were allowed.

Visiting Raymond Klee in Ballylickey

The weather has been extremely unusual for Ireland – sunny and warm! In fact I think I might be getting a slight tan as we sit outside with our friends Raymond and Florence.

Let’s see, we drove from Doolin to Ballylickey in about 4 hours and this is where distances versus time is quite deceiving. We were in Limerick around 11:00am south on the N20 which is a nice-sized motorway. The total distance to our turn-off was about 105km, maybe 60 miles and it took us about two hours. The motorway narrows through villages with traffic here and there. Once off the main road the traveling was even slower through winding mountain roads until we emerged into Ballylickey.
Raymond and Florence were in the kitchen when we arrived so we walked in, made ourselves at home and began the process of catching up on the past year.

Unfortunately Raymond has been diagnosed with Alzheimer’s and his memory is not what it used to be, though he did remember the two of us. My fear was having him wonder who we were and why we were staying in his house. He had none of that and within the hour Raymond was whisking us off to his studio to show us the works he’s completed and what he was working on now. In fact he painted a wonderful seascape which he allowed me to get on film!

Oh, wait… I had a woman, Judy, contact me through the Internet to find out more about a painting of Raymond’s that she purchased through a thrift store. We emailed quite a bit within two days, me receiving digital photos and a letter to bring to Ireland for Raymond. I decided to go one step further and get his reaction on video, knowing full well that he would give me a show for Judy and that he did. I began reading the letter and his eyes would open wide and he would give me one of his grins indicating the show was about to begin. Just as I came to the part asking about the name of the painting he paused, full-grin and slowly gave the name… “Oil” … “Painting” and that was the end of the letter and questions. Sorry Judy! That is when Raymond went back to his oil painting and the video taping continued.

Spa Day in Ballyvaughan, Exploring the Burren's Dolmens and Ring Forts

Tir Gan Ean is the perfect location for touring – the Cliffs of Moher are just a few minutes south, Doolin Pier offers ferries to the Aran Islands or cruises to the Cliffs of Moher and Ballyvaughan is just 30 minutes but car.

We had a 10:00am massage at the Burren Coast Hotel’s Halcyon Spa, a non-descript spa from the outside but a leader in the holistic realm of health, offering everything from massages to facials and everything in between. The relaxation room consists of four leather lounges to sit back while waiting for your therapist to whisk you away to a quiet, candle-filled therapy room. After an hour of a Swedish massage you have the option of relaxing in the steam room, sauna or sit in one of the two heated-tile loungers before heading to a true rain shower… 40 seconds of misty rain before the sky opens up to shower you with dozens of rain droplets falling from above. While only four weeks old, this spa is designed to cater not only to the location population but also travelers alike with their 4-star accommodations adjoined in the Burren Coast Hotel. This property will soon be placed on my moderate spa package for those looking for a luxurious vacation getaway without the cost of a 5-star property.

After our massages we decided to seek out the Burren Perfumery which was quite further into the Burren than originally anticipated. Down side roads and small one-car lanes we found our destination, watched a short 10-minute overview of the region and went right to the gift shop where we bought a few items for friends. All products are natural with no oil-derivatives and never tested on animals, ensuring quality and good karma for all that purchase here – though it’s expensive when the dollar is down against the euro. There is a small café offering soup, sandwiches, tea/coffee and sweets for a quick bite to eat.

On our way out we stopped at Poulnabrone, the megalithic burial tomb a few kilometers away. Excavated in 1986, 33 people were recovered dating back to 3,800 B.C., a magnificent tomb to witness.

Further down the road was Caherconnell, a round stone fort where they just excavated a burial tomb a few weeks prior (September 6, 2008) and found remains. Admission is just 5 euro for the fort however the gift shop and cafeteria are free to enter.
Back toward Lisdoonvarna we decided to skip the Matchmaking Festival after hearing about the drunken melee from the previous night. Instead we stopped at the Burren Smokehouse and were a bit disappointed at the presentation but thrilled to find caramel waffle cookies, great Irish cheeses and some crackers for what we planned to be a nice quiet evening at the hotel.

Rather than the quiet evening I suggested we head to O’Connor’s Pub near the pier to have a pint and enjoy some music but just as we arrived a bus was letting out dozens of people, locals from Lisdoonvarna and Limerick! Tourists tend to be more mellow and subdued but locals are more bold and brazen, drinking quite a bit more and being a bit louder than most. We sat at the bar drinking for about two hours, enjoy the locals and the dueling groups of musicians in two different rooms competing for attention. One more traditional and the other more progressive, with a rendition of The Rose capturing the audience after many people “Shhhhh”-ing to get the room quiet. It was fun, but not as much fun as if it were later in the night and a few more pints were finished – it was only 5pm and the buzz wasn’t strong enough to deal with the drunken melee that was going on.

Back to Tir Gan Ean for dinner, which never disappoints and off to bed – at 8:18 it was a good 12 hour day from beginning to end. Jet-lag should be gone by tomorrow when we head off to see Raymond and Florence in Bantry, County Cork.

Trip #14 to Ireland - Staying in Doolin

Flying to Ireland is a mere 5.5 hours from Philadelphia when the tail-winds are good – short flights are great but when it’s overnight, you really feel the effects of jet-lag. No sooner do you get settled into your seat, watch a movie and then drift off to sleep … and you’re being waken with coffee, tea and a transfat-laden donut. My adrenaline kicks in and I’m ready to hit the ground running from that point on. In fact, our luggage was waiting for us as we went through Customs, a mere minutes in line and one or two quick questions, grab the luggage and on we were.

Dan Dooley had a larger car for us than expected, a Ford Mondeo which is the size of a Volkswagon Passat back at home – much larger than my MINI Cooper that I’m accustomed to driving. I adjust to the left too quickly and we were exiting the airport within minutes.

I brought the GPS just to see how it works and make recommendations for clients. It has its good and bad points so it’s still going to be individual decision on whether or not to rent one but on future trips, I’ll leave mine at home and stick with the car rental map. It helped us navigate out of Shannon Airport without a problem but it did not tell us to take our usual exit for Doolin by way of Ennistimon. Instead we went another 4 miles before exiting the highway and backtracking through Ennis from the north – slightly out of the way but staying on the N85 would have made more sense. At that point I turned off the GPS and navigated by towns again. I suppose it’s a good feature for clients who have no clue that they’re a bit out of their way.

Within the hour we were in the centre of Doolin, checking in to Tir Gan Ean, our favorite hotel within walking distance to everything in the village including O’Connor’s pub near the docks and McGann’s in the village. With gorgeous weather (sunny and not a cloud in the sky!) we decided to head toward the dock but only made it just past O’Connor’s Pub and decided to call it quits, grabbing a small bite to eat and sit outside in the sun before heading back to Tir Gan Ean.

We napped from noon until 5pm to try and get rid of the jet-lag but not sure if it hurt or helped. I typically stay up the entire first day to help with the jet-lag so this is new for me. We went to McDermott’s for dinner, pub grub being the most economical meal when dining out. Afterward we sat outside just as the sun was setting, chatting with two married Canadian women who were staying in Lisdoonvarna during the Matchmaking Festival, a location they advised against due to the non-stop partying from 11:00am to the wee hours of the morning.

Back to the hotel we had a cup of tea, Banoffie Pie and went right to bed afterward.

Heading to Ireland September 16, 2008!

My annual trip to Ireland is just one day away and for once I'm not running around ragged trying to handle client requests -- one of the good things about a bad economy I suppose.

I will be lugging all of my computer equipment including laptop, digital camera, digital video camera, iPod (for the car!) and all of the cables, wires and accessories that go with all of this. I'm hoping to get a wireless internet connection here and there so I can blog while I'm away but that may not happen.

This trip will include two nights in Doolin, still one of my favorite towns because it's so small and has just a few pubs, each with traditional music happening each night of the week. Self-proclaimed "music capital of Ireland", this town is relaxed and quaint with lots to see and do in the area. We plan on hitting the Burren Perfumery, Lisdoonvarna Smokehouse, the local dolmen (can't think of the name!) and checking out the new Halcyon Spa in Ballyvaughan.

From there we'll head south to Bantry and visit with our friends for 4 nights, relaxing, touring locally and just hanging out like a local.

Check back often to see if we have updates!

Is Tripology Really A Viable Business Model?

With travel slowing down I decided to look for new efforts to market my business and being internet-only is a bit difficult. I’ve tried online advertising, newspapers, magazines and more … all with very little results. This brought me to Tripology.com, the website touted as matching travelers with agents specialized in their area of travel. A match made in Heaven!

I load up my account with $50, not knowing how much it would cost me to purchase each lead and surprisingly Tripology doubled my credit to $100 – always good to get something for free, right?

The leads started coming in via email and I would look them over quickly, quickly skipping those that didn’t fit my area of expertise… after all, this site is to be specialists who know where you want to travel and include special planning. Dozens of requests went by and finally Ireland popped up here and there.

These requests were studied in detail before accepting and although the cost was only $5 each, I would be competing against other travel agents for one person’s business – this had to count. A total of four requests were accepted for Ireland and I started noticing a pattern… each person wanted the absolute cheapest vacation available and they their budget was pretty unreasonable. As I started looking into each one as they came over I realized that those requesting prices are delusional when it comes to pricing… $600 for airfare to Europe during the summer? Seriously now.

The minimum information is listed including airfare, hotels, trains, cars, approximate dates and length of stay. It’s quite generic so interaction with the actual requester is essential.

I accepted my requests within minutes, paying my $5.00 for each and utilizing the online email application to introduce myself and obtain more information on the vacation due to the lack of detail collected by Tripology. My emails went out within minutes and I waited… and waited… and waited. I emailed again and finally one person responded, indicating they had already purchased a vacation within two days of entering their request. Did the purchase from a Tripology agent? I don’t know but I doubt it from the minimal response that I received back. Goodbye $5.00 – that wasn’t a qualified lead and there was no potential for selling a vacation there.

I still didn’t hear from the others so I decided to call them to ensure they did receive my email. One guy did answer and we went over the specifics of his vacation, at my insistence … again, I paid for the lead and I expect to be able to price it out. The second was an answering machine so I left a message and followed up with email. The follow-up email indicated that they didn’t really have specifics on their vacation just yet but that they would contact me if they need me. Yes, I paid $5.00 for someone to say they never really wanted my services but perhaps they’ll be in touch. I couldn’t let that go so I emailed back to advise that we are charged for each lead and that we simply want to help them and the response back was that Tripology simply puts them in contact with three agents who specialize in their destination of choice.

What have I gotten myself into? Who are these people requesting trips through Tripology and what qualifies them as leads?

Looking at Tripology’s home page you’ll see a very simplistic approach for those looking to travel… enter a bit of information and instantly Tripology will connect you with three qualified travel agents. Simple enough… but what about the agents on the other end?

We receive those requests without identifying information, the basic travel details, and approximate budget and if we want to accept the lead we must pay $5.00 each, regardless if the person is serious about purchasing a trip or just seeing how the system works. I have to admit, I’ve done the later in some situations and honestly believe many of those requests coming through are people playing to see if they can get a vacation for a ridiculously low price. $500 - $1000 for 3-5 nights in Puerto Rico including airfare and 4-star hotel… total, not per person. I’m serious, this was a request just a few minutes ago which makes me think someone is just seeing if they’ll get a response for that.

Another type of request I surmise is the person who already has their plans with an agent but they want to try one last avenue to see if they can get it cheaper. They enter their Tripology request with notes detailing their plans and hope that someone will swoop in and take the wind out of their travel agent’s sail – and it will happen. Unfortunately you have three agents each paying $5.00 for the lead and two, possible three, out of the three will lose their money again.

Needless to say I think the concept is a good idea but without full disclosure to both the traveler and the agent, the business model isn’t fair and I hope other agents band together and refuse to use their services.

Handling Travel Problems On The Road

Regardless of how much you plan and prepare, problems can happen when traveling -- everything from airline delays to car rentals not being available. Trust me, I've had enough of them happen on my trips and dealt with many clients over the years that I'm practically an expert on this subject right now.

Years ago, travel agencies were partners with airlines and we had the ability to handle many situations right from our computers and with the help of the airlines. Airlines stopped paying agencies a commission but still charged for their computer systems, the relationship went sour and airlines are taking on the responsibility once shared with agents.

Now we're just the intermediary, using our knowledge and resources to get you what you want at a good rate and advising on how to handle problems, facilitating when possible. Here are a few hints and stories on handling travel problems when away.

First and Foremost
The first thing you should do is take a step back and ask yourself, "What can I do about this?" If you can't do anything yourself then there is no reason to get stressed or upset over the situation. Staying calm and rational will help resolve the issue rather than ranting and raving at everyone in your line of sight. The desk agent did not cause your problem (hopefully) but they're willing to help if you give them a chance.

Please keep in mind that while your travel agent booked your vacation for you, they may not always have the pull that you think to resolve your issue. Since you are physically there, you will have more sway than an agent on the telephone... but do keep all receipts and information so the agent can help resolve your issue on the back end.

Airline Issues
If you check your airlines "Contract of Carriage" before purchasing a ticket, you'll likely find that they're not responsible for getting to your destination, let alone on time. It's just a fact these days and airline problems occur more often then I can ever remember.

Years ago I was flying from Philadelphia to Chicago and then to Ireland, arriving at Philadelphia International three hours prior to departure and ready for my flight to Chicago. Upon checking in at the desk the agent informed me that our flight had just taken off! I was informed of a flight change so I went online and printed my confirmation, not knowing that they don't update our online confirmations -- we had to use another website for that information. Yes, even travel agents have these problems too. Remaining calm I asked what our alternatives were and after being told we would be staying over in Chicago she found another connecting flight that would barely get us to Chicago in time for our connection... so we could be staying in Chicago or we could make it to Ireland, though our luggage may not. We hopped the flight and, to our surprise, the Aer Lingus flight was delayed in Chicago so we had plenty of time to sit and wait.

Just recently we were in New Orleans and due to our taxi being late for our early-morning pick-up, we missed the flight as the gate had just closed. We checked-in and since we were very calm and pleasant, relying on her kindness to get us home, she put us on the next flight to Houston on stand-by and standy-by for the Philadelphia flight as well. We didn't complain that we weren't sitting together or that there was no guarantee we'd get home the same day. All turned out well and we made it home only slightly later than expected.

Unfortunately some clients have not had similar experiences, losing a part of their vacation altogether. I was once contacted by a client in the mid-west to tell me their flight was delayed into Chicago and they would miss their connection to Ireland... could I get them to Chicago? When the airlines are delayed due to weather or traffic, there is nothing I can do. In fact, these days I can't do much when it concerns the airlines other than help you after the vacation is over which is what I did here. The clients had purchased travel insurance and I helped them file a claim for the missed day of travel.

Car Rentals
I haven't had any bad experiences with car rentals myself but clients have called me with problems and all I can do is steer them in the right direction because I'm not there.

This summer I had three such calls, one regarding the car rental size, one due to a car accident and one regarding everything from car insurance to an illness.

In the first instance I received an early-morning call from a group of women who were complaining about their car rental, insisting they rented a van instead of a station wagon. My first thought is that I made a mistake and I need to rectify the problem but after I research my emails and reservations forms, the client ordered an automatic station wagon and decided against the high price of the van despite my many recommendations. When I called back to relay this information, the clients were already on the road with their station wagon and had somehow talked them into an upgrade at no additional charge. Looking back, the clients had a voucher which clearly states the car rental size and transmission and if there were a question when they received the documents I could have handled the situation -- but since they were there, they received an upgrade for free!

Next I was called by a man who had just had a car accident and was instructed to return the car to the nearest agency, a return to the airport as it turns out. He did not want to drive back to the airport and wanted to confirm that this was, in fact, required. The rules are set by the rental agency and I called Ireland to confirm what he was told so he returned the car -- these same instructions are given to each rental client when they check-in for their car. He called back to ask why he was required to purchase the CDW insurance again and did not accept the answer given by the desk agent. I returned his call again to re-iterate the answer to him. In the end I provided no further information but I suppose hearing it from me was reassuring and I have decided to add this information to our Hints and Tips brochure sent with all documents.

My final call was from a client who had purchased insurance but was told she didn't when she checked-in for the car rental. Again, I went through my emails and found out that our quote system dropped the CDW somewhere along the way and so I told her I would refund her the CDW along the way. What she then told me was that she purchased ALL insurance options available, to the tune of $600 rather than the $200 I had provided her. She wanted me to call and have them reduce the insurance for her ... but this was an agreement she signed, not me. She had to return to the rental agency and sign a new contract to remove the Super CDW however she would pay for those few days she had used. We kept in touch via email throughout her trip which was nice but the last day before coming home I received a call, she was sick and could not make her flight the next day. I advised her to call the airline there in Dublin and advise of the situation, notify the front desk for an extra night and save all receipts. I could have called the airline but they'd be less than sympathetic and would require a change-ticket fee... the hotel would charge the going rate rather than keeping the pre-paid rate, again due to sympathy. They followed instructions and got on the next flight without an extra charge!

Hotels
Many clients have made requests that simply that, a request and not a guarantee and we do everything we can to make a note on the reservation to ensure the request is viewed and that they get what they want. It doesn't always work.

Years ago we went to Las Vegas with pre-paid accommodations, staying at the Paris Hotel right on the strip. Unfortunately we arrived at 11pm and when we checked in we found that our room was a smoking room and wreaked of stale cigarette smoke. Since we had pre-paid vouchers (which saved us money), we were unable to get them refunded and the hotel was full, no rooms available to move us to. Fortunately we had friends with us so we bunked in their room until someone checked out... and at that point we were comfortable and just stayed with our friends.

Clients aren't always so understanding, thinking we can control the hotels and demand that they change the room. I've had phonecalls from clients telling me they didn't like the B&B they were staying in while traveling Ireland -- a B&B that they chose! Requests for adjoining rooms that did not materialize have turned into phone calls and unhappy clients. I actually received an email telling me that the mattresses were soft and caused an aching back and that one hotel didn't have WiFi, both serious problems (simply telling the front desk and asking for another room might have gotten a firmer mattress.)

When there is an issue with a hotel the best remedy is to pleasantly head to the front desk and ask if a change is possible. Calling home to a travel agent will not help getting what you want.

Ireland Rates for Fall 2008 Falling - Time to Plan!

With fewer Americans able to afford travel this year, due to our economy, Ireland's
tourism has dealt a blow and I'm hearing the effects -- from last-minute availability to hotels trying to renegotiate my group rates. The time is ripe for travel to Ireland again...

The U.S. Has Sneezed!

My friends have often told me, "When the U.S. sneezes, Europe catches a cold" but I have always been a humble American, not realizing just how important our economy is to the rest of the World. Sure, we hear about our imports exceeding our exports and how pretty much all of the World is unhappy with our current President, as opposed to Americans in general... but through it all, despite our lows -- our country is quite influential on the World economies.

The U.S. has more than a cold, perhaps the flu, and the rest of the world is slowly
catching on. I've talked to friends both on the phone and via email to tell me that the unemployment rate has risen for the fifth straight month and that tourist are far and few between to visit another friend's art gallery. It's distressing to hear this, knowing that the hardest part has yet to come and we're not even sure if we've seen the worst here at home.

Cancelling one of my October tours due to lack of interst, I was met with more than one hotel that wanted to give me lower rates! This is new to me as rates have always gone UP in the past. Unfortunately I didn't have enough registered on this particular trip to ensure it would break even that I had to cancel anyway.

Fall Is Perfect Travel Time

Seeing the indicators that prices are falling in Ireland, the fall will be a prime time to travel as the shoulder and off season begin to take hold.

Should I Give My Irish Bed & Breakfast Host a Gift?

This question has been brought up many times on the Frommers Message Forums and I typically take a back seat because my opinion is quite the opposite of many on the board... they agree to take a gift and I oppose it.

Well, I finaly opened my fingers and typed away explaining why I don't agree with taking a trinket or something representing your home town and was surprised that I had a few folks back me up here.

Before you berate me for being rude or inconsiderate, let me explain...

Ireland Bed & Breakfast Are Run As A Business

The Irish Bed and Breakfast is a business and they're run as just that, sometimes the
only source of income for a family. You'll be told what time you can check-in, what is on the breakfast menu as well as times and a time when you'll need to vacate your room so the owner can clean it, wash sheets and get ready for their next guests.

Disrupt this routine and you'll be politely reminded of the rules so as to not delay the turnaround time. You will be told that payment in cash is preferred to credit card (which cuts into profits). You will be charged a supplement for a private bath with certain voucher systems. Sounds like a business doesn't it?

Would you give a gift to the Hyatt reception when check-out and pay your bill? How about your Doctor after he orders a battery of mind-numbing tests? Do you receive gifts by your clients after providing a service? Of course not...

Times To Give A Gift

Ok, so I told you not to give a gift to bed and breakfast owners when traveling through Ireland and now I'm going to tell you that there are tinmes when you might want to give a gift.

I might consider taking a gift and giving it to the owner when I've stayed with them a few times prior and the owner remembers you, conversations begin with you both catching up with what has happened over the past year.

One year I gave a Christmas tree ornament from Philadelphia to a B&B owner in Galway
because I had stayed with her the prior three years and we were always welcomed with tea and biscuits as well as conversations of family, life and travel. She noticed our wedding rings and made such a fuss, congratulating us and asking about the details ... we had become friends and I would give a friend a gift.

I would also take a gift if I were staying in one B&B for a few days or longer. My
experience has shown that you really learn a lot about the owner and their family as you become more familiar to them and requests may become more unsual. Conversations about your daily adventures and inquiring about local sites and attractions usually unveil hidden treasures for which I want to thank the owner for sharing.

Gifts That Don't Clutter

If you are going to give a gift then I would suggest a gift that shows appreciation while not leaving an imprint. In other words, find out something that your host likes, perhaps a particular type of chocolate or candy, a bottle of wine or treat from home. These items will be appreciated but they won't clutter the B&B itself.

Here's my reasoning that your item be edible -- B&Bs have an average of 3 rooms and are open 7 days a week during the 3-month high season. If each person brought a gift of a knicknack or trinket, that would be 252 "things" the owner would feel obligated to display, not to mention the other 9 months of the year! Not only would these items clutter the B&B but what are the chances that all 252 be the same taste of the owner?

Your stuff is going in the garbage quite soon after the first house-cleaning so your
gift, while well-intentioned, is not going to be appreciated for too long.

A Gift That Lasts - TripAdvisor.com Review

I have to give credit to BetsyA from the Frommers
Message Forums who suggested a good review on TripAdvisor.com - a brilliant gift that shows
gratitudes, lasts a long time, helps the host's business and more!

I absolutely love this idea, can you tell?

Leave a note on a nice little card for the owner to thank them for their hospitality and let them know you will be giving them a positive review on TripAdvisor.com. If you have any concerns that you will mention online, I would be kind and let them know as well so t is not a surprise and they can rectify the situation.

This "gift" will allow web surfers (and my clients) to find the B&B and positive reviews will ensure future business for the owner. A true gift to me would be referrals and more business.

An online recommendation also ensure the owner keeps up their level of service and
accommodations -- a slip here or there will result in a post that is not so favorable, leading to declining bookings. It ensures future travelers will have the same experience that you did.

And -- you won't clutter the B&B with your "gift" nor will it be thrown out as you leave their driveway.

Should I Purchase Travel Protection Insurance? Is It Worth It?

There was a time when I thought that Travel Protection Insurance was just another attempt for travel agencies and tour operators to make more money. Years ago airlines had a better record of being on time and there were less disruptions in travel, making travel fairly routine with minor hiccups.

This past year has given me a new outlook on Travel Protection Insurance and I'm now pushing clients to purchase it in an effort to protect their vacation, an investment in their sanity and wellbeing. I am so adamant about Travel Protection Insurance that each client must sign a special section on our Credit Card Authorization indicating that they have been explained the costs and whether they have accepted or declined to add this to their trip.

So What Does Travel Insurance Cover? Can I Pick My Coverage?

Each policy is different and you truly have to read the policy to understand the extent of coverage and how the policy can be invoked. Some policies will cover items like luggage delays or loss to flight delays while others only protect you if you are sick or there is a death in the family. It's very important to read the policy prior to purchasing the insurance -- ask for it and I'll quickly email you a copy.

You can purchase Travel Protection Insurance to cover just about any travel hiccup out there and some policies now allow you to cancel for any reason which I'll discuss later.

When you purchase insurance for a particular product, such as airfare and hotels, the insurance will cover you for only those items purchased through a travel agent or tour operator. If you purchase a tour and accept the insurance but you've decided to purchase your airfare yourself ... the insurance will not cover your airfare purcahsed separately.

Most basic Travel Protection Policies will cover your vacation package should there be a documented medical emergency with you, a traveling companion or someone in your immediate family as well as death among any of those people. The key here is that a medical doctor must document the emergency and you must prove the relationship if the member is not traveling... it will be quite difficult to forge a relationship or emergency and the insurance company will investigate before paying out a claim.

If you need to use your Travel Protection Insurance you simply file a claim with the insurance company with the required documentation -- and don't show up for your trip. You would think that you should inform me so I can notify the airlines, hotels and car rental agencies but you've already paid for those services and cannot cancel them -- the insurance will simply reimburse you for the package.

I once had a group of travelers from Chicago where the father was sick and they were trying to get everyone to Ireland on a chauffeur tour. The trip was planned and paid for and shortly after the family informed me that the father was denied travel by his doctor. Since the trip is pre-planned and non-refundable (as most are), the family could cancel because he was unable to go or they could go without him and his portion would be reimbursed by the insurance company. The latter was the course of action. They went on their trip and when they returned they filed an insurance claim for reimbursement.

What About Pre-Existing Conditions?

Insurance policies are completely different so each policy should be read carefully.

Most insurance policies cover pre-existing conditions if you purchase the insurance at the time of booking. After all, who would purchase an expensive vacation when they knew they couldn't take it, right?

If you purchase insurance after booking your vacation, then pre-existing conditions will not allow you to invoke the policy when needed. Suppose you purchased a trip and then found out you couldn't go due to medical reasons ... and then purchased a trip to get your money back? The odds aren't so good for the insurance company, are they? Trust me, they will require documents to establish date of diagnosis to determine if you file a claim.

Some policies purchased online (see below) will give you a grace period of a few days to purchase all of your travel pieces and then cover them under one umbrella policy -- so the pre-existing condition will be considered if the policy is purchased within that window.

For example, Policy A may require that you purchase insurance within 7-days of purchasing your travel. If you purchase your airfare on Monday... and then you purchase hotels over the next few days and a car rental on Saturday. If you purchase your Travel Protection Insurance on the following Monday then it will cover pre-existing conditions. If you purchase it on the following Tuesday (Day #8) then pre-existing conditions will not be covered.

Tour Operator vs. Purchase My Own Travel Protection Policy

When you purchase a tour or complete package, the tour operator typically offers an insurance policy to cover all items purchased in that one reservation. These policies are actually quite convenient and their coverage is fairly good ... but you're not required to purchase the insurance.

You may go online or use your favorite company to purchase insurance. You'll need a copy of your confirmation and costs to select the appropriate amount of coverage.

Can I Compare Travel Protection Policies?

One of my clients sent me this site:
Insure My Trip Travel Protection Comparison

It allows you to select the amount of coverage as well as the type and then it aggregates the policies so you can view each one online, ensuring you choose the right coverage for your trip.

The Travel Lite policy appears to be quite popular and I actually had a client who had to file a minor claim, with my help. Their flight was routed from Shannon to Dublin due to weather and they were bused 4 hours back to Shannon. They arrived the same day but the delay getting back to Shannon for their car rental afforded them a $200+ refund per person, a percentage of their total per person cost!

"Cancel For Any Reason" Insurance Policies

The newest policy to enter the arena in Travel Protection Insurance is the "cancel for any reason" which allows you to do just that... with restrictions.

You can cancel your trip anytime until a few days prior to your vacation and you don't need a reason! You won't receive a refund when you cancel your vacation but rather a credit (voucher) for the value of your package which must be redeemed within a certain amount of time.

This is where things become a bit murky -- one particular policy required the traveler to redeem their vacation, and travel, by the date when the package was originally booked. Ok, so if a client books a trip in April for travel in October ... and they cancel the trip in September, they must rebook their trip and travel before April of the following year.

After the "Cancel for any reason" period passes (typically 72-hours prior to departure), then the second portion of the insurance policy kicks in and you must have a medical emergency or death in the family. At that point you will receive a refund for your trip, minus the insurance premium of course.

Just Consider It Required

When traveling these days I consider Travel Protection Insurance a required part of my package because my vacation is an investment to me. Where American Airlines grounded many of their flights due to maintenance issues -- travel insurance would have protected those passengers. When bad weather, delays and cancellations wreak travel on vacation plans, insurance will help recover money. Although it cannot alleviate the headaches of travel, it can protect the price you paid for it, your investment in your own sanity.

USAirways Puts Passengers' Safety At Risk To Lower Costs

Enchanting Ireland & Beyond

We've all read about airlines trying to safe money, charging for everything from checked luggage to USAirways $2 soda/water charge.

Lately they have decided to remove all entertainment systems from their domestic flights to reduce weight and save money. I find that interesting especially when some of their domestic flights are used for International -- I know this because my flight from Philadelphia to Ireland was late coming from another city last year. Either they are selectively removing them or international flights will also be lacking entertainment... rev up those video iPods folks!

Today the news is filled with stories about USAirways indirectly reprimanding their pilots for requesting "an extra 10 to 15 minutes worth of fuel," according to the AP News. The FAA requires that all planes carry enough fuel to not only reach their destination but an alternative airport -- and an additional 45 minutes worth of fuel. Pilots have the last say in this and may request additional fuel as they see fit.

I recall hearing on the news that airlines have requested immediate landings at major airports (NY) due to low fuel after reducing their loaded fuel to increase savings so it's not just USAirways, they just happen to be called on the carpet by their pilots who do not feel safe flying planes while suits mandate they reduce their fuel.

I have to side with the pilots here, after all they are the ones on the plane and taking the risk should their fuel run out. They don't care about the bottom-line and profits for management and share holders but rather the safety of the passengers as well as their own.

What is your safety worth... 10- to 15-minutes of extra fuel? Or corporate profits where you are paying for everything from luggage to water?

Will Airlines Return to Customer Service to Retain Your Business?

Throughout the years I’ve heard many horror stories from clients regarding airline service, delays and missing baggage and have often taken the stance that one bad experience does not mean the airline is horrible and should be avoided. I have to admit I have had clients where I’ve made mistakes and if they took that stance I would be hurting as most of my business is word-of-mouth and repeat clients. Thankfully I’m still here because I believe in excellent customer service and rectify my mistakes to the best of my ability.

We Will Avoid USAirways at All Costs

This year alone I have decided to stop flying USAirways, my hub carrier here in Philadelphia. Over the years hiccups have occurred and I’ve tried to stay true to my philosophy here and give them another chance… and another… and another. I’ve had luggage lost and returned days later. I’ve had flights delayed on the tarmac for hours. I’ve had miles deducted for upgrades and then been refused a seat in business class. A flight was canceled due to “bad weather” while every other airline was flying that night. And I’ve had reservations made for the wrong date.

We all know that luggage is lost each day and thankfully mine was lost on the way home from Ireland rather than the flight over. My concern here is that USAirways could not track my luggage nor could they let me know when it would be delivered. Apparently a cab driver dropped it off during the day, leaving it on my doorstep in plain view for an entire day – in Philadelphia!

I can’t even remember where we were flying but I do remember pulling away from the gate and taxiing and then stopping. No bad weather, just traffic and congestion either in Philadelphia or a destination. Who knows but we were not advised of the situation until 30 minutes sitting there and it took another 90 minutes before our flight actually took off. I’ve missed connections in Ireland to Scotland due to their flight delays and just last October they delayed us two hours because our plane was late coming in – and no compensation for the delay and annoyance with everyone inquiring about our delay.

I’ve upgraded flights and when checking in through the First/Business Class line I was asked to change lines because they did not have my upgrade, but certainly deducted my miles. Rather than have a manager come and help resolve the situation I had to argue with the manager elsewhere, show her my upgrade on the flight over, my confirmation and even then she refused my seat. It took 30 minutes before she acknowledged there were seats available and we finally talked our way into the seats – our seats.

Just a few weeks ago my partner was in Tennessee and USAirways cancelled his flight home due to bad weather and they had no more flights for the day. He was told that Southwest was still flying and he could try to get on that flight and they would refund his ticket price… but Southwest was more expensive by $70! He did all of the work to get himself home and USAirways had no interest in helping him despite his continued patronage.

The final straw was our trip to New Orleans on May 23rd whereby I made the reservation directly with USAirways since we were using flight coupons from one of our delays. My mistake was not calling the Silver Preferred Reservation number and therefore I was transferred to an agent in the Phillipines, their call center location. We spent about 45 minutes making a simple reservation where I gave flight dates and flight numbers and at the very end the agent repeated everything back, I wrote it down and was told the record locator was the same as my flight certificate number – perfect. Two days prior I called to confirm – only to find the reservation was made for April 23rd! I would now have to purchase a new ticket at 3x’s the cost and lose the previous ticket! This is when I booked a ticket with Delta on the way down and Delta on the way back – and our decision to avoid USAirways at all costs.

The common denominator here has been poor customer service, USAirways agents either blaming me for the problem or unwilling to help find a solution yet we continue to fly this airline and keep them aloft. After speaking with many flight attendants and staff members I have found that the employees are extremely discontent with their management, management who make millions in bonuses while the employees make concessions in their pay and increase their hours. Their discontent has filtered down to us, the traveling public, and is evident from the service you receive on the plane to the way agents help resolve problems caused by their airline.

It doesn’t have to be this way though – other airlines haven’t fallen this far with regard to their customer service.

Customer Service Done Right

Our Delta flights from Philadelphia to Atlanta and Atlanta to New Orleans opened my eyes to service and how we should be treated by airlines that we pay hundreds of dollars each time we plan a vacation. Flying direct is no longer a concern these days and the connection typically reduces the cost – why, I have no idea but it does.

The plane to Atlanta was new with each seat having electronic monitors, games, etc. in the headrest and comfortable seats but it was so early and once I hear the hum of the engines, I’m out cold – and stayed that way the entire flight. When we arrived I knew we had a 2 hour connection but prepared myself for folks jumping up, grabbing their luggage and pushing past everyone else to get off the plane … but I was completely wrong! Everyone waited until the seatbelt sign went off and they casually stood up, pulled their luggage from the overheads in a relaxed, calm manner and were extremely courteous on exit, allowing the row in front of them to completely vacate before continuing. People were too tired from such an early flight … wait until they wake up.

The second flight did not have the electronic entertainment system but it was comfortable inside and the service was average but the attendants were very pleasant. Again, the passengers waited until we heard the bell to indicate we could stand and the deplaning was just as orderly as the first flight! Something wasn’t right and we both noticed it, appreciating it more anyone could know.

Delta was now one of our best experiences after having flown USAirways for 10+ years (well, aside from Lufthansa once).

Coming home was on Delta via Houston and we hit our first hiccup upon check-in … our taxi was late picking us up at the hotel and the gate to our flight was closed by the time we got there. The agent could not have been friendlier, checking flights and getting us listed as stand-by for the next available flight for both segments – what else could we do. The point is she was friendly and accommodating despite this being our fault – and putting us on the next flight at no additional cost in a time when airlines are charging for anything and everything. We made both of our flights home as stand-by passengers and we noticed that the deplaning process was just as orderly as Delta.

Doing a little research and looking back on these flights I speculate that the employees of Continental and Delta are content, if not happy, with the employer and the company. I believe they have a profit-sharing plan whereby the employees reap the rewards of happy fliers and increased sales which is important in the overall health of a company and more importantly an airline. Their attitude affects every aspect of flying from the experience at check-in and ticketing to the gate agent and flight attendants.

Was this the reason everyone on the plane was relaxed and orderly when we pulled up to the plane and ready to exit? I’m thinking it is – passengers are greeted at check-in as though their business is appreciated and if there is a problem, such as my delayed taxi, they take care of the problem and help reassure me rather than telling me to try another airline myself. When we were stand-by the agent was constantly hounded by others wanting to know if they were on the flight and she remained calm and pleasant, even joking with us as she handed us our tickets and we sighed with relief. The flight attendants were very pleasant and friendly throughout despite it being a full plane on a holiday weekend.

Yes, I truly believe that the employees working the flights are responsible for the success of these two airlines and I’ll be giving them my business in the future regardless of the price or number of connections.

Returning to Customer Service

I think there will be a shift back to customer service to attract passengers either by trying another airline based on lowest fare or hitting your frustration level where you say, “Never again.”

As airlines are adding more fees and changing their business model, some are opting to ensure customer service is integrated as each new fee is added to a ticket. Those that focus on the customer service aspect will retain and gain passengers while the USAirways, who add fees and have discontent employees, will continue to lose valuable (and preferred) customers to other airlines.

What is the value of a travel agent these days?

EnchantingIreland.com: What is the value of a travel agent these days?

Yes, I was actually asked this by a potential client on the phone the other day and while it got my back up against the wall, I was able to articulate my actual value to my clients and eventually closed the deal. Rather than listing my value I simply gave examples of it, true-life stories of clients whom I helped over the years.

Our Services Are Free

Either the public is truly ignorant in thinking that travel agents charge them above an beyond the cost of travel or we, as an industry have failed to educate consumers that our services are paid for by the supplier (car rental, hotel, tour operator, etc.) I suspect it’s the later of the two because it has always been taboo to discuss these types of things with clients and now it’s come back to bite us right in the rump.

I didn’t realize this until a few clients asked me upfront, “What are you charges for planning this?” I would explain the commission process and even advise the client that that rate is the same if you book directly with my partner as if you do myself, they just keep my commission as their own profit. All tour operators work this way to ensure it’s a level playing field for all agents – we all offer the same prices and discounting is usually against our contracts.

Rack Rates vs Bulk Rates

Years ago I decided to check on a potential client and see if they were ready to book after weeks of emails flying to settle their itinerary. “We decided to book directly with the hotels and car rental to save money as we’re on a budget. Thanks for your help!” I was curious on what properties they settled on and they furnished an itinerary for my review. I quickly worked up a price based on the same exact hotels and emailed her back the quote – a savings of $83 per person, not to mention the car rental which offers discounted insurance! She quickly cancelled her reservations and booked her package with me and the commission I made helped pay for all of the time and effort I put into planning the vacation for them.

(These days I no longer help with itineraries until after the package is purchased due to many clients knowing I do no charge and trying to use my services for free.)

Our pre-negotiated “bulk rates” beat almost every “rack rate” (direct rate) out there and some of the savings is considerable. As recently as last week I had a client looking at a hotel in Lahinch for €85 per person, double occupancy which is about $272 for one night, two people. My hotel consolidator was able to get me the same rate for $238 which was a nice savings for the client.

Planning Knowledge

You cannot beat the value of a knowledgeable agent and if you combine that with the fact that their services are FREE, you have hit the Mother Load!

Talking with clients or corresponding via email I can get a basic idea of what they want to accomplish on their trip to Ireland, their travel style as well as their level of accommodations and turn around a well organized outline of a trip. Each night can be planned or suggested with intimate knowledge of pubs and restaurants in towns I familiar with. This type of service not only makes your trip easier but it allows you to concentrate on other details, like what to see and do.

One of my favorite stories here is planning a trip for a couple that coincided with my own trip – we would both be in Dublin at the same time, me arriving on their last night of vacation. We made loose plans to meet up at a pub and I would buy them a pint and see how their trip went – and run for cover if there were any problems. I left them a note with a map to the Auld Dubliner and gave them a time we’d be there. This time it was so crowded downstairs that we went upstairs and into a quiet corner so we could all talk and my client couldn’t find us. My sister-in-law was outside smoking and they went up to talk to her and all of a sudden my name popped out of their mouth and Mary whisked them inside, up the stairs and into our corner for drinks. From there we caught up on what they saw and how they enjoyed their trip… no running away from me, nothing but smiles because it went off without a hitch. The personal “thank you” meant the world as I usually don’t get to see my clients in person.Post-Trip Help

This is the most agonizing part for me but shows the value of a good travel agent 10-times over.

When a client has had a “hiccup” in their trip whether it’s the wrong car at check-in or a delayed flight, a good agent is your liaison to recover money from a travel insurance policy or a tour operator if warranted.

One recent incident comes to mind whereby a client had the wrong date for the car rental drop-off and asked if they could keep the car one additional day. She contacted me and upon noticing the error was on our end, we immediately told her we would pick up the one day car rental and the agency contacted us for payment details. Unfortunately she also had a problem with kidney stones while in Dublin and could not get on her flight the next day. Her husband called and I gave him detailed instructions on what to do: contact the airline, get a doctor’s note/receipt, contact the hotel for an additional night. Unfortunately when you are actually traveling these things must be handled by you directly since you are there but we’re always a resource … and that doctor’s note? It saved them a $100 change-ticket fee for the airline and they can turn in the receipts for all expenses to their insurance.

Given a Bad Name

Unfortunately I’ve found that many people fear travel agents these days which is attributed to both horror stories from bad agents as well as the marketing of online sites which promise to save you millions.

When it comes right down to it, use your gut instinct when dealing with an agent and don’t look back. The online sites may be great for just airfare but when you want to create a whole vacation, the experience of a good travel agent will be worth much more than the $30 you saved online.