As online booking becomes more and more mainstream, it can be easy to sidestep the services of a travel agent. However, consumers who do so may be missing out on perks and discounts they simply do not have access to online.

A report from the Business Research Company states that the online travel agent market size has grown steadily and will increase from generating $899.5 billion in 2024 to an expected $938.15 billion this year. Continued growth is expected to reach $1.19 trillion by 2029.

Driving this growth is consumer access to online bookings, along with flexible payment options and government-focused initiatives to build a strong tourist base in other countries.

Consumer Frustration

While more and more consumers are booking online, there is also some growing frustration. According to a report from Travel Perk, the biggest consumer frustrations revolve around flight irregularities (36%), a general dislike for the process of booking their own travel (43%), and concern about how their data is held and used (45%). Even 74% of travel agents surveyed said they believed that buying and selling travel plans could be simplified for consumers.

According to a report from TravelPort, 44% of airlines, hotels, and travel companies are guilty of using misleading pricing when advertising to consumers. Unexpected or hidden fees that come up further in the booking process leave customers frustrated enough to cancel their whole trip.

Chantelle Kincy, Travel Advisor at Flannels or FlipFlops says, “Clients come to me for different reasons when booking trips. Some are unsure where to go or how to start and are overwhelmed with the planning process. I lead them through a series of questions that help determine the best itinerary for their budget and interests, I take care of all the small and large details, and they get to go on a low-stress, perfectly personalized vacation.”

“Other clients know precisely what they want but don’t want to invest their time doing it themselves. When I plan their trip, I am the one who is on hold with suppliers for hours, taking care of changes and questions; I am the one scrambling when weather or other difficulties make an itinerary change necessary. The client can continue enjoying their vacation while I handle all the background noise.”

Benefits of Using a Travel Agent

Travel agents are not only finding great travel deals but are also uniquely positioned to sidestep those unexpected charges. Agents collect all the information and fees and give their clients a transparent breakdown of what they are actually paying for.

Bella Bucchiotti at xoxoBella says, “When I traveled to a remote location with few direct routes, using a travel agent made all the difference. They found the best connections, handled tricky logistics, and even had backup plans in case of delays that could have cost me several travel days. Sometimes, having an expert in your corner is worth more than hours of online searching.”

A good travel agent will connect their clients with trusted outlets and operators and help them find the right options for the trip they want to experience. They can help clients save money, avoid scams, get exclusive upgrades, offer travel tips, and find discounts and other perks that clients cannot find on their own. The more complex a trip or vacation is, the more likely a travel agent will provide a lot of value to the planning process.

According to Amparo Global Travel, a travel agent isn’t just for saving time, stress, and money. They are also there when things go wrong. They help clients quickly rebook canceled flights, provide help in emergency situations, and offer invaluable help in navigating sticky situations in countries where clients may not speak the language or understand certain customs.

Many consumers assume that using a travel agent automatically means they’ll be paying more for their trip, but that isn’t necessarily the case. While agents do charge for their services, the discounts they find will most often mean consumers pay the same, or even less than if they were to book the trip themselves.

Know What You’re Getting Into

Leah Ingram, Real Sophisticated Consumer, says, “During my last few international trips, I used a travel agent because I had a complicated itinerary and I wanted someone back home who could handle any snafus. For my garden tour to England, the travel agent worked great. However, for another trip using a different travel agent, I’d neglected to read the fine print about how the travel agent might handle canceled flights and rebookings within 48 hours of departure. And you guessed it: my flights were canceled. I assumed they would rebook for me and when they didn’t, I ended up having to do it all myself. So make sure you know upfront exactly what the travel agent will and will not do for you.”

BankRate also suggests speaking with an agent to ask about their fee structure to determine if working with them will be of financial benefit to the client. Every agent will be different, particularly from company to company.

Agents For The Win

While there are certainly cases where an agent isn’t necessary, for the majority of planned trips, a travel agent is someone a consumer will want to have on their side. Even for solo travelers who may be a bit more nervous about making sure they end up in a safe location.

An agent is great not only for saving time, money, and frustration but is especially useful in the case of things going wrong. For these reasons, consumers should seriously consider using a travel agent for any trips in 2025.