Why more people are choosing a local travel agent again

With endless holiday options at our fingertips, booking a trip online can sometimes feel more complicated than it should. So why are more people turning back to their local travel agent?

We caught up with Nicola at Dawson & Sanderson in Trinity Square to find out why personal service, experience and local knowledge still matter.

Why do people still choose to book in a branch?

Because you have someone to talk to. There’s so much information online that it can be overwhelming knowing where to start.

At Dawson & Sanderson travel agents in Gateshead, the team has decades of experience between them, with knowledge of destinations, hotels, resorts, restaurants and excursions. They take the time to find out what you actually want from your holiday and tailor their recommendations around you.

Dawson & Sanderson has been in business for more than 60 years and remains a local family business. Nicola says that personal relationship is a big part of what keeps customers coming back.

“Most people who walk through the door, we know well. They’re comfortable with us and they trust us.”

That trust became particularly important during the pandemic, when some holidaymakers found themselves unable to get answers or recover money from bookings. Nicola says Dawson & Sanderson supported its customers through the process, including pursuing refunds and claims on their behalf.

What can a travel agent do that a website can’t? 

Take the load off you.

Online research can give you thousands of options, but it can’t necessarily tell you what a destination is really like.

The Dawson & Sanderson team can draw on their own first-hand experience and knowledge of destinations and operators. And if something goes wrong while you’re away, you don’t have to spend your holiday trying to sort it out yourself.

The team is also available outside branch opening hours through Dawson & Sanderson’s 24/7 support service.

“It’s us doing all the hard work, not you,” says Nicola.

Dawson & Sanderson can also price match like-for-like holidays, so customers don’t necessarily have to pay more for that personal service.

What type of holiday benefits from expert advice?

Any type, according to Nicola.

Whether you’re booking a luxury cruise, a family package holiday, a tour, a flight or even a £99 coach trip to Blackpool, the team can help.

Because Dawson & Sanderson is independent and isn’t tied to one particular tour operator, its staff can look across the market to find the holiday that’s right for the individual customer.

“We’re not trained to sell you a particular package. We sell the holiday that’s right for the customer.”

Can booking through a travel agent actually save you money?

It can.

The team is working in the travel industry every day, so they know where the deals are, which operators have the best discounts and where seasonal offers or free child places are available.

And because they can compare options across the market, they can help customers find the right holiday at the right price.

What’s the biggest misconception about using a travel agent?

That it’s more expensive. According to Nicola, that’s one of the biggest myths.

“People think they’ll pay more, but that’s not necessarily the case. We know the industry, we know the deals and we know what’s available.”

Ultimately, it comes down to having someone who knows you, knows travel and is there if things don’t go according to plan. That’s exactly what people are beginning to value again.