Confessions Of... A Travel Agent

August 5, 2005
'I know agents who rarely ever travel at all'

Valerie Schneider has worked in the travel industry since 1995 as a travel agent, marketing manager, and corporate travel consultant.

Opening up

The best agents ask a lot of questions. You, in turn, need to answer honestly concerning your personality and interests. If you're not into museums, say so. If you live for adventure, speak up! We're not mind readers, and there's nothing worse than a client who expects us to coordinate the perfect getaway without any input as to what, in his thinking, constitutes perfection.

Airline tickets

Most airlines don't pay commissions, so agents have little incentive to issue tickets unless it's part of a package or tour. Besides--let's be honest--if you're flying a simple round trip, you'll do just as well booking online. But if you're going off the beaten path or are booking a complicated itinerary, it's smart to use an agent. You'll usually pay a service fee (anywhere from $15 to $40), but that's money well spent. Remember, we have access to international consolidator airfares that aren't available online.

Agents' self-interest

Agencies sometimes pay staffers incentives of $5 or $10 for each booking made with preferred companies (ones that give the biggest commissions). Cash rewards work as a motivator--but do they serve the customer well? Not if the client winds up booking a more expensive, less convenient, and less enjoyable trip. So, if an agent recommends a cruise or tour, ask why it's right for you. If the response is just "Because this is a good company," take your business elsewhere. On the other hand, agencies receiving above-average commission percentages from certain suppliers are sometimes willing to give special discounts to customers. An agency receiving a 20 percent payout from a cruise line--12 or 13 percent is more typical--might hand a portion of that right back to you. Many cruise lines have cracked down on rebates--as these backdoor discounts are called--but agencies can always find some way to reward your business, including onboard credits, free transfers, free champagne, and cabin upgrades.

Miss Know-It-All

I don't know everything. No agent does. Even an agent who specializes in a destination can't be an expert on every resort, hotel, restaurant, pub, tour guide, and beach. We try to stay abreast of travel trends around the world, and many of my colleagues study for certifications such as Destination Specialist, but these are no substitutes for firsthand knowledge. Feel free to ask your agent if he or she's ever visited your desired destination, and how recently. As inconceivable as it seems, I know agents who rarely ever travel at all.

Plan Your Next Getaway
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A Kilt in Scotland

Traditions and Tartans A traditional Scottish kilt is made with eight yards of material--always 100 percent wool. It should sit high on the waist (a couple inches higher than a pants belt), with the bottom edge at the center of the knee. It'll cost $400 to $700. Eight-yard kilts weigh a heavy six pounds and swing rhythmically when marching or dancing. Four-yard, or casual, kilts use half the material and cost less, but they can look and feel flimsy. Even so, casual and traditional kilts are generally acceptable at both formal and informal events. The kilt's color and design are known as the tartan. It can represent a family name, sports team, university, or regional group known as a clan. You can search through more than 3,000 patterns at tartans.scotland.net. It's customary for people of Scottish ancestry to wear a related tartan; some families have several to choose from. Another option is to wear one of the many universal tartans, such as Brown Watch or the Great Scot. For that matter, it's OK for anyone to wear just about any tartan. No one will be offended if you're not a member of the clan. Whatever kilt you choose, be sure that the pattern of the tartan matches up perfectly across the pleats (always worn in the back). Accessories Kilts don't have pockets, so the sporran--a small bag that hangs at the waist in front of the groin--is used for keys, money, and often a flask. Leather sporrans are most common; prices start at $75. Any sporran goes with any tartan. Next up in importance are hose, which come up to three fingers below the kneecap; ribbons around the top of the hose known as garter flashes; and decorative daggers called sgian dubh (skee-in dooh). Traditional shirts, jackets, and shoes--expected only at formal events--can be rented, so think before buying. At black-tie galas, the choices are a tuxedo shirt, worn with a bow tie, jacket, and vest, or a fluffy shirt with a cravat (à la Austin Powers) that's also worn with a jacket. Ghillie brogues, the tongueless shoes that go with the outfit, have laces that wrap around the ankle and tie in front. At casual events, put on wool socks, hiking boots, and a rugby shirt, T-shirt, or sweater. To dress up a little, try a Jacobite shirt with baggy sleeves and tight cuffs. Kilt Makers For around $450, you can buy top-notch kilts from seamstresses who run stores, such as Rhoda Fraser (in Dingwall, near Inverness), or make kilts in their homes, like Pat Duffy (south of Edinburgh, in Peebles). Stores in Edinburgh sell packages: $875 and up buys a kilt, jacket, vest, sgian dubh, sporran, hose, and flashes.   Rhoda Fraser 5 Tulloch St., Dingwall, 011-44/134-986-4188   Pat Duffy Hayfield Pl., Cross Road, Peebles, 011-44/172-172-1506

Cruises

European River Cruises

What's the experience like? Because the boats rarely carry more than 200 people--10 times fewer passengers than the average ocean liner--river cruises are decidedly more intimate. They're also less frenzied; the main activities are relaxing on deck and low-impact sightseeing. "It's neat to sit and watch people fishing, kids playing, and other boats going by," says Shirley Linde, author of The World's Most Intimate Cruises. Some of the newer riverboats do have gyms or pools, but most are without the bells and whistles of ocean cruisers. Entertainment, such as it is, comes in the form of a piano bar, cultural lectures, or the crew doing cute song-and-dance routines from their homelands. You'll be fed well, but not constantly (no 24-hour buffets). Typically there's a single restaurant serving a buffet breakfast and lunch, and a multicourse dinner with a choice of entrées. Dress is almost always casual. Can a river cruise sub for a traditional tour? Whereas big-ship cruises in Europe often stop far from the actual destination--the port of Civitavecchia, for example, is an hour from Rome--the major plus of a riverboat is that it pulls right into the middle of preserved medieval towns such as Bamberg, Germany. The downside is that these aren't big-ticket destinations. If you have your mind set on seeing the Parthenon or Big Ben, then no, a river cruise doesn't work. River cruises explore smaller towns and villages, and give a terrific feel for the Old World. Like traditional guided tours, river cruises sometimes offer special-interest itineraries that focus on wine, gardens, or classical music. But on a boat you don't have to switch hotels every few days. "It's a great way to experience different cultures," says Eike Grabowski, a travel agent from Shallotte, N.C. "I'm not crazy about getting up at 6 a.m. and putting my luggage outside the door." Where are cruises offered? Popular options are the Danube, often combined with the Main and featuring visits to castles and gothic cathedrals in Hungary, Austria, and Germany; the Elbe, which meanders through Germany and the Czech Republic and stops at Dresden, completely rebuilt from the notorious bombing in World War II; France's Rhône and Saône, taking clients through the scenic regions of Provence and Burgundy; the Seine, for Paris as well as Claude Monet's hometown of Giverny; the Po in northern Italy, frequently themed around opera; and Russia's Volga River, connecting Moscow and St. Petersburg. A more unusual choice is Portugal's Douro River, where vineyards and wild, undeveloped landscapes are the backdrop. What about barges? Barges are smaller (6 to 50 passengers), slower (max of around 5 mph vs. 12 mph on a river cruise), and are usually seen on narrow waterways, notably in France. Private groups often rent an entire barge, and because the vessels are so easy to navigate, self-drives are possible. Brokers such as The Barge Connection book self-drives starting at around $2,000 a week for a six-berth barge, as well as crewed voyages that, depending on cabin sizes, amenities, menu, and staff, cost $1,600 to $5,000 per person per week. Who's onboard? For journeys lasting 10 days or longer, the average passenger is educated, well-traveled, and over 60. Weeklong cruises attract more folks in their 40s and 50s, as well as occasional young couples. Families with children are uncommon, and some lines don't even allow anyone under 12 onboard. Will everyone speak English? Crews on all ships will speak some English, and the staff on lines such as Viking River Cruises, Uniworld, and Avalon Waterways, all of which cater to the North American market, will be fluent. Operators based on the Continent, such as CroisiEurope, attract mostly European passengers, so you may not be able to communicate with everyone. What are cabins like? Standard cabins on ships built in the 1980s can be as small as 90 square feet, while the average room on many new boats is 200 square feet. Nearly all lines offer only outside cabins, so you can expect a window and a view. The cheapest rooms are just above water level, where the scenery isn't as good. Riverboats are narrow, so they rarely have room to provide balconies. It's standard for cabins to come with a hair dryer, air-conditioning, and TV. When should I go? The peak seasons are late spring and early fall, when temperatures are neither too hot nor too cold. You'll find the cheapest prices during the iffy periods of early spring and late autumn, and some lines have discounts during the hottest weeks of July and August. (The savings might be negated because that's when airfare costs the most.) Many passengers plan their cruises according to the agricultural cycle. "If you're interested in wine, you may want to go when the grapes are being harvested in the fall," says author Linde. "And if you want to see tulips in Holland, go in April." How much? It depends on the cruise line and the season. Avalon, a middle-of-the-pack line, has a seven-night "Tulip Time" cruise through Holland and Belgium starting at $1,600 per person. Viking, which offers a similar level of luxury, lists promotions on its website, sometimes bringing rates down to less than $1,000 for a week. Grand Circle Travel, a general tour operator that markets to Americans 50 and older, offers nine different river cruises in Europe, sometimes for as little as $1,000 with airfare from New York. The international clientele of Sea Cloud Cruises are used to paying over $3,000 a week for outstanding food, sophisticated atmosphere, and huge cabins with marble floors in the bathrooms. What costs extra? The cruise price covers three meals per day, and oftentimes afternoon tea, wine at dinner, and guided excursions. Tips are not included. There'll be an envelope in your cabin for gratuities; the standard is for each passenger to leave around $10 per day--preferably in the local currency.   The Barge Connection 888/550-8580, bargeconnection.com   Viking River Cruises 877/668-4546, vikingrivercruises.com   Uniworld 800/360-9550, uniworld.com   Avalon Waterways 877/797-8791, avalonwaterways.com   CroisiEurope 888/863-1212, croisieurope.com   Grand Circle Travel 800/248-3737, gct.com   Sea Cloud Cruises 888/732-2568, seacloud.com   Peter Deilmann Cruises 800/348-8287, deilmann-cruises.com

Theme Parks

More From the Disney Dweebs

David Koenig Date of birth: October 4, 1962 Residence: Aliso Viejo, Calif. Profession: Author of books on Disney history, including Mouse Tales: A Behind-the-Ears Look at Disneyland; staff writer at MousePlanet.com; senior editor at business journal The Merchant Magazine Earliest Disney memory: Listening to the LP of Babes in Toyland His first time: "Sometime in the late 1960s. I don't know if it was the music or the fantastic rides or all the smiling people, but I remember that Disneyland somehow felt different--safer, happier." Favorite ride: "Jungle Cruise, the only ride that's different every time you're on it, and the only place in Disneyland that wiseguy cast members are allowed to be themselves." Number of visits: About 150 to Disneyland, 75 to Walt Disney World Why the fascination? "Disney has the finest in family entertainment, and Disneyland is the only place in the world that my children can join me in reliving the best moments of my childhood. But I'm not your typical obsessive fan. I love Disney theme parks and write about them for a living, but I don't stalk characters or anything." Most exciting Disney moment: "Taking my son Zachary, then 1, for his first ride on the Autopia, and sharing his wide-eyed delight at driving his own car." Favorite piece of Disney memorabilia: "Photos from my family's trips to Disneyland and Walt Disney World that I keep in a scrapbook. I don't stockpile souvenirs." Jim Hill Date of birth: March 12, 1959 Residence: New Boston, N.H. Profession: Founder, owner, and editor-in-chief of JimHillMedia.com, covering everything Disney: new annual pass policies, rumors about upcoming films, tributes to artists behind the scenes, and so forth Earliest Disney memory: "Being sprawled out on the floor at my parents' house on some Sunday night, watching The Wonderful World of Color--on our black-and-white TV--as Walt introduced that week's episode." His first time: "July 1970. My family was on a cross-country trip, with seven of us crammed in a Dodge van. The day we finally visited Disneyland it was brutally hot, but I remember we still had a wonderful time. I didn't get to ride or see every single thing that day, and that might have been the start of my obsession--that I need to see it all." Favorite ride: "Probably Star Tours in Tomorrowland. I especially like the clever storytelling in its queue area." Number of visits: More than 50 to Disneyland, more than 100 to Walt Disney World (Hill lived in Orlando during the mid-1990s) Why the fascination? "I enjoy the way you're surrounded by detail, and all the care and planning that's gone into creating this seemingly carefree atmosphere." Most exciting Disney moment: "In 1985, I was working as a reporter for the U.S. Army, and scored an invite to Disneyland's 30th-anniversary party. I totally took advantage of the backstage access I had as a member of the press, and wandered across the rooftops of Main Street, U.S.A., looking down at the crowds." Favorite piece of Disney memorabilia: "The souvenir map of Disneyland that I purchased with my allowance money back in 1970." Take it from the Dweebs Disneyland   Looking for cheap souvenirs? For 50¢, penny press machines create mementos emblazoned with one of 51 different events in park history. Get the most popular one--marking opening day in 1955--in the Penny Arcade.   Boost your score on the new Buzz Lightyear ride by shooting the moving targets with the laser gun. Triangle targets are worth the most, then diamonds, squares, and circles.   If it's not past your bedtime, the second performance of Fantasmic--a live show with music, special effects, and characters from Disney films--is far less crowded than the earlier one. (Showtimes vary depending on season.) The best time to grab a seat is as people are exiting the first showing.   Though unadvertised, Disneyland offers a few unexpected extras. There's a baby care center off Main Street with changing tables, rocking chairs, and nursing stations. And, if it's your birthday, swing by City Hall, where you can get a call from Goofy and an It's My Birthday! sticker. Waiters at park restaurants may even sing to you or give you a dessert when they see the sticker.   On busy days, Splash Mountain quickly runs out of its allotted number of Fastpasses. Snag a Fastpass in the morning, even though you won't want to get soaked on the ride until the sun comes out. Like using Fastpass anywhere else, you won't be allowed on earlier than your assigned time, but you can board late. Walt Disney World   Keep an eye out for the spooky new addition to the Haunted Mansion's graveyard: a headstone with a figurehead that winks and blinks.   The best viewing place for the nightly extravaganza Wishes is at the hub in between Cinderella Castle and the Partners statue. The fireworks explode directly overhead and the images projected on the castle are right in front of you.   After a rehab, It's a Small World is better than ever, with a brand-new sound system and state-of-the-art lighting. Now if they'd only change that theme song!

Two "Disney Dweebs" Spill Their Juiciest Secrets

You'd be hard-pressed to find grown men who love Disney more than Jim Hill and David Koenig. The two "Disney Dweebs"--Hill said it, not us--have devoted much of their lives to chronicling the parks. They're the kind of obsessives who get excited when news breaks that another mechanical cobra has been added to the Jungle Cruise. Disney, however, doesn't feel quite the same way about them. In March, Disneyland staffers stopped Hill from leading an unauthorized tour of the park--and worse, charging for it. Afterward Hill admitted he was flat-out wrong for making a buck on private property, noting that "security was unfailingly polite and professional." A month later, Disneyland guest relations trailed Koenig down Main Street, U.S.A., as he led his own unofficial tour, gently interrogating him in front of the faux City Hall. Because security couldn't prove that any money had changed hands, Koenig was allowed to continue. (A park spokesperson clarified that Koenig should've been stopped because his "free" tour was only for people who had purchased his book: "Only qualified Disneyland Resort cast members are authorized to provide tours.") Anyone hoping that Disney was trying to cover up tales of scandal and sleaze will be disappointed: The renegade guides' spiels are mostly G-rated fun. We found that the Dweebs' tours add one more interesting layer to the experience of visiting the parks--a totally unofficial, undeniably dorky glimpse behind the magic that is Disney. --The Editors As is our policy, we tried to confirm every fact in this story. Disney doesn't comment on rumors and certain historic and financial details, so we verified info through third-party sources whenever possible. David Koenig's tour of Disneyland Start on Main Street, U.S.A., where the "eternal lamp" still burns in the window of Walt Disney's private apartment over the fire station. The entrance is via a back door at the top of a green wooden staircase, though as in Walt's day, the single-room sanctuary is off-limits to visitors. The brass fire pole in the station used to serve as a second exit to the apartment, but the hole was closed off years ago after a boy shimmied up and surprised Walt. Anyone can get inside the more luxurious apartment Walt had built above the Pirates of the Caribbean. The Mousetro died before the apartment was completed, and it's now an art gallery--and a great place to escape the crowds. You'll find a shaded courtyard and a spacious balcony overlooking the Rivers of America. Below the balcony, next to the Blue Bayou restaurant, there's an inconspicuous green door with a plaque reading "33." Inside, a select group of VIPs regularly wine and dine at the Club 33. In the 1960s the club replaced a private room at the rear of the Red Wagon Inn (since remodeled as the Plaza Inn) as the top-secret spot for Disney executives to entertain big shots. Known as the Hideout or the Hideaway, the room had a fully stocked bar, even though the park has always prohibited alcohol. Toward the end of Main Street, on the right, look for a porch in front of a china shop. When Disneyland opened in 1955, this is where a cash-starved Walt allowed Hollywood-Maxwell to sell corsets and lingerie. Walt took the rent money, but didn't want impressionable young eyes staring at women's undies in the window, so he discouraged business by situating the shop back from the street and installing a giant porch out front. The ploy worked: The so-called "Wizard of Bras" packed its bags in 1956. Likewise, most of the original Tomorrowland is gone; it was once filled with cheesy corporate exhibits--Monsanto's chemistry hall, Kaiser's aluminum museum, the Crane Bathroom of Tomorrow. The latter had a bidet display; to shield it from kids, Walt had the bottom part of the glass in front of it frosted. Except for the Autopia car ride, everything in the original Tomorrowland has been gutted and replaced several times over. The new Buzz Lightyear Astro Blasters, restored Space Mountain, and Submarine Voyage (soon to return with a Finding Nemo twist) disguise the fact that a $100 million makeover of Tomorrowland, done just seven years ago, was a total bust. Two telling relics remain: an abandoned overhead track and a giant marble ball on a blue mat. The track was built in the 1960s for the PeopleMover tramway. Once the PeopleMover felt more like Yesterdayland than Tomorrowland, Disney tried to save money by using the track for the high-speed Rocket Rods, introduced in 1998. The vehicles were ill-suited for the winding, unbanked rail, and after two years of breakdowns, the Rocket Rods vanished. The giant ball marked the center of a water fountain called Cosmic Waves. Designers figured guests would enjoy dodging the five-foot spurts of water. Wrong! Children preferred to get as wet as possible, splashing around in their underwear, or even naked. As the area devolved into a public bath, it began to smell like one, and Disney turned off the tap. Other recent additions that have already started disappearing are Fastpass machines. The ride reservation kiosks, which allow guests to sign up for a specified entrance time rather than wait in line, seem to have grown too popular. I'm guessing that Disney officials removed Fastpass dispensers at rides such as Winnie the Pooh and Pirates of the Caribbean because they were sick of visitors milling around the machines--and clogging up the walkways--instead of waiting in the standby lines. One activity you never have to wait for is tracking down all eight graveyards inside the park. Here are hints: There's one in Storybook Land, another in the shooting arcade, two on Tom Sawyer Island, and four in and around the Haunted Mansion. One at the Mansion is particularly tough to see--it's a pet cemetery, on the right side of the house, if you're looking at the front. Rumor has it, by the way, that a pet grave near the entrance is real. During construction, an employee reportedly buried the remains of his pet under the doggy tombstone. Stranger yet, three years ago a family is said to have smuggled the ashes of their late son into the Haunted Mansion, his favorite ride, and began distributing his remains. Attendants watching via hidden cameras feared the powder might be anthrax. They quickly evacuated the ride and called in a HazMat crew. Jim Hill's tour of Walt Disney World In the fall of 1963, Walt Disney was up in the corporate plane scoping out central Florida real estate for what was then known as Project Sunshine. He spied a pretty little island among the cypress-filled swamps and imagined taking guests there for treasure hunts. "Treasure Island" was a big reason why Walt bought more than 40 square miles of land outside Orlando. Walt died in 1966, and the 11-acre retreat eventually became known as Discovery Island-- spot for hiking and observing flora and fauna, not treasure hunting. The island, which never drew the biggest crowds, has been off-limits to guests since 1999, around the same time Disney began steering visitors to the newly opened Animal Kingdom. The latest rumor has it that the island will open as an attraction based on the ABC series Lost. Treasure Island isn't the only one of Walt's ideas not to work out as planned. The apartments he wanted inside the spires of Cinderella Castle were never built. And a much bigger project, Epcot, has almost nothing to do with the futuristic city Walt envisioned. You can catch a glimpse of what Walt had in by mind riding the Tomorrowland Transit Authority. Before speeding toward Space Mountain, look on the left at the model of Progress City, used in the 1964 World's Fair--a sleek, Jetsons-style city with a prominent tower in the center. Walt wanted Epcot to be the most technologically advanced town in the world, with its own actual residents, not a park for day visitors. (It's also worth noting that Walt's ideas for urban planning have little in common with Celebration, the early-20th-century-style planned community Disney opened in 1996.) One battle Walt did win, posthumously, was for the location of the Magic Kingdom. Walt believed it should be constructed far from the highway, so that visitors driving in would get a dramatic view of Cinderella Castle rising out of the forest. Building a five-mile access road through a swamp was going to be costly, however, and for a while after Walt's death this and other ideas were scaled back. Walt's brother, Roy, convinced the board of directors to build the Magic Kingdom right where Walt wanted it. While the cost of the Florida park ballooned from $100 million to $400 million, the company tried to save money by canceling plans for new rides in Fantasyland based on Sleeping Beauty, Mary Poppins, and The Legend of Sleepy Hollow, and instead building replicas of rides at Disneyland--Snow White's Scary Adventure, Mr. Toad's Wild Ride, and Peter Pan's Flight. The accountants trying to pinch pennies, however, didn't keep a close enough eye on the designers. Known as Imagineers, the designers built bigger, more elaborate versions of the originals, negating any savings netted by attempting to use carbon copies. The folks in Disneyland, in turn, tore down the original Fantasyland in 1983 for a full redesign. Fantasyland in Orlando has changed over the years as well. The Snow White ride originally had no Snow White--you were supposed to experience the story from her perspective. Not everyone appreciated the concept, and the Imagineers eventually placed a Snow White figure in the opening scene. Fans of Mr. Toad's Wild Ride wrote letters, held "toad-in" protest rallies, and wore green T-shirts saying Ask Me Why Mickey Is Killing Mr. Toad, but that didn't stop the ride from closing in 1998 to make way for The Many Adventures of Winnie the Pooh. There are tributes to Toad inside the new ride: As you're cruising along in a "hunny pot" through Owl's house, look for two paintings. There's one of Toad handing over the deed to Owl, and another of Winnie standing next to Toad's friend Mole. Another mainstay that will soon disappear is the Swiss Family Robinson. The tree house, boat wreck, and other backdrops will become part of a Tarzan area. Robinson family props will be replaced by Jane, Kala, and other characters from Disney's 1999 animated feature. The cross-promoting doesn't stop there: Look for an animatronic Johnny Depp, dressed as film character Captain Jack Sparrow, to be staggering around the final sequence of the Pirates of the Caribbean ride in 2006. (Something tells me Eddie Murphy won't be doing a similar cameo in the Haunted Mansion ride.) Disney plays up its magical image, as if every detail in the park was and always will be perfect. The truth is that rides are always getting tinkered with. Young kids found Stitch's Great Escape confusing and frightening, so Imagineers removed scary moments and added audio of an unseen child saying such things as, "Look, Stitch is headed for the ceiling." Like the rides, Disney staffers aren't always perfect, or particularly well-behaved. During the Watergate hearings, prankster employees in the Hall of Presidents would tie Nixon's hands behind his back--like, well, a crook. And in the midst of the Monica Lewinsky scandal, the statue of Bill Clinton invariably wound up with condoms stuffed in his pockets.