DWHSA Survey – Supplier “Comeback” (Nov. 2018)

DWHSA conducted a major survey asking U.S. and Canadian travel advisers about their opinions of supplier “comeback” programs (advisers book their clients as guests with suppliers, but during or after those stays/trips the suppliers contact those guests with special offers to encourage them to book future stays/trips direct, bypassing the advisers).

(Survey conducted Nov. 8-11 2018 – 5,520 U.S. and Canadian agents who belong to DWHSA, who’ve participated in past DWHSA classes and events, or who’ve had contact with DWHSA in other ways – 95% confidence level, 5% margin of error)

Here are the quick survey results (below, you’ll find the comments left by individual advisers who responded to this survey):

Q. How do you feel about suppliers contacting your clients after their stays/trips to encourage them to book future stays/trips directly with the suppliers?

  • I have no problem with suppliers following up with my clients this way. 7.4%
  • I would strongly prefer that suppliers not contact my clients this way. 90.3%
  • I don’t feel strongly one way or the other. 1.9%
  • (No response to the question – 0.4%)

Q. How do you feel about being credited for future bookings solicited by suppliers from your clients after their stays/trips?

  • I’d prefer to be credited automatically for those bookings as the agent of record for my clients’ current stays/trips. 93.3%
  • I’d have no problem submitting requests or filling out forms to claim credit for those bookings. 5.8%
  • I don’t feel strongly one way or the other. 0.9%

Q. How do you feel about receiving commission for those future bookings?

  • I’d prefer full commission on those bookings, since they involve my clients. 87.8%
  • I’d accept partial commission on those bookings, since the suppliers made the sales. 11.0%
  • I don’t feel strongly one way or the other. 1.2%

Below, we’re posting the individual comments left by advisers on specific survey questions. We’ve left them “as is” without correcting grammar and misspellings (we’ve corrected typos only when leaving the error would make the answer hard to understand). And, to comply with antitrust rules, we’ve changed any company or personal names mentioned in answers to “XXX.”

Individual comments left by travel advisers on Question # 1:

  • If they book them during their stay that’s one thing but sending special offers while bypassing the agent is another.
  • Many of my guests have advised that the suppliers who have the time share aspect of this have been harassed even after they say no the first time. So the push has been stronger this year to convert to non agent. I warn my clients that it will happen while they are there. And these are the some of the higher end properties such as XXX and XXX.
  • If they book on board a cruise and then give me the booking, I don’t have a problem with that
  • With XXX only allowing us to “take over the booking” with the clients permission and now XXX contacting our clients post travel, these are resorts that I sell limitedly
  • It’s like friend stealing! I introduced my client to their product, not the other way around.
  • I strongly feel this is the suppliers way to pilfer the agents’ clients. It distorts the agent/client relationship giving the clients the image they don’t need the agent to book that particular supplier. Especially after they have traveled. The supplier is not contacting the client on behalf of the agent!
    when I find out hoteliers or cruise lines do this, I stop selling their brand, they make it tougher and tougher for us to earn back our clients
  • I feel is like stealing clients and I feel that suppliers are just using us to get more leads to then ask for the business direct. I feel betrayed
  • I am less likely to offer resorts and brands that harass clients on property for timeshares and/or reach out to my clients after travel with offers I cannot match.
  • I never give the contact info of my clients to suppliers. I give them my contact info.
  • The appropriate chain of communication should be through the travel agent that booked the trip.
  • Agents qualify and recommend certain brands. WE are the ones that brought the guests. We should not be cut out of their return.
  • I’ve lost many clients to this with no compensation at all. I’m looking for alternative resorts to use to avoid this.
  • They should leave our clients alone we brought them to their resort as our forever client to book with us only
  • Unless the supplier has a program in place in which the future commissions would come back to me OR the option to bring the reservation back into our office.
  • It’s fine as long as the travel agent is given credit and full commission on that new booking and on FUTURE bookings from the same client.
  • As travel agents, we have put a lot of work into finding these clients and to have them be repeat clients. The suppliers have no right to contact them. If they contact the agent that would be okay. The client does not understand that we do not get credit for it and just looks at the bottom line cost.
  • It’s stealing, plain and simple.
  • Suppliers should recognize that this has a negative impact on their business where agents will reduce support for resorts that continue this practice. In actual fact, in many cases clients are also expressing disgust regarding the amount of time the “presentations” take away from their vacations. It is also unfortunate that these resorts also continue to market directly to the clients after they provide their email addresses on check in with no mention of “call your travel agent”.
  • If they do contact my client and my client books a trip, I want the supplier to automatically give the booking back to me and pay full commission. XXX does this. I don’t want the supplier stealing my client
  • They should acknowledge our partnership with them and pass over any booking.
  • I will try my best NOT to book a client again with a company that does this…
  • I don’t mind the suppliers offering specials while my clients are on board or on property. That is the best time for clients to rebook while they are “in the glow” of a great vacation. I always encourage clients to take advantage of that but let me know when they get back so I can service them afterwards. I don’t like the emails and reaching out to clients after they get home and trying to book around me.
  • I don’t want them soliciting my clients while on their vacation or after their return.
  • Send us the offer and allow the TA to present to the client and make it commissionable.
  • I think that it is taking advantage of us as travel agents to attempt to develop a personal relationship with our clients. I also feel that they are taking advantage of the fact that the client does not realize what is actually happening with their relationship with the agent.,
  • I don’t mind having the supplier follow-up as long as the supplier still credits future sales to the agent of record.
  • I feel it makes us as professionals loose trust in our preferred suppliers. It also doesn’t make us as the professionals look good to our clients when now clients can think they can just book direct instead of using their travel professional’s services. It gives the client more of an opportunity to block out the travel agent.
  • If they are following up to see how their vacation went I don’t mind. But if they book with them I expect them to turn that booking over to us. We got them to their resort at the start, they should honour the commission to us in the future
  • If they contact my clients, they should be CC the agent. The agent is the person that brought them to the Supplier.
  • As long as I am automatically credited for anything they book.
  • I understand that they have beds to fill, so I have no problem, BUT I expect to get credit for the booking.
  • I suppose it depends on whether or not they are planning on giving me credit for the sale or not (and informing me that they offered my client a discounted rate). If they are going to pay me and the process to getting it is simple, I’d have less of an issue with them contacting my clients.
  • As long I am informed and get the credit it’s not a problem but if they do not then it is.
  • My loyalties are not with these resort chains who market directly as well as aggressively push time share to them on site.
  • It shouldn’t happen ever, they need to respect the role we play in filling their resorts!
  • I don’t mind as long as the travel agent receives credit for the booking.
  • Please understand that originally, these clients reached out to a travel advisor for a reason. Please be our partner so that we can all continue to match the right guests to your product. Trying to poach clients from behind dour backs will do you no good in the long run.
    …as long as I get commission/credit for sending the client to them in the first place!
  • If they want to contact my client to ask if they had a pleasant time, that’s one thing. If they make any bookings based on any contact with one of my client’s, that booking should go to me. If the cruise lines can do this, why can’t the land suppliers.
  • It also depends upon the supplier and if I can work with them. Some are completely untrustworthy and I won’t sell them at all but others I will continue to sell as long as I feel there is a partnership (which includes working well with BDMs)
  • I understand their theory is TAs might not follow up with them and they lose a booking – but most of us stay in contact with our clients and when they offer cheaper deals – we can’t compete and if we can’t compete why would we book them to begin with knowing we are chancing loosing the client, so in my eyes I see them loosing that client anyhow because I will book with someone else who I don’t have to worry about.
  • I understand that soliciting clients while at the resort is unavoidable and it is my job to give my clients a heads up that this will occur and what to do if they choose to take the bait. I definitely don’t think that a supplier should reach out to my clients and offer them deals AFTER travel and certainly not to book direct. That’s like me stealing a client from another agent after that agent paid for the lead and sold the client on the product.
  • I prefer that they don’t contact my clients. However, I completely understand their reason for doing so. I would prefer that, instead of urging the client to book directly, they recommended that the client contact their travel agent to book their return stay. Too often, we hear about clients being told that it is better to book direct instead of working with their travel professional.
  • The resorts that we support and sell are trying to make us sound bad to the clients we send them.
  • As long as we are listed as the agent of record and the client has to go back through the agent to get the credit or promotion that is offered.
  • But I understand the need to promote to encourage repeat-customers, all FUTURE bookings as a result of this promotion should be considered commissionable to the original booking travel agent.
  • It would be much more of a team approach if the vendor would tell the agent of any specials / promotions that might be offered to our client. Then the agent can follow up and demonstrate to the client the power of our agent partnership with the resort/travel vendor. The agent can share the opportunity with the client – the resort/vendor will still get the business – the agent will be tied to the new sale as well. This helps the agent to continue to cultivate the relationship.
  • I am fine with them talking with them while ON property but not contacting them after and NEVER to book direct and cut out the agent.
  • As long as the booking comes back to me I am ok with this. I can prepare my client ahead of time for the pitch. I would much rather this than timeshare sales.
    when contacted by a supplier then our clients may feel as if we, the TA, are overcharging or not offering the amenities
  • I don’t have a problem as long as I am mentioned. That the client will still be able to retain me as their agent
  • I don’t mind them contacting clients to ask about their stay to see how the service and resort was for them, so they can better their resort and catch mishaps right away. But not to offer them a discount and not inform our clients that their agent will not get the booking unless you an email and lengthy process happens right away when you get home to have that happen. I think the original agent should automatically get the booking at full commission as it was our client to begin with.
  • The Cruise lines do a good job when it comes to crediting ,if the guests rebook during their cruise and that is great . The resorts, hotels and other land based hoteliers, I have always felt are trying to squeeze us out anyway they can. Like XXX
  • The suppliers do not ever share a commission. I work hard to get my clients and I am not sharing them. Many hotels offer a discount if the clients book another vacation while on their first vacation. This is to under cut travel agents.
  • We already have to deal with the competition of other agents, so it is unfair to deal with the competition of suppliers as well. I feel suppliers should respect that WE as TRAINED agents (not mlm agents) should be appreciate for sending OUR clients to their brands. We are supporting them, I feel they should support us. I would love the idea of them sending these offers on our agency’s behalf to promote them coming back to BOTH of us. Adding “call your travel agent” does not WORK for supporting us! so this is not an acceptable form of support.
  • I wish they wouldn’t, but in the end, they’re in this business to make money. There are some agents that don’t follow up well with their clients and our suppliers know that. It’s hard to fault them for seeing an opportunity and capitalizing on it.
  • I understand the clients are mutually shared between agent and resort. I would prefer that it is recommended the clients contact the agent or that the credit will go to the agent if booked on site, especially because I am the reason they are at that resort.
  • I put my contact information in the phone and email spots so it comes to me.
  • If they must contact the client, it should only be to get their review of their stay and nothing else. Unless, they advise them to contact agent if they would like a return stay.
  • Hotels were once our partner’s and this poaching practice needs to stop! We are the ones who recommended and educated the client on the property-not to be stolen away from us! They wouldn’t even be there for them to solicit / make future revenue on if WE did not send them there!
  • Seems like they are trying to go around me. Not real respectful of the fact that I brought the client to them in the first place.
  • If it were not for us the client in most cases may have never gone with that supplier. The supplier should not be contacting our clients.
  • My clients need to hear about offers directly from me, not the supplier.
  • NO! Can’t trust them to not throw agents under the bus.
  • So strongly that if I hear of it happening, I will likely not book with that vendor again.
  • Only If they give the proper credit and commission, the trouble is the supplier may make great offers and clients book with a great deal but when there is a problem the client comes to the Travel Agent for help not the Supplier
  • I believe it is a backstabbing move by the suppliers that participate in this kind of practice. Agents suggest and introduce clients to a brand. It is because of us that the client is a customer of the brand. To cut us out of the process and not let us participate in future bookings is not showing that you are “travel agent friendly”.
  • I follow up with my clients and if the resort or cruise does also that is bothering the client. I do not want them contacting my client it is my job.
  • I have the personal relationship with my clients, not the supplier.
  • Some suppliers offer agents methods to insure they get credit for these type of bookings. I work with those suppliers first.
    their offers should be amended to say book with your travel professional.
  • It is stealing!!! They are poaching our customers that we send to them and keeping them in their timeshare or marketing “membership” prices to them. It’s completely unethical!
  • I need to clarify that – I have no problem IF the future stays are credited toward the agent (such as the higher end cruise lines do).
  • Stop poaching and trying to adopt my clients.
  • I really don’t want suppliers contacting the clients. Some clients feel like they’re having sales forced on them, and agents tend to lose sales.
  • I have had wholesalers do this in the past & say they can give them a better deal or offer them something exclusively & do not give us credit for sending them there in the first place!
  • If we are guaranteed the booking, then fine, but to direct market to a client an agent has brought to them is a dirty trick.
  • If the supplier were to say “contact your travel agent” as well it would help. Frustrating as often I find that clients booked from an email deal.
    it’s the reason we try to use our email or phone instead of the clients. We then can see “how” these are conducted. Sometimes it’s OK
  • If it is done on property and for a future stay only and the property credits us with the booking and pays commission. I have a much bigger problem with resorts and their Time Share goons stealing clients that we brought to them.
    “If they are going to include me, no problem.
  • I don’t want them stealing my clients”
  • I wasn’t sure how to answer this – if the resort gives me credit and commission for the new stay, then I don’t mind them contacting the client. But if I’m cut out, obviously I don’t like it!
  • They were lucky to even have this client from ME!
  • I have no problem with suppliers following their stay AS LONG AS I receive the credit (like how cruise lines do the next cruise programs)
  • Contacting them is okay. Not paying me commission and/or not allowing me to service them is NOT okay.
  • I am perfectly capable of contacting my clients about their future trips. I do not need a supplier doing it.
  • If it is after the stay, I am against it. If it is during the stay, as long as the booking can be transferred to the travel agent on record of the original booking, I am ok with in.
  • How about giving US a special promotion to pass on – win win for all of us!
  • It is unfair and seems unethical for a supplier to eliminate me, the agent, when contacting my client, which I brought to them in the 1st place.
  • No no no
  • I would no longer work with you if you contact my client directly
  • There is not need for them to contact them directly. They can send me a email if they would like and I will contact them
  • If they are contacting them to say this is a great deal and the only way to get it is through your TA then fine. We should be CC’d in to that conversation via email.
  • I don’t mind them reaching out because they have to market themselves but they should encourage them to use a travel agent in their promos.
  • I equate this with stealing
  • I understand the psychology of why they do it and they should be able to market their products just as we are. I think there is a right and wrong way to do it though.
    XXX learned years ago that contacting clients directly was a very bad idea. It is shocking to discover the practice continues with other suppliers – most of whom I would not trust to provide commissions to advisers without a huge fight.
  • I think that suppliers need to respect the chain of distribution in the travel industry.
  • I am only okay with this If we, as the agent, will automatically receive the commission for the future booking.
  • Cruise lines have been sending mailers directly to clients but usually have a line “”book with your travel agent.””
  • I do object to them contacting my client by phone or email.”
  • I worked with the client and I suggested your resort and they enjoyed it. I would like them to come back to me to book the resort again, or perhaps something else. If the resort reaches out and leaves me out of the second booking, it makes me not want to send clients to that resort again. I am losing business over this.
  • I have no problems with the supplier contacting my clients as long as the supplier credits the commission from any booking to me as the travel agent on record
  • I feel the suppliers should respect the fact that we “influenced” our clients to go to their property/resort… So we should be contacted NOT our Clients!
  • Unfortunately in addition to “rebating” and their ability to spend a lot on advertising we lose any leverage that we may have
  • As a professional, I follow up with my clients after their trips. I don’t like the solicitation by the resorts of my clients that I helped bring to their resorts. I am supporting their business by making recommendations to my clients only to have them directly solicited out from under me.
  • I would feel better if they contacted them and told them to contact their own travel professional.
  • I would prefer suppliers contact ME directly with any offers for my clients.I can then pass them along,
  • I bring my client to them. If they do a good job, they will request to go back. I do not solicit to the suppliers clients so why do they feel they can take my clients.
  • In good faith we recommend a property, the least they can do is return the ‘faith’. Everyone wants happy customers, resorts and agents. One property may be the right fit for one trip and not the next.
  • This I consider stealing! Why would I send my clients somewhere only to have them steal my clients.
  • How will this benefit me?
  • Building personal relationships with my clients helps grow my business. I don’t share much client information with suppliers so they are not marketed to by someone who is not me.
  • Since we suggest the resort and advise our clients in why this would be a good fit for them I feel it’s highly unethical to not reference or refer the booking back to the source agent
  • It’s simply not fair we do all the work to support them by sending our clients to them for them to have them book direct.
  • They should consider my agency as their primary client.
  • These guests would not be at the resort had I not booked them there in the first place. IF you want to encourage future bookings, offer me (as their travel agent) a special promotion/discount that they can only get by booking THROUGH ME and I will happily get them to book another stay.
  • I choose not to use suppliers that do that!
  • I recommend and advise my client on which resort is a good choice for them. My expertise has brought these guests to their product. This is by sales knowledge of the client and product. It was due to MYSELF that brought them to property. Therefore, the product to directly target and “steal” my client is when we are no longer “partners” in business. Partners assist, help and work together so both prosper and grow.
  • XXX has gone as far as to tell my clients that I used some of their previous stay credits to make what I offered on the current booking look better and that they can only get this price by booking on property through them, It makes the client have doubts about me and I am the one that sent them to XXX in the 1st place. Another XXX I am earning a whopping 3%! because what they offer the client I cannot get. I had to call my rep and she is the one that gave me the 3% saying it was
  • There’s nothing in this question about whether or not said supplier is automatically crediting me with these future stay bookings. Unless they are doing so every time (e.g., just as ShoreTrips credits any future bookings to us automatically as the agent of record), then I’m 100% against any supplier ever reaching out to my clients.
  • I understand it’s a tough competitive world out there, but my agency invested it’s money and time to find this client, not your hotel. It is ok that you want to market and bring them back, but you must be respectful of tracking the source and encourage them always to book thru their travel agent or by calling xxx. All offers should also be available by going thru their agent.
  • This is pilfering our clients and does not put our clients best interests at heart. They are only looking at one component (hotel) where we are looking at the entire vacation planning experience.
  • These are our clients and they would not have them in the first place had we not supposedly had a relationship with the resort but this door must swing both ways and either they pay us our commission or we boycott them altogether.
  • I think this is very unprofessional. We work hard to make our clients happy. Most of the time, I am the one to recommend their hotel to the client. They didn’t pay their money to acquire my client. I think it is stealing & it makes me not want to do business with them. They certainly don’t offer to pay the commission if you don’t let them know what heir doing. They need to make that offer to us for us to reach out & get that customer to go back there. I HAVE ONE WORD FOR THIS STEALING.
  • My clients get my marketing emails so if the hotel wants to boost themselves by sending out their own marketing materials, i have no issue. I would like them to include, contact us or your travel agent.
  • I have no problem with on travel programs such as XXX’s program on board to get them to rebook while on the ship as I get full credit and they email me notifying me that my clients rebooked so I can service the booking in the manner my clients expect. I do NOT think it is ok for them to solicit my clients when they are not on travel and certainly if by doing so they are trying to circumvent me/my future commission.
  • I really don’t want any supplier to contact my clients and sell them anything… That is my job. I feel that if the hotel or Resort does not want to pay me Commission then don’t list your hotel or resort with my suppliers and that way I won’t sell your product.
  • We sent our clients to their resorts and don’t appreciate the supplier eliminating us out of the picture and eliminating our commissions.
  • Lost at least 6 bookings this way including XXX! And this has happened to me on Cruise Lines too!
  • What I don’t like is a supplier advising my client that they if they don’t book direct they will 1)not receive the supplier’s special offer/pricing and 2)using their agent to book will cost them more and nor does the agent have access to this offer/price.
  • I don’t mind as long as the agent is credited for the booking. If not credited, then I’m not okay with them soliciting the client
  • “Both XXX and XXX have contacted my clients with discounts but needs to be booked through them by a certain date. Now with XXX I have contacted them about this and they normally say they did not know about this.
  • XXX is awful about soliciting their timeshares along with XXX and holds their credits as ransom unless they participate.

Individual comments left by travel advisers on Question # 2:

  • It would be nice to have it automatically credited back to us. XXX and XXX advises us what they are doing and we can advise how you can capture that new booking but its up to the client if they want to have you as their agent of record and must send an email in follow up. So that is a positive. Unless you are preferred XXX specialists you will not make more than 10% but at least its something. They have an not so agent friendly rule if clients book direct initially and rebooks.
  • Cruise lines will send the booking to us right after the client books. I have no problem with that but do have a problem with having to claim the booking.
  • The least they can do. In my view, they have stolen my client by contacting them directly. Or attempting to. If the vendor is offering a “deal” for a past traveler, why don’t they offer the deal to the agent to offer to their client? Many times, especially with younger clients to recreate the bond of loyalty once this happens.
    XXX has this program in place. While I have received notification/credit for “vacation ownership purchase”, I have NEVER received any credit for their subsequent stays as promised.
  • I think since we are the agent they chose first to book their trip, we should auto earn that opportunity again
  • Cruise lines do it all the time, so there’s no reason the resorts can’t
  • If cruise lines can do this, so can resorts.
  • I have a good post trip follow up system in place with my clients, so if they’ve booked a return trip it comes up in that conversation.
  • The worst is XXX by far! I tell my clients before they go that this will happen and thank goodness they always tell me that they booked their future trip and that they want it transferred to me. However every single one of them tell me that they were never told they can transfer it to an agent. Never ever. They also tell me they have had all sorts of promises there that simply aren’t true. It’s a shame so I’ve stopped selling XXX altogether.
  • I think forms are good as it requires a confirmation that the agent-client relationship still exists. I would prefer the supplier notify me if the need to complete the forms.
  • I’d rather it be automatic, however— I do not mind filling out the necessary paperwork. BUT–there’s got to be a good way to track this, obviously following up with your client after their trip is key, but…
  • I still do not feel that the supplier should reach out to our clients. Those are our clients not theirs. It would be like me reaching out to another travel agents clients and offering a discount.
  • The client can easily provide the name of the booking agent, the excuse that some resort claim the clients might not want to deal with the agency again is total FALSE and a sad excuse.
  • Resorts should recognize how easy it is for agents to make recommendation on another resort vs the ones that “steal our clients”.
  • But would also be willing to submit requests or fill out a form if it was required and given plenty of time to comply
  • How would I fill out a form if I’m not even aware of the booking?
  • Why cant it just be simple..at time of clients come back booking the ta is also copied on the confirmation and it’s on record..there could be some form they attach for us to fill out
  • If they want to credit me automatically that is lovely. If they want me to fill out a form and submit I don’t mind doing that at all.
  • As previously stated, I don’t mind the solicitation while on property but I do think that ought to be automatically credited back to the agent of record since I am why they are on property.
  • As an agent I sent that client to that supplier they owe us the respect of automatically crediting or at minimum confirming with the client that the agent of record is still the clients agent.
  • We as agents, put in the time to bring in new clients and I feel those clients should remain ours whenever they book.
  • I’m ok filling out a form as long as someone notifies me that my client has rebooked. If they aren’t planning on reaching out to let us know then I’d prefer our commission was automatically credited.
  • The cruise lines do this successfully and so can they.
  • Why should I have to do more work when they steal my client!
  • You are welcome for sending our clients to you in the 1st place. For vendors with pre-registration practices there is clearly a way for you to determine who the agent on file is. For vendors that don’t have a program, we’d have to find a way to work this out. Trying to bite the hand that feeds you is not a good practice in the long run. I am a 22 year veteran agent…in this for the long run. Please be our partners and then we can all be successful.
  • I would prefer being automatically credited. If they have a different system, then they need to let us know so that we can check in with our clients like we have to do with XXX. Except XXX is not booking on site, they are calling, so we don’t know when to check in with our clients.
  • I don’t mind doing the work – but it would be nice at least we be notified of the booking- clients can be lazy and just assume that we have the notifications and know it
  • I will fill out forms if necessary but prefer not to. In my opinion, the credit I receive can be considering a marketing cost by the supplier to get a lead.
  • I prefer automatic credit. However, if that is not possible, I really do not like asking my client to send an email or fill out a form in order get their booking transferred to me. It’s an extra step and hassle for the client and is a deterrent to them actually doing it. I’d rather that the travel professional do the legwork once the client gives the TA their booking info.
  • But, there again is the issue that we will get credit once and then when the client books again, we are no longer the agent of record.
  • Again, I think when we come to the client as a PARTNER (the agent & the vendor) the client will see the power of our relationships. I would never withhold a special offer from a client and that gives us another touch point to the client. The resorts/travel vendors tell us they value our partnership, well SHOW us instead of implementing a system that tells the client there is no value in working with your TA. We need to come to market TOGETHER.
  • Answers are worded strangely in my opinion….if I must complete paperwork afterwards, I will….but would PREFER it be directly back to me.
  • I can contact my client on their return, but if they have a family, family life and work take the precedence over answering my contact if they enjoyed the trip or them sharing they rebooked…just give it to us automatically.
  • I would rather get the credit automatically because when the clients get home they forget to do the transfer. I think I lost a XXX booking because of this.
  • Hard to submit request if we are unaware of the booking.
  • This should be automatically transferred back to me
  • I feel we worked very hard to sell our clients on that resort and we deserve to not lose them to onsite staff that didn’t tell them how hard it is for agents to get their bookings transferred. I have clients that forget to send in request and get busywork have family issues that got in the way of reminding them. And I didn’t want to seem like a haggler.
  • If suppliers were really all about helping agents succeed. they would not back stab us every chance they get and yes when they contact our mutual guests, with special promos and incentives without letting the agent of record knowing , that is CRAP!!
  • This will never happen. They will find a way not to do this. The reason they go directly to our clients to avoid paying the commission.
  • I love the idea of giving the clients a Deal to book a return stay, but IF I am the one who sent them, then I should get them back to work with them. many clients have special requests, needs and wishes, that I KNOW as their agent, who can save the resorts headache by booking the correct room/location for the couple AND still keeping them loyal to the brand.
  • I would rather be credited automatically, however, if I have to I can claim the later. I just need to get credit for the booking. It would be nice it they had a system that would tag the booking agent automatically, then send agents an email.
  • We should be credited at full commission for OUR client’s we sent there!
  • I want to be able to have direct contact with the client and discuss.
  • Filling out forms is a deliberate roadblock.
  • I’m the one who recommended their property, so the sale should go back to the original agent. Now if client isn’t happy with their agent, then I can understand where the booking wouldn’t be transferred, but if client was happy with their agent, then booking should go back to the agent.
  • Many times the client of record had no idea of the supplier/hotel/cruise prior to my recommendation. Therefore, future bookings should be credited to the agent of record.
  • One reason I book more cruises than AIs is due to the cruise lines giving me credit for any booking my client makes while onboard. Yes the cruise lines market directly to the public, but for the most part, they respect the relations with agents and give agents the credit for introducing our clients to their product.
  • We qualified them, we suggested the resort, we sent them there…IF they have an amazing time (as we expect) we should be given credit for ANY future stays they book while on property as the agent on record.
  • I would automatically like to get it. Sometimes when they get back it is hard to get them to return emails or phone calls so I don’t know they rebooked
  • This should be done automatically. Kudos to the cruise lines who do this for us without a fight!
  • Having to fill out forms is one way for the supplier to even the odds of not having to pay commissions, it is stealing.
  • I shouldn’t have to fill out a form or do anything else to claim a client whose business I gave to a particular supplier.
  • Again, they will do anything to cut travel agents out of the booking to save from paying us our rightful commissions! I don’t mind if they make the initial booking, but notify us immediately so we can take it over and wok it properly.
  • If they are going to solicit directly, we should automatically be credited and not have to keep tabs on whether our clients return to the same hotel.
  • I would not expect them to pay commission automatically. But we should be able to request it.
  • The credit should be automatic. They wouldn’t have the future booking if we had not put them at that property in the first place.
  • They are my clients. They may not have even chosen this resort if not for me.
  • Give me credit. I am sending you business, support while i am supporting you.
  • And I would like to receive a confirmation once booked.
  • Like the cruise lines operate is a perfect world. I don’t want to go through hoops to retain my clients business.
  • Maybe the original agent did a poor job and the customer doesn’t want to work with them again? I am fine filling out anything needed.
  • Yes – I would prefer getting it automatically – but will take the claiming process if option 1 isn’t possible
  • Automatically like cruise lines do.
  • I like how the cruise lines do it – if they book I get an automatic email while they are still on the cruise line.
  • I don’t want suppliers contacting my clients
  • It is a pain in the but for the clients to send the information in. Why do they have me?
  • By Our recommendation they came to their property.. so when they are solicited on property to come back, we definitely should get the credit.
  • Some suppliers say they can not automatically send you the give you the credit for the booking however cruise lines do this all the time. And since we are the booking agent and already have their information I don’t think there are any security or privacy issues. Just trying to cut us out.
  • XXX comes to mind, as my experience is that XXX offers great discounts to clients on their cruise, but subsequently trying to get XXX to credit an agency is next to impossible and involves a reduced commission.
  • It is hard to know if pax are rebooking direct, so automatic credit would be preferred option
  • I am their travel advisor. I would not like to chase down my clients and ask if they’ve rebooked and have them fill out paperwork to allow me to continue to be their advisor. I would like it to automatically come back to me.
  • I feel that a back-up system for us to “Take Over/Back” our clients direct booking should be available.
  • I’d prefer that it was automatic versus completing forms.
  • If I was the reason they went in the first place, then I should be the agent of record forever. If the resort wants to solicit their future business it shouldn’t be at my expense.
  • This would give me a paper trail at least
  • We gave the resort nearly all the personal information in the first place, in most cases I know my clients passport numbers, when their children birthdates are. Please don’t try and say you are protecting their (clients) privacy, such BS.
  • While servicing clients it is proper that we receive credit and recognition for our efforts in filling your properties
  • IF they are going to solicit and book MY clients while on property for a future stay, then I should automatically receive notification of that booking as well as the credit/commission for it without having to jump through hoops. If the client does not want to continue working with me, then they should not be able to take advantage of the future discount offer as they would not be there if it were not for me in the first place.
  • As partners, who introduced guest to property – and being partners, I should be credited for future stay. We are working together so they continue to be your loyal guest, as they are loyal clients of myself.
  • I’m the one who sent my clients on this trip. If I hadn’t sent them, there’d be no future onboard or onsite trip to be booked. Whatever trip they’re booking onboard or onsite is a direct result of my work and my recommendations and my sending them. I should automatically be credited with future bookings reserved at the time of their cruise or stay.
  • I understand that not all your tour operator bookings show the agent on record in the computer, and there are not “secondary phone fields” like cruise lines have, so agents should be able to submit those particular booking details thru your hotel’s agent portal so that your hotel may link them for proper credit.
  • I do not like that we have to do even more work to retain OUR own clients that we send to these resorts. (XXX) They do not need to be an intermediary for us and we often use tour operators for higher commissions so they are really messing with our future income and bottom line.
  • They would not have the client without our recommendation in the first place.
  • There is no reason I should have to complete forms or inconvenience my clients with forms. The suppliers know the clients are there because I sent them. They should credit me automatically and notify me of the booking.
  • I definitely want to be credited with the booking right away
  • I should not have to complete for my clients after I booked their stays! I should get full Credit for the booking not the Resort or Supplier!
  • “I will not book XXX due to this (unless the client specifically asks for this property). No need for the additional work IF we find out.
  • It should be automatically!”

Individual comments left by travel advisers on Question # 3:

  • We would have had the opportunity to make the sale to possibly another resort for the return trip so I think we are entitled to full commission if it’s my client.
  • We worked to send the clients to the property that met their dreams and budget and feel that we deserve the full commission with the tour operator of our choosing for future bookings. ie:
  • Not XXX only
  • Again, it’s the least they can do. We all know the suppliers and vendors solicit our clients. Direct brochure mailings, emails and such. Bravo to the vendors that include the agent/agency information on the direct contact. A standing ovation for those that inform us if a client books direct and immediately gives us credit and turns the booking over to us so we can take care of OUR clients.
  • If the supplier would stay OUT of the picture (and not undercut the prices we can offer), then I would be able to make the sale for future bookings–why should I give up part of my commission to the supplier after I am the one who brought them the client in the first place?!
  • Of course, I’d prefer full commission. But if this is the concession we have to make in order to stop the active poaching of our clients, I’d accept 10% on these bookings, rather than the 15-17% we typically get through the TOs
  • Yes full. Because I provide full service to my clients regardless of how it was booked.
  • I definitely believe the agent deserves credit as well as the sales person there. I’d be more than happy to split but it would have to be automatic and not some underhanded scheme that had to be transferred within five hours of the booking with 10 hours of paperwork included.
  • Many of these sales efforts are accomplished by the resort offering lower rates than would be available to the agent
  • Absolutely!
  • I would get full commission if I booked it and just because they solicited them with the deal doesn’t mean they weren’t coming back to me.
  • It would depend on the split. don’t let suppliers forget we’re also servicing that client with air insurance etc until they step foot back at that resort..has to be a decent split
  • I don’t think it would be unfair to offer partial commission (Instead of 15% I get 10% since they facilitate and do the booking which would fall back on them should anything go wrong). But I would like that client to still be considered mine on the future bookings as well.
  • Again, since I am the reason they are on property, that full commission should be mine. The property or cruise line is already making their profit by a returning guest.
  • We would still be servicing the sale and handling any issues that arise.
  • Or the second answer, part commission
  • We should be given full commission. The only reason the supplier has the client is because of our recommendation.
  • We referred and recommended our clients to that resort or cruise line in the first place so I feel we should earn full commission should our clients book a future stay/cruise.
  • A true partner will treat the agent as such. The agent recommends a product, sells it to their client and should be rewarded with full commission. Our vendors should not be our competition.
  • WE do not have the option of choosing to have our clients solicited on property. Many onsite sales people also discourage booking with an agent, telling our clients that they can do better booking direct. I am leaning away from companies that do not treat us as equal partners.
  • It is my client and they would never have been at that resort otherwise.
  • Nothing but full commission! They need to own what they do and pay.
  • Again, you are welcome that I matched your property as a fit for my clients in the 1st place. As, I will still be servicing the client for their return stay, I feel that full commission would be warranted. The job is hardly done, at deposit. Please understand that maintaining a good relationship with your travel advisor partners will only be positive for both sides as well as the client, moving forward.
  • The client would not have been at the resort if I had not sent them. So, them calling my client is on them. It is still my client and I should get the full commission.
  • Only if the supplier would then be the point of contact. If I am the point of contact and have to answer all the questions, make changes, advocate on my client’s behalf etc then full commission should be given.
  • The company would not have had the booking at all unless I recommended the sale.
  • Again, this customer would not be at your resort if it wasn’t for MY recommendation. The right thing to do is to PARTNER with the hand that feeds you (the TA). If I sent someone to your resort and you offer them a sweet deal to rebook while on the property then I expect and deserve at least a portion of that commission. For resorts who do not split commission with the TA when the client rebooks on site, I do NOT actively promote those resorts.
  • I am the one they call with questions, therefore I should get full commission.
  • We still need to service the reservation so full cm,
  • It would be partial as the discounted pricing is in play
  • I did the work getting the client ts there in the first place, I should get the continued commission
  • I worked so hard to get them the best resort for that trip and know my clients inside and out. And when they transfer booking over, I still do all the work to service them up until they leave for that next trip, so I deserve full commission.Suppliers don’t inform agents of record that previous guests have contacted them upon receiving there propaganda. I have had that experience 2 times in 10 years, when clients contacted me after they booked thru the resort. Both thought I knew and were expecting my Awesome customer service experience. Which they did not receive. Thank You XXX and XXX resorts
  • If they book direct but I am still servicing my client then I should receive full commission as I sent the client to them initially. I understand that will probably be a sticking point so of course
  • I’d “accept” partial but don’t see it as being right.
  • I think suppliers forget that WE as QUALITY agents, have the choice and decisions on where we can send clients, so when a supplier cuts us out of the clients trips, WE then will focus on suppliers who support us and not send future clients to your brand. My dream is to find a happy balance, where the suppliers set quality sales standards for REAL Agents and create exclusive deals (like these) for us to offer our clients. And I UNDERSTAND they save money by direct bookings. Support each other
  • If the cruise lines can do it and recognize our part in introducing the client to the brand, I think it is fair that the Resorts do also.
  • Since I booked the client for the first stay, I feel that I should get the commission on the return stay. It all started with me, the agent. Once notified of return stay, I would still assist the clients and service them for the future booking.
  • We should indeed receive full commission since they would not even have this additional revenue if it wasn’t for us sending them there in the first place!
  • I’d prefer full but would also accept a smaller amount if my client was able to get a deal on property. Either way, I want to be acknowledged.I would prefer the full commission because although they make initially book, I will be the one working with them directly on a continual basis before, during and after their vacation/stay.It’s still going to take the same amount of work to service the booking over the life of the reservation.
  • If commission is capped for a future travel booking, I often will encourage the client to book elsewhere with a different vendor.
  • I would be willing to accept a very small cut in commissions because the client will still look to me for anything regarding the reservation not the supplier
  • I would prefer full commission because I’m still servicing the reservation from booking until after the clients return. I’m still responsible on behalf of my client to take care of any issues with the reservation or any requests the clients have. I would be OK with a minor 2-3% reduction in commission, but not a commission of 10% or lower for the agent.
  • Clearly we would all like our full commission as we sent them their to begin with BUT IF we must be commission capped when re-booked while still on property – It’s better than nothing. We did all the work to get them there to begin with so resorts need to recognize that as well.
  • The client is only at there property or cruise because I sent them there so I did the work.
  • Had we not recommended the resort in the first place, there would be no future bookings. Additionally, clients will call us if/when things go awry at the resort. We deserve full commission for these reasons.
  • There should be no reduction in commissions paid to any agent for a client who is a repeat visitor if they book through the property directly. They area still a referral from the agent.
  • It’s the right thing to do!
  • They are my clients, it doesn’t take a brain surgeon to know what the right thing to do is. The client is mine, the commission belongs to me.
  • The supplier already pays us a full commission; why should we have to give up money when a supplier solicits a client?
    again, since it is the travel agent who recommended the property or tour company in the first place, we should rightfully be paid what is due us!
  • We did the original work to sell the supplier
  • Commission should be Full as that is why we take good care of our clients so that they will rebook with us multiple times.
  • I put in the hard work up front, i want credit
  • Most of my clients wouldn’t have stayed at that resort in the first place unless I suggested it, so the resort would not have had contact prior to the first booking. I think they should pay full commission.
  • We still have to service the clients, print out their docs, answer any questions- we are still doing the work for the suppliers!
  • Full commission as most of the time, the clients wouldn’t know about the resort without my recommendation.
  • I’m going to be servicing my clients’ booking just like if I had booked it myself, so I should be paid for that time and effort.
  • I believe I earn the full commission – the client was at the original destination on my suggestion and if he goes back a 2nd time that means I did my job the 1st time of qualifying him
  • I sent them their to begin with and will be servicing the clients entire trip – not just the hotel portion.
  • I still have to service the booking, which often includes the time-consuming and low-to-no revenue that comes with flights, and tours/excursions. With some suppliers who do not pay full commission on future bookings, I almost dread servicing them because I’m earning far less for my time spent servicing the booking.
  • Why would anyone be ok with reduced commissions? No one asked them to steal your clients in the first place.
  • Any sale that is made is on my recommendation. I have had client contact me and ask if it is a good deal. If I am being cut out of the loop then it is a bad deal and that is what I will be saying.
  • There are lots of wonderful resorts that I can recommend that respect my referrals.
  • I will work with my clients and thus work for any commission I receive…..I don’t want suppliers contacting my clients
  • I’d prefer FULL commission, however would accept partial commission, as opposed to nothing at all.
  • If we accept partial commission on those bookings it is a slippery slope for them to pay us less.
  • Getting the client there was the hard work and cost marketing costs and time. The client is there because I sold the property. No matter how many times the resort gets them to book again it was still my initial work that made them a mutual client and I should be compensated unless the client says I should not.
    without the recommendation of the travel adviser the supplier would not have the client use their product. The commission is due to the adviser.
  • I can compromise and would accept partial as well. I just dont like the whole idea of suppliers approaching the pax direct
  • The reason I feel full commission is warranted is because after the client returns home and tells me what they booked, I usually make changes to the booking. Often they book a resort that I feel is not right for them, or I can get them a better “deal” than they got. This just happened last week, and I changed the client to a different resort, got them into a better room category, and saved them $600. I most certainly should get full commission on that booking.
  • I would accept that the supplier made the sale and not insist on the entire commission. That seems fair. They have a cost and so do I.
  • I choose full commissions as the “supplier” will not be supporting my clients questions, needs or concerns. The clients issues will most likely be dealt with by me.
  • That is the problem with this business is that some agents will take anything in lieu of what is rightfully due.
  • We should always receive full commission. Clients wouldn’t have been there in the first place if we didn’t book them there (steer them to that resort).
  • My client, my commission. We can all share in driving the future business to the resort. Or else it will impact my decision to continue to support their brand.
  • My client – my money. The resort did not bring the client in. Most of the time we as travel advisors have recommended a particular resort that may not have even been on the client’s radar.
  • Out of tens of thousands of resorts and destinations, Agent has sent you a client, in most cases these where our clients to SHARE with resort… we can choose other wise! I realize you made the XXX monster (who is paid 30% of the discount rate), because of greed- must fill every room night =$. Greed again trying to cut out travel agents measly 10 -15%, that’s just rude.
  • I would be happy to receive some type of commission from that sale
  • Of course I would prefer full commission, but I understand the argument for partial.
  • And not only do they involve my clients but I am the one that still has to service that booking from start to finish, sometimes involving more work than if I had booked it myself to start with.
  • Again, I should be compensated – as without my service, and partnership – these new guests would not be loyal guests of your establishment. I work and direct my loyal clients to businesses in whom I have a “partnership” with. A trustworthy partnership.
  • “I deserve full commission on these bookings for all of the reasons stated in question 2 above. They’re my clients. I sent them. There’d be no future bookings pursuant to the current booking had I not sent them on the current booking in the first place. I deserve the credit, and I deserve the full commission.
  • We all have bills to pay, and this includes travel advisors!!!!!”
  • The hotel wouldn’t have the biz at all without my agency, so while I don’t mind that they keep a portion of the commission, no more than 20% of our commission, same as if it was an inside sales person in my agency.
  • “Every time our clients sets foot on their property, we need to get compensated as long as we can prove that we are still the agent of record and are our clients. I had this same concern with XXX’s Legendary program soliciting my clients hard.
  • Either be a reciprocal partner or we will find other resorts that value our commitment to our referral to these resorts.”
  • I would accept partial if they are servicing the booking from start to finish because we know that booking a client is not a onetime event.
  • I have moved business for my most loyal clients AWAY from suppliers that do not automatically credit me OR decrease commission on these types of bookings.
  • I would prefer full commission but would accept a fair partial Commission if offered. At least I would not feel like the hotel or Resort is trying to steal my clients
  • Same as above! They are MY Clients I sent to that resort! I should get the FULL Credit!
  • My service involves account management, service and advocacy for my clients. It is more than booking a flight and a room. Future booking are about sale offers.