What is a travel agent? Job description, earnings and hours

A travel agent is someone who books travel services such as flights, accommodation and additional extras such as car hire, transfers, activities and insurance on behalf of their customers. In doing so, they earn a fee known as commission.

A good travel agent has in-depth knowledge of the products they sell, listens carefully to their clients’ needs and carefully matches the best product to them. Travel agents may assist clients with elements of their holiday and step in if they encounter any issues.

Their role involves communicating with clients either in person, over the phone or sometimes via online chat facilities or WhatsApp.

They also liaise with suppliers such as airlines, package holiday operators, accommodation providers, cruise lines  and ancillary providers (companies that provide additional services such as car hire).

Travel agents complete administrative tasks such as checking availability, sending quotes and making bookings. Many will offer additional customer service support such as checking their customers in for their flights and ensuring their travel documentation is in order. Many also spend time marketing their services to attract new clients and encourage repeat bookings.
 

Travel agent vs tour operator: key differences

Historically, tour operators and travel agents had very separate roles, but in recent times the line between them has become blurred. These are the key differences:

Why do people use travel agents?

Primarily because they are experts in their field. Many have first-hand experience of the product they are selling and have experience of sending other clients to the same places. They can save consumers a lot of time researching options and looking for availability.

Secondly they have a responsibility to provide valuable support if things go wrong. They offer financial protection and are a single point of contact should something go awry on a trip. Whether it is personal illness, strikes or natural disasters, travellers who have booked through a travel agent will receive the help they need abroad.
 

What do travel agents earn?

Travel agent earnings vary based on the type of agent they are and the stage of their career they are at. Commission is an important part of travel agents’ earnings. This varies according to the agency’s commission structure, the volume and value of the holidays the agent sells and the commission rates agreed with suppliers.
 
Barbara Kolosinska, managing director of C&M Travel Recruitment gives an overview of what high street and call centre agents can expect to earn.

• High street agent:
  • Starting salary of around £25,000
  • Experienced agent or branch manager £33-35,000 depending on location
  • Manager level up to £35-38,000
     
• Call centre agent:
  • Starting salary of £25,000
  • Experienced agents £28,000–£30,000
  • Destination specialists can potentially earn £35,000–£40,000

Home-based agents’ earning potential is somewhat different. There are several routes into becoming a home-based agent but most are a franchisee of an umbrella company. This route has the highest variation in earnings as it is entirely performance based.

• Home-based agent:
  • Average earnings are around £24,000 per year
  • Particularly high-performing agents could earn more than £1 million annually
  • Those just starting out or working part time will likely earn considerably less
     

How many hours do travel agents work?

This varies depending on the type of agent.

• High street agents:35-40 hours per week (full time), usually including Saturdays and sometimes Sundays. There are also part-time roles available.
• Call centre agents: Shift-based often with part-time options
• Home-based agents: Flexible schedules – the more time you put in, the more you can earn