Internet Fares Are Not Client-Friendly

Your article “Travel Agents Cry Foul Over Internet Fare Deals” (Feb. 17) didn’t address the real reason most agencies are not making Internet bookings for clients. It lies in control. The Internet fare providers do not offer any service beyond the initial purchase.

If we were to purchase a ticket on a client’s behalf and there were a dispute, there would be no recourse for correcting errors.

Many travelers’ plans change between the time a ticket is purchased and the travel date, or even after departure. Tickets bought on the Internet are more difficult to change, unlike those purchased through our Computer Reservations System (CRS) or from the airlines over the phone.

Especially for business travelers, the ability to reach us by phone and make near-immediate changes to itineraries is worth whatever nominal fees we may charge and often even the slightly higher CRS fares.

Finally, in many cases, when we offer a lower fare from the Internet, it is available with times, schedules or carriers that do not meet a traveler’s preference.

We realize that no one source for airline tickets is going to consistently offer the lowest price. Although a good, experienced travel agent should be able to meet or even beat many Internet fares, we find that the Internet helps us do our job better by finding a combination of flights that can be booked in the CRS at the same or a lower fare.

KEMPER SARRETT

Manager, Brownell/Abeta Travel

Mobile, Ala.

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In my one and only experience with Web air fares, I went through the rigmarole of signing up as an Orbitz member because it had advertised some great fares from Chicago to Miami. I had been watching the listings for several days--nonstop flights, fares starting at $177 round trip, and at two or three convenient times.

When I went to make a reservation and pay the fare, I was told that the flight was no longer available. I tried the next two most convenient times and fares and received the same message. I thought the system was having problems, so I waited a couple of days and tried again--with the same results. I finally ended up with a flight that left at the crack of dawn and paid $256 round trip.

What you see is not always what you get.

SUSAN M. PHILLIPPI NEAL

Chicago