The Airline Battle Against Travel Agents: Why We’re Still Standing Strong

American Airlines is once again paying commissions to travel agencies after their misguided attempt to cut us out. Their numbers dropped, while other airlines thrived, showing the importance of our support. Even today, American Airlines is still feeling the consequences of that short-sighted decision.

Airlines need to understand that we are the ones selling their product, and they don’t need to worry about paying us a salary—they simply need to offer fair commissions for our work, as savvy airlines do. After all, we’re the ones recommending airlines to travelers, handling bookings, and managing issues like schedule changes or cancellations.

Let's face it—airlines are notorious for their poor customer service, especially when it comes to answering the phone. On average, it takes at least 30 minutes for a customer to speak to a real person, and that’s during normal operations. In the chaos of a storm or other disruptions, airlines simply don’t have the manpower to assist everyone promptly.

That’s where we come in. Travel agencies have the tools to assist both airlines and customers quickly and efficiently. For example, if American Airlines cancels a flight, they may try to rebook the customer for the next day—if the traveler is lucky. But we, as agents, can cancel the flight, issue a refund, and book a new ticket with Delta or another airline, ensuring that travelers have options and don’t get stuck.

If more people knew this, they’d be booking their trips through travel agencies more often. While I’m not happy that American Airlines is still losing money, their experience serves as a reminder to all airlines to avoid making such poor decisions.

That said, my favorite airlines are Delta, Emirates, Qatar, Etihad, and Asiana. I’ll be flying with China Airlines this weekend, and I’ll let you know how that goes.

So, travelers, book with a travel agency if you want a better experience and more options when things go wrong. You focus on packing—we’ll handle the rest.

rene@EAWtravel.com