There was a time when booking a holiday meant scouring travel agents’ windows on the high street, then taking a few glossy brochures home to peruse over a cup of tea.
For a brief period in the 90s, some of us even booked through Teletext (a blog for another day…).
Now, for many people, it starts with a search bar, perhaps even social media or AI chatbot, multiple tabs open and a deep dive into review sites.
Travel agents may be a less common sight on the high street these days, but homeworking agents such as Not Just Travel and Travel Counsellors are thriving. At the same time, the tools available online and via apps mean booking everything yourself through an OTA like Booking.com or Airbnb has never been easier.
It's easy to think that actual living breathing travel agents are becoming a thing of the past, but that’s simply not true. In reality, both ways of booking are very much alive, just appealing to different types of travellers.
With this in mind, we asked two well-travelled members of the Adido team to share their views and talk through their preferred way of planning and booking travel.
‘Team Travel Agent’: Anna Heathcote, Content Manager
I grew up in a time when everything was booked via a high street travel agent, then in adulthood I organised most travel myself before I had kids. As a result, I’m able to see the best of both worlds and also the challenges each one brings. I know what it takes to plan a trip from scratch, but I also know the value of handing that over when things become more complex.
Over the last 12 years or so, I have always booked ‘bigger’ holidays (i.e. the main family getaway with multiple family members) through a homeworking travel agent (TA). She’s an old friend and has been working in travel for nearly 30 years so I trust her implicitly (and she’s never let me down!).
‘Team Self-Booker’: Amy Baker, Senior PPC Manager
Born in the early 90s, I grew up using laptops instead of textbooks, so booking travel online has always felt natural to me. I didn’t really understand what a travel agent was growing up in Toulouse and rarely saw any on the high street. I was familiar with sites like Kayak before I ever considered using an in-store agent, so it simply wasn’t something I thought about.
In my early 20s, every trip was booked through platforms like Booking.com, and later loveholidays and On the Beach. Travel agents always seemed outside my budget, and I assumed I’d be paying extra for something I could do myself. Even when I used one for my honeymoon, the process looked much the same as booking online.
Now, with two young children, the idea of using an agent is more appealing, especially after booking a holiday that was misadvertised via AI. I still tend to think I can find the best deals independently, but I can see the value if an agent offers better access, fair pricing and support for more complex trips when time is tight.
Here's how our two interviewees’ approaches compare when it comes to planning, booking and everything in between.
How do you start planning a trip?
Anna
For a big multi-gen holiday, there’s a lot of logistics to consider before I pass the baton on to a travel agent. What everyone can afford, when we can travel, how many rooms we need, how far from amenities and an array of other specific requirements.
I always try and get as much of the ‘non-negotiables’ sorted so the TA has something clear to work with. It means we’re not starting from scratch and can move much quicker towards something that actually suits everyone.
Amy
If it’s a fly & flop with the kids, I want to fly from my local airport and get to a hotel within 30 minutes of landing. Long transfers with young children are a no-no. I’m looking for somewhere hot with a good pool, decent food and entertainment, all at the best price I can find. I keep the destination flexible and use sites like loveholidays or TravelSupermarket or even start with a prompt in Google Gemini.
For a multi-city, adults-only trip, I’ll book flights and car hire through Kayak, compare hotels via Google Hotels, and use tools like Google Gemini for route ideas. I also lean on TikTok for tips and hidden spots, whether I’m planning a city break in Rome or mapping out a road trip through California.
How do you decide where to go?
Anna
We’ve become creatures of habit when it comes to the BFH (Big Family Holiday). We all separately have mini breaks or holidays outside of this one, but we usually like to have some degree of familiarity with the BFH. It takes the pressure off slightly when you already know the destination ticks all the necessary boxes.
This applies to our go-to choice Menorca. It’s family-friendly, a short flight and easy to navigate. We also have the added bonus of a family member who speaks fluent Spanish, which gives everyone that extra bit of confidence while we are away (although I do try and speak a bit of the lingo too – I’m currently on Day 465 of Spanish Duolingo!).
Amy
It’s whatever destination has the shortest flight and transfer time, best reviewed hotel and is warm when I’m travelling, with good value for money too.
How confident do you feel when booking?
Anna
Because we’ve used our beloved TA for years, we know the level of service we’ll get, so I’m extremely confident. There’s a level of trust there that has been built up over time.
She’s got us out of tricky situations in the past, and the existing relationship means she has an emotional investment in the success of our holiday, as well as a professional one. It doesn’t just feel transactional, which makes a big difference when I’m spending a lot of money.
Amy
I feel very confident, but over the years I’ve learnt what to avoid when using price comparison sites. I no longer book the cheapest option without checking the company first. For example, I once booked cheap car hire in Florida and, on arrival, had no contact or instructions and was left stranded. When I called, the local company struggled to communicate and simply said ‘no internet’.
I’ve also learnt to double check sources when Google Gemini suggests a hotel feature. I booked an April break at a campsite in Spain that Gemini claimed had heated pools, but this came from an outdated webpage, and the pool was closer to 15°C.
What happens when something goes wrong?
Anna
This is where having a TA, and a good one, is an absolute godsend. They usually have the necessary protections in place like ATOL, and are best placed to get you out of all manner of difficult situations quickly.
For example, my parents were once left stranded at Edinburgh Airport after a flight cancellation late on a Sunday evening. Our TA managed to get them into an overnight hotel, sort out new flights and claim everything back through insurance.
My parents aren’t tech-savvy (Dad doesn’t even have a smartphone), so they would ‘ve really struggled to do all this themselves. In that situation, having someone to take control and sort everything out is invaluable.
Amy
I haven’t yet travelled far outside my comfort zone, especially to places that aren’t quite anglicised. My father is a former pilot who flew long haul across Asia, and I’ve lived and travelled in three countries, so I’m very comfortable travelling alone. I’m also confident in researching trips online, which helps me feel safe when I travel.
That said, I’ve had a few experiences that have made me more cautious. I’ve lost my passport abroad twice and nearly been mugged on a few occasions, so I’ve become much more aware of potential risks.
I wouldn’t travel far with my children without reassurance and would usually choose somewhere recommended by someone I trust. For a future trip to Asia, I’d likely rely on friends with extensive travel experience to help plan the itinerary.
What would be your biggest concern about booking with a travel agent?
Amy
My biggest concern is that they wouldn’t have holidays within my budget, and it would cost me more in the long run to use them.
What would be your biggest concern about booking everything yourself?
Anna
If it’s just me, or perhaps a shorter trip with the kids, I have no qualms booking everything myself. It’s when there are more people involved that the stakes feel much higher.
Factoring in children, one with autism, and elderly parents, I just don’t want to deal with the stress of something going wrong or the worry that I might’ve missed something important. It’s my holiday too, and I want to enjoy it rather than manage all the moving parts.
There’s also the time it takes. Researching, comparing, checking details and trying to find something that works for everyone is no easy task. It can quickly become overwhelming.
And then there is the question of protection. Yes, I can take out travel insurance, but it still does not quite replace having someone there to step in and sort things if needed.
Would you consider booking a big, multi-gen holiday yourself in the future?
Anna
Yes, never say never. I do enjoy organising travel and I usually make a decent job of it. I know I’m a bit old school though (I still print everything out ‘just in case’). However, it just makes good sense to me having someone even more organised and knowledgeable doing the hard work.
And to really show how old school I am… I once booked a holiday by fax!
Would you consider booking with a travel agent in the future?
Amy
Only if I were to discover that they could overcome the pain points I previously mentioned.
Do you enjoy the planning process?
Anna
Yes, I do, usually. But only when I’m booking for myself or just me and the kids. When more people are involved, and there are multiple needs, preferences and opinions to juggle, that is when it starts to feel like hard work. That’s the point where I am very happy to hand it over to someone else.
Amy
Yes, very much so. I love to explore and see all the locations, hotels and activities, and find advice from people who have firsthand experience of a destination, which is why TikTok has become such a useful resource.
So, where do you sit?
The reality is, most people are not firmly in one camp.
Some trips call for insider input. Others are perfect for a bit of late-night research and a DIY approach. Your time, confidence, budget and even the type of trip you are taking can all influence how you book.
Let us know your thoughts: are you Team Travel Agent, Team Self-Booker or somewhere in between?
