Lehi travel concierge business opens the world to Utah County travelers

In today’s tech-savvy society, the travel agency of yesteryear dying out.

The Bureau of Labor Statistics estimated that there were about 81,700 full-time travel agents in the United States in 2016, compared with a high of 124,000 in 2000. The job outlook for the industry, from 2016 to 2026 is estimated to decline by 9 percent.

With the prevalence of internet booking, and human-to-human travel options like Airbnb, many travel agencies have gone dark. In fact, many regular consumers wonder why enlist the help of a travel agent when he/she can search for and book a flight, hotel room and rental care from the comfort of the living room sofa?

Nickell Beach of the new Expedia CruiseShipCenters believes there are many reasons to get up off that couch. She opened her brick-and-mortar Expedia franchise July 25, and believes agencies like hers can serve an important role, even in today’s digital world.

“People get overwhelmed researching on their own, with how much information is out there,” Beach said in an interview last week in her office that hints of a cruise ship in its décor. “They can come to us, and we can give them the CliffsNotes version.”

Beach pointed out that a computer is no substitute for in-person contact. Those in the travel industry usually have some experience with many international sites and vacations, and usually sit with clients to better understand their individual needs.

“A computer will never tell you your favorite thing — to swim with dolphins — well, it’s on sale,” Beach said. “And 90 percent of the time, we’re cheaper than booking online yourself.”

How is that possible, when it seems everything — from groceries to auto parts — is cheaper online?

Using Beach’s service, enlisting in the help of a “travel concierge” as she explains, costs the consumer nothing. Her services, and those of her fellow travel consultants is paid for through the suppliers: cruise ship companies, hotels, resorts, etc. Beach’s company is a sister organization that utilizes services through Expedia.com, but also enlists contacts through the rest of the industry.

“The cruise industry in particular is going back to using travel agencies for bookings. With all the moving parts involved, it creates a better experience,” Beach said.

She experienced this firsthand in September, when she took her husband, three children and other family on a Disney cruise. The ship had to turn back to port partway through the vacation because of Hurricane Irma. She watched as others on the ship waited in line for five hours at the ship’s accommodation desk, hoping to find last-minute hotel rooms and transportation, and change flights out of Florida.

Her experience was much different. All it took was a call to one of her own agents in Lehi and about 30 minutes, and everything was arranged.

“That was a very good lesson. It’s very different having a person, your personal concierge who knows you, who already had all your travel information ready. There’s comfort knowing there’s a person who cares and can manage everything for you,” Beach said.

Beach and her agents have also found a niche here in Utah County scheduling vacations for large groups and families. She helps them coordinate lodging, transportation, and organizing the excursions so everyone is included. She also is seeing an uptick in coordinating travel for school organizations.

Beach’s mother, Kris Hammond, is her office manager, and said Beach has become the star of the national Expedia franchise association. Her 23 travel consultants all enjoy the flexibility and excitement of helping people travel the world.

“Who doesn’t want to look at vacations and amazing pictures all day?” laughed Erin Shariff, a full-time consultant there.