How to check you're protected if a booking goes wrong

Most travel agents operate in good faith, but your recourse if something goes wrong depends entirely on what proof exists and who is accountable. Before you hand over money or confirm a booking, you need to know exactly where your protection sits—and that starts with verification, not trust.

Check their business registration and trading name

Start by asking the agent for their full legal business name and confirm it matches what appears on their invoice or receipt. Search the CIPC (Companies and Intellectual Property Commission) register online to verify they are a registered entity. If they operate under a different trading name, that should be documented. Dishonest operators sometimes use multiple names to disappear if complaints mount. A legitimate travel agent will have no problem providing this and waiting while you verify it. If they deflect or claim "it's all informal," that's a red flag that points toward no comeback if something fails.

Ask whether they hold a travel agent bond or insurance

Travel agents who handle client money—especially for flight and accommodation bookings—may hold a bond or errors-and-omissions insurance that protects you if they collapse or make a costly mistake. Ask them directly: "Do you hold a fidelity bond or professional indemnity insurance? If so, what is the insurer and policy limit?" They should be able to name the insurer and give you a certificate or policy number. If they cannot, or if they say "the agent I'm using" rather than describing their own coverage, you are relying on someone without a financial safety net. This doesn't make them fraudulent, but it does mean your only recourse is a civil claim—costly and slow. If a booking fails and they have no insurance, your money may simply be gone.

Verify the airlines and hotels actually exist in their name

Once a booking is supposedly made, ask for a confirmation email or screenshot showing the airline or hotel reservation under *your* name, not the agent's. Log into the airline or hotel website yourself using your booking reference and verify the reservation appears in your account. Many disputes arise because an agent claims to have booked but has only collected payment; the booking was never placed, or it was made under the agent's account and never transferred to yours. Ask also whether the agent is booking directly with the airline or hotel, or through a third-party aggregator site. If they use an intermediary, ask who that is and what their cancellation and amendment policy is—because you may end up bound by the intermediary's rules, not the airline's. Never sign off on a booking until you have independently verified it exists.

Request references from recent clients with similar bookings

Ask the agent for contact details of two or three clients they have booked flights and accommodation for in the past three months. Call or message those people and ask: "Did your bookings appear in your own accounts with the airline and hotel?" and "If you needed to change or cancel, how smooth was the process and who paid what costs?" References are far more valuable than a website or testimonials, because you speak to someone who has already experienced the agent's handling of a real problem. If an agent refuses to provide references, do not book with them. If references say they had trouble getting amendments made or faced unexpected costs, ask what went wrong and whether the agent sorted it.

Protection after booking rests on documentation. Get everything in writing—booking confirmations, amendment requests, cancellation instructions—and keep copies. Know who holds the money (the agent, the airline, the hotel, or a payment processor) and what happens to it if plans change. When you verify these details before paying, you shift from hoping nothing goes wrong to knowing what happens if it does.