Questions to ask a travel agent before you book through them

The biggest mistake travellers make is handing over money to an agent without understanding how they work, what they'll actually do for you, and what happens if something goes wrong mid-trip. You need to interview them first. Here are the questions that matter, why each one cuts through the noise, and what you're really listening for in their reply.

Questions that reveal how they'll actually work for you

Start with: "Walk me through what you'll do for us, step by step, from now until we land back home."

A sharp agent will outline their process—when they'll research, send you options, revise based on feedback, confirm bookings, send you documents, and how they'll stay reachable before and during your trip. If they're vague or launch into generic travel chat, that's a warning. You're listening for specifics: do they hold a planning call with you, send written proposals, give you time to think, or do they push you to decide fast?

Next: "If something changes while we're away—a flight delay, a hotel problem, an activity cancellation—who do I call, and what can you actually fix?"

Good agents will be clear about their emergency availability and what's in their control. They'll tell you they can rebook flights (if the airline allows), chase suppliers, or arrange alternatives on the ground. Weak answers sound like "contact the hotel directly" or "that's not really our job." The honest ones admit some things are outside their reach but explain how they'll advocate for you anyway. Ask specifically: are they available by phone, WhatsApp or email, and what hours?

"How do you get paid, and are there any costs we don't know about yet?"

They might earn commission from suppliers, charge you a planning fee, or both. The point isn't which model—it's transparency. If they dodge or say "we'll discuss costs later," walk away. A trustworthy agent tells you upfront what you'll pay them directly, what's included in that fee, and what extras (visa assistance, travel insurance, transfers) might cost more. Ask: does the fee change if you adjust the trip closer to departure?

Questions about protection and practicality

"What happens to our money if you go out of business or something goes wrong with a booking?"

Ask them to show you their financial protection or licence. Check they're registered with the relevant industry body—ask for their registration number. Don't just take their word that they're "insured." A solid answer includes specifics about how your deposit and final payment are held, whether through a trust account or insurance scheme. If they're evasive, that's a hard no.

"Show me an example of an itinerary proposal you've sent a recent client."

You're not asking for someone else's private trip details—ask them to blank out names and prices, or describe one in general terms. What you want to see: is it detailed or vague? Does it show day-by-day activities, accommodation names and addresses, pickup times, what's included in each booking, cancellation policies, and how long the agent took to arrange it? A weak proposal is three bullet points and a price. A strong one is a document you could follow even if the agent disappeared.

"Have you been to these places, or have clients done these things before?"

Experience matters. If they've visited the destination or have recent client feedback, they can answer your specific questions—how long the drive really takes, whether that restaurant is actually good, what the weather was actually like. If they're pulling everything from websites and guidebooks, they're a planner, not a guide. Ask: can they connect you with a past client, or share what their recent travellers said about the places you're going?

Listen for confidence, not pitch. A good agent asks you as many questions as you ask them. They want to know your budget, your pace, whether you like structure or freedom, what could go wrong for you (young kids, mobility needs, dietary restrictions), and what would ruin the trip. That's how they spot risks early and design something that actually works for your life.

Once you've found someone who answers clearly and thinks like a problem-solver, Strove can help you check their credentials and read what other travellers experienced with them. That's your final safety net before you commit.