Questions to ask before an agent books flights for you

The difference between a flight booking that runs smoothly and one that unravels often hinges on five minutes of direct questioning before you hand over money. Most travellers assume agents know their job and book accordingly, but gaps in communication—about what you're actually paying for, who covers what if things break, or whether the agent has even checked seat availability—are where real regret lives. The script below is designed to cut through politeness and get honest answers.

Does the quote include everything I'll actually pay?

This is where vagueness tends to hide. A good agent will itemise: flight cost, taxes, levies, booking fees, and any seat or baggage charges you've requested. They'll tell you the exact total in rand before you commit, and confirm whether you're paying them directly or if they're invoicing you after ticketing.

An evasive answer sounds like "the airline charges are subject to change" or "we'll confirm the final price later". Those aren't answers. Neither is "it depends on the payment method"—a transparent agent splits that information upfront. Ask directly: "If I book today, what will I pay on the day of purchase, and will anything else be added?" If they cannot give you a single figure with explanation, that's a red flag.

Some agents bundle travel insurance or add optional services into the quote without naming them separately. Confirm you understand what is compulsory (the flight) and what is optional (insurance, visa services, transfers). You want to know the base cost before add-ons.

If something breaks—weather, a cancellation, a mistake—who pays for what?

This question rarely gets asked and almost always should. Suppose the airline cancels your outbound flight; does the agent rebook you free, or do you pay a rebooking fee? If you change your mind three days before departure, what are the cancellation terms—agent's policy versus airline's policy? These are not the same thing.

A competent agent will distinguish between airline-issued rules (which they cannot override) and their own process (which they can explain). They'll tell you: "If the airline cancels, they rebook you at no extra cost—that's law. If you cancel, the airline fee is X; my cancellation fee is Y." They'll also clarify grey zones: if the airline rereleases your seat because you missed check-in due to a traffic jam, that's typically on you, not them.

If the agent says "we'll sort it when it happens", that is not reassuring. You need to hear the actual path: "I'll contact the airline immediately, request a rebooking on the next available flight, and follow up with you by phone and WhatsApp." Vagueness here often means they haven't thought it through, or they're hoping you won't ask again.

Can you show me that the seats and routing actually exist?

Some agents quote flights that look perfect but turn out not to be available once payment clears—or they've quoted you a seat that was already sold. Before you pay, ask the agent to send you a screenshot of the booking system showing the flights, seat numbers, and availability status marked in real time.

This is standard practice. If an agent says "I'll secure it once you pay" rather than "here's your seat, here's the confirmation number", you are taking a risk. Legitimate agents pull the booking from the airline system and show you proof. You should see the flight number, departure time, seat row and letter, and the airline's name—not just a summary.

Also ask: if my preferred seat sells out between now and when I pay, what happens? A good answer is "I'll allocate you an alternative at no extra cost and notify you immediately." A non-answer means they haven't committed to keeping you informed.

How will I receive my tickets, and when?

Ticketing timelines vary. Some agents email your e-ticket hours after payment; others batch them at the end of the day. Some require full payment before ticketing; others ticket and invoice later. Ask when you'll receive your actual ticket (the document with the airline confirmation number), and confirm it'll arrive via a method you check regularly.

Also ask: what happens if I need to print my ticket or use it offline—will you send me a PDF? What's your backup if my email bounces? These questions sound minor but matter hugely when your flight is tomorrow and you cannot locate your confirmation.

Finding a travel agent who answers these five questions without deflection is rare enough to be worth noting. It signals someone who has thought about risk, communication, and your actual experience—not just the transaction. Strove's verified flight and accommodation agents have been vetted and reviewed by real customers, so you can read how others experienced their clarity and follow-through before you decide.