The DIY holiday option is attractive, but what about when something goes wrong?

The internet opened up new possibilities for holidaymakers. They could book scheduled flights at times and dates that suited them and arrange accommodation directly with the provider, potentially saving on agent’s commissions and other costs. Greater freedom, more flexibility and lower costs. What’s not to like?

The DIY holiday option is very attractive, in theory at any rate. But what happens if a flight is cancelled or delayed and you miss a connecting flight, airport transfer, or are too late to check in for your accommodation? Do you take your chances at the back of a mob of irate passengers hoping to speak to an airline rep at the airport? How do you rearrange transfers, accommodation and so on?

Tour operators and travel agents really come into their own in those circumstances.

“We have a 24/7 phone service for clients while they are travelling,” says Oroko Travel managing director Brendan Breen. “They can use that to arrange ticket changes and so on in emergency situations. We can respond immediately to get people home. Also, in the event of flight cancellations it is critically important for people to have someone to call. We are connected to all the airlines. We take over straight away and get the customer rebooked on the spot. We deal with the other end as well. We rearrange airport transfers and sort out changes to accommodation arrangements.”

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Of course, it is not only in emergency situations that tour operators score. “The personal nature of what we offer is so different to DIY holidays,” says Michelle Anderson, marketing manager with Topflight Travel Group.

“We are there throughout the process of booking a holiday, answering questions pre-travel, seeing the customer off from the airport and meeting them on arrival in the European destination and being there in the background throughout the holiday,” Anderson says.

“It is an ongoing level of support, guidance and reassurance if and when necessary. Topflight’s clients appreciate the personal touch throughout the holiday experience.”

Oroko goes the extra mile for customers, according to Breen. “We tailor make the holiday for our customers and make sure every aspect is thought of,” Breen says.

“Our concierge service contacts customers a month in advance of their holiday to offer a restaurant and activity advisory service and arrange restaurant bookings, spa appointments, kids club activities and so on – free of charge.”

And a DIY holiday may not actually be cheaper. “In some cases, the DIY option may be cheaper on a cost side but certainly not in all cases,” Anderson points out. “It is certainly not always cheaper to piece together various elements from different providers and try and co-ordinate everything, this can also be quite time consuming and when one element goes wrong within the booking this can cause huge complications, hassle and can be costly to rectify.”