So, what does a travel agent do? A travel agent plans, books and manages travel on behalf of clients. They find out what a traveller wants, research the options, put together holidays and travel arrangements, take payment and look after the client before, during and after the trip. Most travel agents earn their income through commission from the suppliers they book with, and many also charge service fees.
The job looks quite different depending on where you work. A consultant in a high-street branch, an agent in a contact centre and an independent travel agent working from home all carry out the same core tasks, but the balance between them changes. In this article I answer the question ‘what does a travel agent do?’, walk you through a typical day, and outline the skills you need if you are thinking about doing the job yourself.
- What does a travel agent do? A quick definition
- What does a travel agent do? 12 essential tasks
- 1. Find out what the client really wants
- 2. Research destinations and products
- 3. Build and price itineraries
- 4. Make the bookings
- 5. Take payments and manage deadlines
- 6. Explain financial protection
- 7. Advise on passports, visas and entry rules
- 8. Recommend extras
- 9. Handle changes, cancellations and refunds
- 10. Support clients while they are away
- 11. Find new clients and market the business
- 12. Keep learning
- What does a travel agent do all day? A day in the life
- What does a travel agent do in different types of agency?
- Skills you need to be a good travel agent
- How much do travel agents earn?
- Is being a travel agent a good job?
- How to become a travel agent
- Final thoughts
- What does a travel agent do: FAQs
- What does a travel agent do: further reading
What does a travel agent do? A quick definition
A travel agent is an intermediary. They sit between the companies that provide travel products (known as principals or suppliers, such as airlines, hotels, cruise lines and tour operators) and the people who buy them. In the chain of distribution, the travel agent is the retailer: they do not usually own the holiday, they sell it on behalf of the supplier.
It helps to separate the person from the business. This article is about the role of the individual travel agent. If you want to understand how a travel agency operates as a business, including how it makes money and how it is structured, read what does a travel agency do. There is also a full breakdown of the different types of travel agents.
So what does a travel agent do that people value? Quite a lot. According to ABTA’s Holiday Habits report 2025-26, around a third (34%) of UK holidaymakers used a travel professional to book a holiday in the previous 12 months. The most common reasons were ease of booking (57%), saving time (42%) and value for money (39%).
What does a travel agent do? 12 essential tasks
Whether you work for a large chain or run your own business from home, the answer to ‘what does a travel agent do?’ comes down to these 12 tasks, which make up most of the working week.
1. Find out what the client really wants
Every booking starts with a conversation. A good agent asks about budget, dates, who is travelling, what the client enjoyed (or did not enjoy) on previous trips, and anything that might affect the booking, such as mobility needs, dietary requirements or a fear of flying. This is where agents add the most value, because a client who says they want ‘somewhere hot in October’ may be much happier with a destination they had never considered.
2. Research destinations and products
Agents compare destinations, hotels, flights, cruises and tours to find options that match the brief. Product knowledge is a big part of the job. The more an agent knows about resorts, room types, airlines and suppliers, the faster and better their recommendations become.
3. Build and price itineraries
For a simple beach holiday this may mean comparing a few package holidays. For a multi-centre trip, honeymoon or group booking it can mean building a tailor-made itinerary from separate flights, transfers, hotels and excursions, then presenting clear quotes the client can compare.
4. Make the bookings
Once the client is happy, the agent books everything through supplier websites, tour operator booking systems or a global distribution system (GDS) such as Amadeus, Sabre or Travelport. You can read more about how these work in this guide to airline reservation systems. Accuracy matters: a misspelt name or the wrong date can be expensive to fix.
5. Take payments and manage deadlines
Agents take deposits, chase balance payments and keep track of supplier deadlines. Missing a balance date can mean a booking is cancelled, so good organisation is essential.
6. Explain financial protection
Clients want to know their money is safe. In the UK, agents need to explain how a booking is protected, for example through ATOL for flight-inclusive packages or through an organisation such as ABTA. Independent agents usually rely on the protection provided by their host agency or the suppliers they book with.
7. Advise on passports, visas and entry rules
Agents are expected to point clients towards the correct entry requirements, passport validity rules, visas and travel authorisations, as well as official advice such as the UK Foreign, Commonwealth and Development Office foreign travel advice. The client is responsible for their own documents, but a good agent makes sure they know what they need.
8. Recommend extras
Transfers, excursions, airport parking, lounges, car hire and travel insurance all improve the trip and add income for the agent. These ancillary services are an important part of how agents make money, but the best agents only recommend extras that genuinely suit the client.
9. Handle changes, cancellations and refunds
Plans change. Agents amend bookings, process cancellations, deal with schedule changes made by airlines and help clients claim refunds or rebook when things go wrong. This side of the job is less glamorous, but it is where clients learn whether their agent is worth using again.
10. Support clients while they are away
If a flight is cancelled or a hotel is not as described, the client will often contact their travel agent first. Agents liaise with suppliers to put things right, which is one of the biggest advantages of booking with a professional rather than booking everything separately online.
11. Find new clients and market the business
Agents in branches and call centres are usually set sales targets. Independent agents have to find their own customers through social media, email marketing, networking and referrals. If this is the part you are most worried about, read how to find clients as a travel agent.
12. Keep learning
Travel changes constantly. Agents complete supplier training, attend webinars and trade events, and go on familiarisation trips (often called fam trips) so they can sell destinations and products with first-hand knowledge.
What does a travel agent do all day? A day in the life
If you have ever wondered ‘what does a travel agent do all day?’, here is an example of what a typical weekday might look like for a home-based independent travel agent. An agent in a branch will follow a similar pattern, with more walk-in customers and set opening hours.
- 8.30am: Check emails and messages from clients and suppliers, and deal with anything urgent, such as a flight schedule change.
- 9.30am: Chase two balance payments that are due this week and send booking confirmations.
- 10.30am: Video call with a couple planning their honeymoon to discuss their budget and what they want from the trip.
- 12.00pm: Research and price three itinerary options for the honeymoon.
- 1.30pm: Complete a supplier training module on a new cruise ship.
- 2.30pm: Create social media content about a destination that is popular with your target clients.
- 3.30pm: Send quotes, follow up on last week’s enquiries and confirm a family’s booking.
- 5.00pm: Check in on a client who is travelling today and make sure their transfer is booked.
- Evening (sometimes): Reply to enquiries from clients who work during the day. Flexibility is one reason many people choose this role, but it does mean being available when clients are.
What does a travel agent do in different types of agency?
The answer to ‘what does a travel agent do?’ is broadly the same wherever you work, but your employer changes how you spend your time.
High-street travel agents
In a branch, what does a travel agent do? Branch-based agents serve walk-in customers, take phone and email enquiries, and usually sell products from their own company’s tour operator alongside other brands. Shifts often include weekends, and there are sales targets to meet.
Contact centre and online travel agents
In a contact centre, what does a travel agent do differently? Agents working for online or telephone-based companies handle large volumes of enquiries by phone, live chat and email. The work is fast-paced and often focused on converting enquiries into bookings.
Independent and home-based travel agents
For an independent agent, the answer to ‘what does a travel agent do?’ also includes running a business. Independent agents usually work under the umbrella of a host agency that provides booking systems, financial protection and training. They choose their own hours and niche, but they are responsible for finding every client themselves. The pros and cons of being a self-employed travel agent are worth weighing up before you start.
Business travel agents
In business travel, what does a travel agent do? Business travel agents (sometimes called travel management companies) organise trips for companies, including flights, hotels and meetings. The focus is on cost control, duty of care and quick changes. You can learn more about this sector in this guide to business tourism.
Skills you need to be a good travel agent
The National Careers Service lists customer service, communication and sales skills among the most important for this role. In practice, successful agents tend to have:
- Excellent customer service and listening skills
- Confidence in selling and recommending products
- Attention to detail, especially with names, dates and documents
- Good organisation, so that payment deadlines and follow-ups are never missed
- Calm problem-solving when plans go wrong
- Strong IT skills and the ability to learn new booking systems
- A genuine interest in travel and destinations
How much do travel agents earn?
Employed travel agents in the UK typically earn between around £22,000 as a starter and £34,000 with experience, according to the National Careers Service, and some roles add commission or bonuses on top. Independent agents are usually paid a share of the commission on each booking, so earnings depend on how much they sell, which products they specialise in and how established their business is.
Is being a travel agent a good job?
For people who love travel and enjoy helping others, it can be a very rewarding career. You get to use your knowledge every day, you often get access to travel discounts and fam trips, and independent agents can build a flexible business around family life. On the other hand, the hours can be unpredictable, income can be inconsistent at first and dealing with problems while clients are away can be stressful. These reasons to become an independent travel agent will help you decide whether it suits you. You can also explore other options in this list of jobs in travel and tourism.
How to become a travel agent
You do not need a degree to become a travel agent. Many people start through a college course, an apprenticeship or on-the-job training with a travel company, while others go independent by joining a host agency. My complete step-by-step guide to becoming an independent travel agent walks you through choosing a business model, training, legal requirements, picking a niche and finding your first clients.
Thinking about becoming a travel agent? Through the Tourism Teacher Careers Academy, I help new agents choose a suitable host agency, understand commission, pick a niche and plan how to find clients, with training, coaching and a supportive community.
Final thoughts
So, what does a travel agent do? Much more than make bookings, as you have seen. A travel agent listens, researches, advises, books, protects and supports their clients from the first enquiry until they are safely home. Whether you are studying travel and tourism or thinking about becoming a travel agent yourself, understanding these tasks is the first step to knowing whether the role is right for you.
What does a travel agent do: FAQs
Below are answers to some of the most common questions about what does a travel agent do.
What does a travel agent do on a typical day?
A typical day includes answering client enquiries, researching and pricing holidays, making bookings, chasing payments, handling changes and cancellations, completing supplier training and, for independent agents, marketing their business on social media or by email.
Do people still use travel agents?
Yes. ABTA’s Holiday Habits report 2025-26 found that around a third (34%) of UK holidaymakers used a travel professional to book a holiday in the previous 12 months, mainly for ease of booking, saving time and value for money.
How do travel agents get paid?
Most travel agents are paid through commission from the suppliers they book with, such as tour operators, cruise lines and hotels. Employed agents usually receive a salary plus commission or bonuses, while independent agents receive a share of the commission on each booking and may also charge service fees.
Do you need qualifications to be a travel agent?
No specific qualifications are required. A travel and tourism course, the Level 3 Travel Consultant apprenticeship or on-the-job training can help, and independent agents usually complete training provided by their host agency.
What does a travel agent do if something goes wrong on holiday?
If a flight is cancelled, a hotel is overbooked or plans change, a travel agent contacts the suppliers on the client’s behalf, arranges alternatives and helps with any refunds or claims. This support is one of the main reasons people book with a travel professional.
What does a travel agent do: further reading
If you found this article helpful, you may also like these articles:
- How to become an independent travel agent: the complete guide
- Types of travel agents
- What does a travel agency do?
- What is a host agency?
- The pros and cons of being a self-employed travel agent
- The chain of distribution in tourism
- Jobs in travel and tourism: the complete list
