One wrong click and your flight’s cancelled with no refund. A missed checkbox, and you’re stranded at immigration without a visa. That ‘comprehensive’ travel insurance? Turns out it doesn’t cover half of what you thought. For Australians, travel has never been easier to book—or harder to get right.
That’s why more Aussies are ditching DIY travel and turning to travel agents to handle the messy, complex, and unpredictable side of travel. According to Expedia’s latest TAAP Traveller Research Report, expert advice is now the number one reason Australians choose a travel advisor, with 53% citing expertise as their key motivator. But it’s not just about knowledge—agents are now playing an even bigger role in securing deals, navigating emergencies, and offering full-service travel support.
So, what exactly are Aussies asking their travel agents for in 2025? Let’s break it down.
What travellers want
Online booking platforms may have advanced, but nothing replaces human experience. With ever-changing airline policies, fluctuating prices, and new travel requirements, Australian travellers are leaning on agents to provide accurate, up-to-date information and tailored recommendations.
The top reasons Aussies use a travel agent:
- 53% want expert advice – Whether it’s choosing the best flight routes or finding hidden gem destinations, professional agents have the know-how to optimise every trip.
- 49% use agents to save time – DIY travel planning means hours spent comparing, troubleshooting, and double-checking details. Agents eliminate that hassle, handling complex itineraries, last-minute changes, and the finer details travellers don’t have time for.
- 36% rely on agents to handle travel emergencies – Flight cancellations, missed connections, and unforeseen disruptions are part of travel. Having an expert in your corner can make all the difference.
- 30% need help selecting the perfect destination and accommodation – With a wealth of options available, agents provide clarity and take the guesswork out of decision-making.
Beyond bookings: The travel extras that make or break a trip
The idea of a travel agent as just a flight booker is long gone. Australian travellers are increasingly turning to agents for travel extras like visas, insurance, and cruise bookings.
- 38% rely on agents for travel insurance policies – With fine print and exclusions getting trickier, expert guidance ensures travellers are covered.
- 37% book cruises through agents – With thousands of options available, agents help clients find the perfect cruise experience.
- 30% seek visa and passport assistance – The days of last-minute visa panics are over—agents are ensuring travellers have all necessary documentation sorted.
Why do Aussie travellers stay loyal to their agents?
Aussies love a good deal, and special offers are an even bigger factor for Australian travellers than for the global average. But while discounts and perks may encourage first-time bookings, they aren’t the main reason travellers stay loyal to their agent.
- 57% of Aussie travellers cite great customer service as their reason for loyalty.
- 53% say good communication keeps them coming back.
- 51% appreciate the exclusive deals and incentives agents provide.
This proves that while securing competitive rates is important, agents who prioritise strong client relationships and proactive service will continue to win repeat business.
The takeaway? Agents need to double down on personalisation and proactive service. A quick WhatsApp check-in before a big trip? A tailored itinerary that considers a client’s travel history? These small touches build long-term trust.
How can travel agents stay competitive in 2025?
With demand for expert-led travel planning rising, here’s how agents can solidify their role in the industry:
- Own your niche – Luxury rail journeys? Eco-travel? The more specific, the better.
- Sell personalisation, not just bookings – AI can suggest hotels, but only an agent remembers that a client prefers aisle seats and boutique stays.
- Expand beyond the basics – Visas, insurance, and cruises are becoming non-negotiables.
- Stay visible and accessible – Fast, responsive communication keeps clients coming back.
