On Alert

State Department warnings need to be communicated to clients — especially those traveling with families. // © 2010 Alija

According to a recent survey conducted for the U.S. Travel Insurance Association, 60 percent of Americans say that safety and security concerns would influence their choice of an international travel destination. So what is the agent’s responsibility when a client wants to take his or her family to a foreign destination that has an official U.S. State Department warning or alert?

“It really depends on what the warning says,” said Chanchai Doungjit, director of the Tourism Authority of Thailand for the Western USA and Central and South America.

Earlier this year, after political protests took place on the streets of Bangkok, the U.S. State Department issued a Travel Alert for Thailand. So was it irresponsible for travel agents to send clients — especially those traveling with families — to Thailand?

“In the case of Thailand, all the problems were in the central Bangkok area, so most folks who went to Thailand anyway just avoided central Bangkok and … experienced no problems at all,” Doungjit said. “You must consider all warnings and advisories as part of your decision process when planning travel, but it should not be the only consideration in your planning.”

Marianne Braly is owner of Now Voyager Travel in Huntington Beach, Calif., an agency that specializes in travel to Mexico. As most travelers know, Mexico has seen its share of recent security concerns.

“A travel agent has a responsibility to be informed about all popular destinations — not only the hotels and excursions, but State Department warnings, economic conditions, weather and so forth,” Braly said. “I have sent families to destinations, despite State Department warnings, without any negative consequences, but I made sure to inform the family and let them make the final decision.”

“Each client needs to make their own decision based on information provided to them,” agreed Eric Maryanov, president of Los Angeles-based All-Travel.com. “As an agent looking after their overall best travel interest, it is our obligation to share with clients any information we may know regarding a State Department warning.”

Travel suppliers also have a vested interest in making sure an agent’s clients make an informed decision.

“The decision whether or not to visit a particular destination must always be in the hands of the traveler,” said Steve Gorga, president of wholesaler Travel Impressions. “We must be careful to simply provide the information, not to advise.”

Doungjit pointed out that the national tourism offices (NTO) are often good resources for agents as well.

“Yes, our role is to promote travel to our country, but it does the NTO no good to ignore situations that may cause a problem for visitors,” he said. “We tell agents the truth as we know it, and our information is coming directly from people on the ground in the country.”

When clients decide to go ahead and visit a country with a travel warning or alert, travel insurance and supplier-based travel protection programs become especially important.

“At Travel Impressions, we make agents aware of the importance of offering our Cancel for Any Reason Waiver to their clients,” said Gorga, “so that, if any situation arises prior to departure that causes concerns, their clients have the option of changing their travel plans.”

Maryanov pointed out that the agent needs to make sure that he or she is protected in all cases as well.

“Third-party travel insurance should be offered for all travel,” he said. “And when a State Department warning is involved, the client should sign a waiver of liability. If insurance has been declined, that should be spelled out in writing from the client as well."