Hidden Gems and Secret Spots: The Local Knowledge AI Will Never Have

Why Human Expertise, Personal Advocacy, and Real-World Experience Still Outperform Algorithms in Travel Planning

 

Written By: Tom Ogg, Co-Founder and Co-Owner – Travel Professional NEWS

 

2026 promises to be a great year for travel agents. Selling travel has always been about personal knowledge and service and with the explosion of AI agents and chatbots, personal service becomes a tidal wave of difference between travel agents and algorithms.

 

In an era where we’re expected to be our own mechanics (thanks, YouTube tutorials), our own therapists (thanks, podcasts), and our own personal chefs (thanks, meal kit subscriptions), there remains one delightfully antiquated luxury that some refuse to surrender: the travel agent.

 

The Personal Touch You Didn’t Know You Needed

Picture this: Instead of spending eleven hours across four evenings comparing hotel reviews written by people whose idea of “dirty” is a single hair on a pillowcase, you make one phone call. Only one, and a real human voice answers. That human has current knowledge about Cancun. “Oh no, sweetie, not that resort,” your travel agent Brenda will say with the confidence of a woman who has seen things. “The swim-up bar is next to the kiddie pool. Trust me on this.” You will trust her because Brenda has saved you from booking a “romantic getaway” next to a waffle station frequented by sugar-loaded seven-year-olds at 6:47 AM daily.

 

The modern traveler is expected to be part software engineer (navigating booking sites), part lawyer (reading cancellation policies), and part prophet (predicting which airline will still exist when your travel dates arrive). Meanwhile, travel agents have mastered the ancient art of doing literally all of this while you eat a sandwich.

 

They know things. Arcane things. Like which travel insurance actually covers “I changed my mind because Mercury is in retrograde” and which European hotels have American-style ice machines. These are the keepers of forbidden knowledge.

 

When Things Go Sideways

Here’s where travel agents truly earn their keep. When your flight gets canceled at 11 PM and the airline’s hold music becomes the soundtrack to your existential crisis, your travel agent is one text away. While you’re stress-eating airport Pringles, Brenda is somehow getting you rebooked on a flight that doesn’t technically exist yet.

 

Try getting that level of service from Expedia’s chatbot. “I understand you’re frustrated” doesn’t hit quite the same as Brenda saying, “Oh, hell no, Delta did what now? I will get you rebooked immediately”

The Itinerary: A Bound Document of Dreams

Travel agents don’t just email you a confirmation number and wish you luck. They create *itineraries*. With headers and day-by-day breakdowns including hotel, dining, sightseeing and activities suggestions. They will also include maps, driving times and graphics. It’s like receiving a dissertation on your own vacation, complete with restaurant recommendations and the exact coordinates of the hotel’s “quiet pool.”

 

You’ll never read 80% of it, but the sheer weight of the document in your hands (yes, they’ll print it) provides a comfort that no smartphone screenshot can match.

The Human Element

In a world increasingly mediated by algorithms and bots, there’s something revolutionary about calling someone and saying, “I have seven days, medium-level adventurous, hate bugs, love carbs, what should I do?” and having them respond with actual enthusiasm rather than trying to sell you a timeshare.

 

Your travel agent remembers that you mentioned your fear of dolphins during your 2019 Bahamas trip planning. Your travel agent knows you’re lying when you say you’re “flexible” about accommodations. Your travel agent will absolutely judge your choice to take a cruise but will book it anyway because they respect your autonomy, even when you’re wrong.

 

The Price Is Right (Probably)

“But I can find cheaper deals online!” you cry, having spent six hours discovering a rate that’s $43 less than the agent’s quote. Congratulations. Your time is worth $7.16 per hour, apparently. Meanwhile, the travel agent found you the same room with breakfast included, late checkout, and a bottle of wine waiting in your room because they called their “contact” at the resort.

 

The price that the travel agent offers you is so well worth the cost. Let’s say your spouse gets ill on your vacation and needs to get home. A simple call to Brenda will arrange that. God forbid anything happens that is more serious and you need immediate medical transportation, a call to Brenda and she handles it. Flight cancellations, hotel or resort closures or disasters, lost documents, wallet or phone, just call Brenda.

 

As we barrel toward a future where AI will probably book our vacations based on our web browsing history and the tone of our recent emails, let us take a moment to appreciate the travel agents among us. They are the last line of defense between you and booking a “charming rustic cabin” that turns out to be a shed with a strong WiFi signal.

 

So the next time you’re about to open seventeen browser tabs to plan a trip, consider this: What if you just… called Brenda instead? She’s waiting. She has opinions about Lisbon. You need to hear them. Is your choice personal service, or an algorithm?