When planning a dive trip, the way you book can shape the experience as much as the destination itself. Today’s travellers can choose from three main booking paths: working with a dive travel agent, booking directly with the operator, or using a third-party online platform like Booking.com. Each has its advantages and disadvantages, both for the guest and the operator. Understanding these differences is vital in an industry where trust, detail, and service quality are everything.
Dive Travel Agents: Expertise with Layers
For guests:
Dive travel agents bring real value to divers tackling complex itineraries. They can piece together multi-airline routes, arrange transfers, and bundle accommodation with extras such as equipment hire. Their knowledge of dive destinations helps match travellers with the right liveaboard or resort based on experience level, budget, and travel goals. Many agents also offer travel and dive insurance, giving guests a sense of “one-stop” convenience.
For operators:
Agents expand reach into markets that might be difficult to access independently. However, commissions reduce margins, and communication can become layered. A guest’s question often needs to travel from guest → agent → operator → agent → guest, which delays responses and sometimes leads to duplication when the guest contacts the operator directly. Insurance sold through agents also introduces complexity: while agents can sell policies, they are not insurers, so operators often face frustrated guests when claims must be handled elsewhere.
Direct with Operators: Clarity and Accountability
For guests:
Booking direct provides clarity, faster responses, and a stronger sense of accountability. Without an intermediary, questions are answered directly and issues are usually resolved more quickly. While operators typically do not book international flights, many will advise on the best routes, timings, and what to avoid. Their real strength is from the moment a guest arrives—arranging airport shuttles, coordinating transfers, and offering local recommendations. Operators also guide divers on specialist cover, such as mandatory dive insurance, to ensure guests are compliant and protected.
For operators:
Direct bookings save commission costs and allow them to build stronger relationships with their guests. They also reduce miscommunication, as all details are agreed firsthand. At Solitude Liveaboards and Resorts, for example, a dedicated reservations team supports direct bookers from the first enquiry to the last transfer, ensuring that no detail is missed. This level of personalised service transforms booking direct from a transactional process into a relationship built on trust.
Third-Party Platforms: Convenience at a Cost
For guests:
Platforms such as Booking.com, Agoda, and Expedia have become popular for their convenience. They allow instant comparison, highlight last-minute deals, and integrate extras like taxis, car rentals, and attractions. For many travellers, the user-friendly interface feels seamless. Yet, dive-specific needs—such as equipment hire, transfer timings, or diving prerequisites—are often overlooked or poorly communicated. Refunds and claims can be slow, as the platform stands between guest and operator. Loyalty programmes may seem appealing, but benefits often don’t apply to all bookings, and guests may discover they do not qualify for perks at the property itself. Customer service is also limited, often leaving guests redirected to the operator, who may be unable to assist due to third-party restrictions.
For operators:
While third-party platforms provide reach and visibility, they come with high commissions—often higher than traditional agents. Listings tend to be stripped back to generic accommodation details, leaving little space to highlight unique dive experiences or safety requirements. Operators risk being reduced to “just another listing” in a crowded marketplace. Worse, when issues arise, operators often need to “save face” and resolve guest frustrations caused by the platform, even when the problem lies outside their control. Even operators themselves may struggle to reach responsive customer support within these platforms.
Quick Comparison: Pros and Cons
| Booking Path | Advantages | Disadvantages |
| Dive Travel Agent | • Expertise in complex itineraries • Bundled packages with flights & transfers • Personalised destination knowledge • Insurance options and backup support | • Commission fees reduce margins • Slower, layered communication • Insurance claims must be handled directly with insurer • Accountability can blur between parties |
| Direct with Operator | • Faster, clearer communication • Stronger operator–guest relationship • Quicker resolution of issues • Local transfers and in-country support• Specialist advice on dive insurance • No commissions | • Operators rarely book flights • Guest must handle international routing • Policies may be stricter than OTAs |
| Third-Party Platforms | • Quick, familiar comparison tools • Highlight last-minute deals • Integration with taxis, cars, attractions • Loyalty programmes across multiple brands | • Very high commissions • Limited dive-specific detail • Refunds/claims slow to resolve• Loyalty benefits often restricted • Weak customer service • Operators left to resolve third-party mistakes |
A Balanced Approach
There is no single best path. Agents bring reach and expertise, direct bookings provide clarity and accountability, and third-party platforms capture travellers who value convenience. The strongest dive operators embrace balance.
At Solitude Liveaboards and Resorts, guests can choose the booking path that suits them best: either direct through a reservations team for a personalised, accountable experience, or through trusted agents for complex itineraries and bundled support. By offering both, Solitude ensures divers never have to compromise.
In the end, the measure of success in dive travel isn’t which channel is used, but whether the guest feels supported, informed, and confident from booking through to first descent.