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I'm a luxury travel agent for the ultra-wealthy. I've been doing this for 40 years, and I haven't seen anything like this in terms of chaos.

• Stacy Fischer Rosenthal is the president and owner of the luxury travel agency Fischer Travel.
• She says she's never seen flight delays and cancellations at this magnitude before.
• COVID-19 is still an issue, too, and she deals with around three positive cases per week.

This as-told-to essay is based on a conversation with Stacy Fischer Rosenthal, the president and owner of luxury travel agency Fischer Travel who's been in the business for 40 years. The following has been edited for length and clarity.

I've been doing this for 40 years, and I've not seen anything quite like it in terms of chaos.

COVID-19 has left long-term negative effects on all aspects of travel: Airlines are dealing with staffing issues, hence the cancellations, and there's a huge shortage in general in the hospitality business – hotels, restaurants, guides, drivers, and greeters. The demand for travel is there — there's just a shortage of supply.

We are accustomed to delays and cancellations, but never at the magnitude we're experiencing. The reason people come to us is they want to feel taken care of, to have flexibility, and to have options.

Recently, my team planned an independent trip for a new client

We arranged French lessons for her in Provence, hiking and biking guides, and people to have dinners with her for casual French conversation. Then, after two days, the hiking and biking trails were closed because of the heat, so she decided to just go to Paris instead.

I felt bad for the providers that we found, but understood that she would rather be in a city, and be inside and have a museum experience. And so now we're crafting this completely different itinerary for her for Paris; we arranged chocolate-making and croissant-baking classes, and professional shoppers to take her out for a day of fashion, and we were able to curate this with just two days' notice.

Pre-COVID-19, people traveled for maybe a week to 10 days. What we're seeing now is families and multi-gen people traveling for four to eight weeks this summer.

The intensity of planning a trip of that magnitude is huge. Sometimes when they are leaving, we don't even have the back end of the trip completed yet because we're still waiting for answers from the client, and waiting for confirmations from suppliers because everyone is so delayed. Even in the very best hotels anywhere in the world, concierges are short-staffed.

Lost bags are also a huge issue that's more prevalent than ever before

On another recent trip, a client's daughter, who is an equestrian, traveled from London City Airport to Nice, and checked her medication and equestrian equipment. Her bag didn't make it to Nice and it was the week of the Queen's Jubilee.

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She was offering a £5,000-reward for the bag. We sent people to both airports and nobody could find it. That was on Monday. On Tuesday, when they hadn't recovered the bag, I thought, what if we pack another bag in New York and we fly it to Nice.

I couldn't spare an employee, so I called a friend of mine. The client's assistant packed the bags in New York, I had a driver pick up my friend from New Jersey, and she boarded a 7 p.m. United flight out of Newark. A driver met my friend in Nice and they delivered two bags to the Hotel du Cap-Eden-Roc. My friend spent two nights in Nice, then flew back on Friday.

She literally dropped everything to get on that plane, and our client's daughter had her riding things and medication on Wednesday.

COVID-19 is still an ever present issue, too

At least three times a week, there's a 411 about somebody needing to get off a yacht, or get staff off the boat, or get new staff in, because somebody got COVID-19.

We had a new client who was at a bachelorette party on Exuma in the Bahamas in May when she tested positive for COVID-19. Her parents called and wanted to get her home — otherwise she had to go to a quarantine hotel in Exuma for a week. I remembered reading something about the Rosewood Baha Mar flying people home if they were positive, so I called the managing director, and within three hours we had her on a private plane to Miami, through Trinity Air Ambulance, for $15,000.

Having a human travel agent right now is more important than ever

We have amazing relationships to get things done correctly. We're overseeing every move our clients make, checking them in, facilitating the greeter, car, and driver, plus constantly monitoring any airport shutdowns, flight cancellations, and entry and exit requirements. It's an ongoing process of reconfirming two or three times to ensure everything goes smoothly.

We are the one point of contact for the whole trip and we don't pass that off to other people. If there was one thing I'd love to change, it would be that the service levels would be back and the response time would be a lot faster.

We're seeing the most interest in Europe right now. Not that people didn't go the last few years, but it's so popular right now and people are missing it. Big families are traveling for weeks at a time to one or multiple destinations. It's not just getting the villa, it's staffing the villa and providing the sightseeing, activities, restaurants, etc. There are so many different facets to every trip.

Creating magical, memorable moments is the best part of our job. Travel is not one size fits all. I try to stay in the moment, and welcome the new business and welcome the challenges and opportunities. We're working so hard and when people appreciate what we're doing for them, there's nothing like that.

We've been hiring because of the demand and we know that it will take time for people to learn our business

I just hired five students coming out of amazing colleges like the Cornell University School of Hotel Administration.

I look for a passion, listening skills, and openness to being creative. Obviously, you have to be very detail-oriented, too and you have to come in with a very open mind to work on a team because that's how you'll be successful here. We're all bringing our skill sets and travel knowledge into the equation to help our clients.

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• July 23, 2019

Travel Agents Are Back: Here Are Expert Companies Ready to Craft Your Dream Trip

• By Jackie Caradonio

Sometimes it’s best to leave it to the experts.

It’s official: Internet booking sites are the worst. Which means travel agents are back in a big way, to such a degree that the crème de la crème among them are so selective that they’ll work with only a small group of card-carrying members.

We talked to the top dogs at four very different membership travel companies to find out what kind of VIP hook ups they’ll get you—and how much hand-holding you can expect along the way.

Fischer Travel

The Gist:  Founded almost 54 years ago by her father, Bill Fischer—who got his clients into sold-out spots like the Hotel du Cap in Antibes in the ’80s—this family-run business is as exclusive as a club gets. “We have a very serious vetting process,” says Fischer Rosenthal.

The Membership:  You might want to sit down for this: a $100,000 initiation fee, plus an annual $25,000 renewal fee, plus service fees for all trip planning. And that’s only if you’re accepted. Right now, Fischer has just 175 members.

The Claim to Fame:  One-on-one tennis lessons with John McEnroe, a private tour of the Egyptian pyramids, Christmas dinner cooked by a Michelin-starred chef—you name it,  Fischer Rosenthal  can do it. If she told us her team could move mountains, we’d almost believe her.

Hand-Holding Quotient:  Next-level. “My clients will never check in at a front desk, they will never fill out any forms, they will never have a moment when their trip isn’t absolutely seamless.”

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