Coping during COVID-19
This week Travel Courier checks in with Jeff Clarke, president of Murdoch Travel, who managed to book a destination wedding to Mexico for 2021 in the middle of the pandemic.
What has it been like running a travel business over the past few months?
As with most agents, it has been a very frustrating few months. All the hard work we did over the past year has been undone. It’s truly disheartening. I could maybe live without the commission coming in for a while, but to have all these commission recalls… life as a travel agent in 2020 has been truly miserable. I have been busy reaching out to all levels of government as well as media outlets in search of ongoing help for my business. I recently had the privilege of being interviewed live on “Power and Politics” on CBC, about the federal governments announcement of the extension of the Wage Subsidy. I have been fighting to get better access to Rent Assistance.
How has this impacted your business and bookings?
The impact has been astronomical. I had to make the gut wrenching decision to lay off some of my staff and cut hours drastically. Phones are eerily quiet. Bookings have started to come in, in drips and drabs. I have booked one destination wedding to Mexico for 2021 in the middle of all of this, so there is hope.
What do you miss about travelling?
I really miss the excitement and anticipation of what the trip is going to be. Getting to meet new people and trying new experiences. I really miss the rest and relaxation of a great all inclusive.
Jeff Clarke,
President
Murdoch Travel
“As with most agents, it has been a very frustrating few months. All the hard work we did over the past year has been undone. It’s truly disheartening. I could maybe live without the commission coming in for a while, but to have all these commission recalls… life as a travel agent in 2020 has been truly miserable. I have been busy reaching out to all levels of government as well as media outlets in search of ongoing help for my business.“
There’s been a lot of talk about the domestic market recovering first. Are you doing anything to grow your business this way?
I have been trying to expand into travel within Canada over the past few years, so now I’m glad we did. The lion’s share of our business is still tied to travel outside of Canada, however. Air Canada Vacations’ Canada program is something we are going to focus on going forward. I will also be curious to see how the local bus tour companies like Great Canadian Holidays and Hanover Holidays come back. I think they will be able to bounce back with their Canadian programs and I hope to contribute to their success.
If there’s one positive thing that’s come out of this, it’s been that more people have seen the value of using a travel agent firsthand. Do you agree? How can agents spread the word or take advantage of this?
Yes, I think our value has been highlighted during the mess. One of my agents waited on hold for Westjet Vacations for over 12 hours this past March. The clients were very grateful for her patience and so was I. I have an awesome team! We have had numerous calls where someone has booked elsewhere online and haven’t been able to get through. I tried to help as much as I could but at the end of the day they had to keep trying that company. I think reminding people of these types of stories will go a long way to reminding consumers of the value of a travel agent.
Do you have any strategies to get through the next few weeks/months?
Does booze count? All kidding aside, no, not really. I am just taking it one day at a time. I am dealing with refunds (or lack of refunds) as they come. I cannot change our situation, so I am just trying not to add to the mess. I will continue reaching out to the different levels of government, rallying for support for my business and the industry in general. I am continuing to post on social media to get the message out that we’re still here for our clients, ready to help.
How has travel impacted your own life?
Oh boy is that a loaded question! This was supposed to be my year to travel. I had three weeks in Peru booked (including a few nights in a treehouse), ten nights in a swim up room in Mexico, a couple fams booked, and a trip to Montreal for the Travel Savers Owners Retreat. All of them have been cancelled. It is going to be fun trying to use up all the credits I have with the airlines. Again, I miss the excitement of travelling and making memories.
Do you have anything to add?
Yes, I am a firm believer that we WILL get through this. We just need to hold on. People love to travel and explore, that will never go away. Once the restrictions are gone, I think we will be going crazy trying to get people outta here!
