Coping during COVID-19
This week Travel Courier checks in with TravelOnly’s Holly McBean, who spent 20 years as a storefront agent before being home-based. Although she’s incurred a few major company bankruptcies during her career, she says nothing has affected the industry like COVID-19.
What has it been like being a travel advisor over the past few months?
It has been a whirlwind of cancellations, changes within the companies we work with and clients who prefer refunds over future travel vouchers. The unknown of the disease and its magnitude to shut down the world has caused a lot of concern for travelers in general. I have a large book of business which affected everyone and also been assisting with other co-workers files as I also am VP of Training for TravelOnly.
How has this impacted your business and bookings?
Overall, I have lost two years’ worth of commission. Many were allowed refunds and I do not expect those clients to travel. I am hopeful that we can start to move forward and book clients who have future travel vouchers soon.
What do you miss about travelling?
I have not had a lot of time to think about what I miss about travelling personally. My main focus has been on my clients and our TravelOnly advisors clients at this time. We do have a number of future travel credits with airlines, cruise lines and tour operators as we should have travelled a few times by now.
Holly McBean, Travel Expert & VP Training, TravelOnly
“I want to encourage all of the great advisors who are still working with clients and files to keep up the great work! Do some things you have been wanting to do with family, take in some local sites or take a fam, watch some special interest webinars and recharge as we know our clients will be looking at us to assist with their travel needs soon!“
There’s been a lot of talk about the domestic market recovery first. Are you doing anything to grow your business this way?
Yes, within Canada we have been posting internally for our advisors all of the options available and our team just held a webinar last week with a number of our suppliers showcasing the many options they have available for all of us to sell. Social media has been the best avenue for all of us to get the message out and I do have a few fall bookings for Canadian packages plus had a number of flight bookings and inquiries. I am also posting the protocols for the islands currently opening to obtain a comfort level within my client database. Many quotes have been sent since these have opened up.
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?
Being home based has given us the opportunity to show our value as travel advisors. We have been there for our clients-days, nights, weekends, holidays and I know they are grateful knowing that have been available for them. There have been many publications on how clients were assisted during the crisis and I believe they will remember the value that advisors were able to assist. ACTA also provided some great social media items for the industry to use.
Do you have any strategies to get through the next few weeks/months?
My strategies have always been to keep current by reading emails and publications, take webinars and learn about every companies’ cancellation and rebooking policies. I have files and spreadsheets to keep organized and ready. Keep in contact with your clients as they appreciate knowing you are thinking about them and offer any tidbits of upcoming openings of countries so they are ready to rebook.
How has travel impacted your own life?
The travel industry has been good to me for 41 years and counting. Through the good and bad, I always feel grateful for all of the wonderful destinations I have been able to travel to and experience and all of the wonderful people along the way. This crisis has kept me extremely busy but always optimistic and looking forward to assisting my clients and travelling again myself in the future. Rebuilding my business will be my focus and ensuring my co-workers have the guidance and assurance needed to continue on the same path.
Do you have anything to add?
I want to encourage all of the great advisors who are still working with clients and files to keep up the great work! Do some things you have been wanting to do with family, take in some local sites or take a fam, watch some special interest webinars and recharge as we know our clients will be looking at us to assist with their travel needs soon!
