Coping During COVID-19:
This week Travel Courier checks in with Jill Fost, owner of Custom Adventures in Burlington, Ont., who along with juggling COVID-19 related challenges to her business is also taking on the role of homeschooling and entertaining her two kids in the process.
Tell us a little bit about what it’s been like being a travel agent over the past month?
The past month has been busy in so many different ways, mostly because I went from a crazy busy travel agent to a travel agent that became very well versed in viruses, travel restrictions, cancellation insurance, and everything in between. I went from designing amazing adventures for clients to flushing all their hopes and dreams and money down the toilet along with the time it took me to create it. I have two littles at home too, so outside of figuring out how to navigate these new travel world waters, I have also been busy with homeschooling and entertaining my kids.
How has this impacted your business and income?
At first, I was hopeful that I was only going to lose a few months worth of salary, but as time went on, I am now coming to terms that this is going to be a long ride. I am 100% commission and like most travel agents, you do not get paid until the client travels. All that works goes into that booking six months, or perhaps longer before they go.
It was a hard day when I had to cancel all of my clients for the rest of the year and watch my whole salary go down the tubes. The good thing is that I have little overhead, so I am confident my company will be okay through all of this.
Do you have an example of a particular client affected by the developments?
So many! I specialize in designing unique custom trips to far reaches of this world. All of my clients had one of a kind dream adventures booked. It was heart-wrenching telling them they couldn’t go and I don’t know when they can. Because of the uniqueness of my product, it doesn’t come with standard booking conditions as each file is unique. So, I was not able to recover or even give credits to some clients who were due to depart right away.
Have you had a client or supplier do something nice for you during this time?
Yes! I am so grateful to both. The day Trudeau made travel not-essential, I had a client surprise me with a lovely care package full of junk food and wine. I cried at the door. Also, due to a cancellation, I came across a mistake that I had made months before that ended up costing me a considerable amount of money. I spoke to the supplier I booked the trip with about the error, and they were kind enough to cover it for me. It was a massive blow for me, so I am forever grateful to them.
At first, I was hopeful that I was only going to lose a few months worth of salary, but as time went on, I am now coming to terms that this is going to be a long ride. I am 100% commission and like most travel agents, you do not get paid until the client travels. All that works goes into that booking six months, or perhaps longer before they go. It was a hard day when I had to cancel all of my clients for the rest of the year and watch my whole salary go down the tubes.
Jill Fost
owner, Custom Adventures
Do you have any strategies to get through the next few months?
I plan to take a bit of time and enjoy the time I have with my kids. It’s been a great silver lining. When it’s time to turn the business into high gear again, I will be ready for it!
If there’s one positive thing that’s come out of this, it’s been that people have seen the value of using a travel agent firsthand. Do you agree?
Oh yes. For sure! Also, to purchase travel insurance through your travel agent and not your own private provider. I have seen such a huge benefit to my clients who purchased my insurance over using their own provider.
Do you have any advice for other agents during this time?
Hang in there. We are all in this together. Most have no doubt been laid off, but when things pick up, jobs will come back.
What do you miss about traveling?
Just to travel. I had a trip to Iceland booked for March, and to Cuba in April and both were cancelled. I have not been to either country, so it was really sad not to be able to go. I am feeling the same pain as my clients. So, like the rest of us, I just need to stick to dreaming about it a little while longer.
