Coping During COVID-19:
This week Travel Courier checks in with Lindsay Schile, Assistant Manager & Groups Coordinator at CM Travel in Lethbridge, AB, who had a client stuck in lockdown in Cusco, Peru before eventually getting on a government repatriation flight back to Canada.
Tell us a little bit about what it’s been like being a travel agent over the past month?
To sum it up, stressful. Our clients’ safety is first and foremost priority. A lot of time has been spent on trying to make sure clients safely made it back into Canada. But it’s not just that. It’s also taking care of clients who were supposed to be flying to various countries to enjoy their spring breaks. Supplier policies were changing hourly and trying to stay on top of it all while keeping our clients best interest at heart, was exhausting to say the least.
I had one guest that landed in Cusco, Peru on March 12. On the 15th, she was supposed to start a G Adventures tour, but was suddenly told that they had 24 hours to fly out of the country or be stuck in Peru under mandatory lockdown. On March 16, she waited at the airport for hours to try to get into find a flight to Lima that would then depart back to Canada, but to no avail. She was in lockdown in a hotel in Cusco until April 3. She was one of the lucky ones that was able to take a government repatriation flight and is now safely at home in self isolation.
How has this impacted your business and income?
It’s overwhelming. Not only have we lost business from cancellations but future income has ground to a halt. Clients are nervous to book future travel until things settle down.
Have you had a client or supplier do something nice for you during this time?
Nothing specifically but I have been lucky enough to have amazing clients that are incredibly understanding and patient as we all navigate through the supplier changes and government policies. It has definitely alleviated some of the stress.
Do you have any strategies to get through the next few months?
I think we are still in this for a while. My focus right now is taking care of current files and those that are travelling in the summer and fall.
I’m sure there are still those that would rather book travel on their own but I think after six to eight hour wait times to try and get through to certain online agencies, guests might think twice next time. I think a lot of agents have shown their worth and took the stress away from clients. This is a huge plus for our industry. Especially in these uncertain times over the next few months.
Lindsay Schile
CM Travel
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?
I definitely agree. I’m sure there are still those that would rather book travel on their own but I think after six to eight hour wait times to try and get through to certain online agencies, guests might think twice next time. I think a lot of agents have shown their worth and took the stress away from clients. This is a huge plus for our industry. Especially in these uncertain times over the next few months.
Do you have any advice for other agents during this time?
One day at a time. I have been doing this for almost 16 years and have never experienced anything remotely close to what we are all going through right now. We need to stick together as a profession and support our clients through this. We also need to be patient with other our suppliers. They are bombarded and our kindness is key.
Do you have anything to add?
Honestly, our industry will bounce back. It may take some time but once the travel bug has hit you, there is no escaping it. So we must all do our part to help get our neighbours, our countries, and the world through these crazy times. When things finally settle down, we will be the ones on the other end helping people live their dreams.
