Coping during COVID-19
This week Travel Courier checks in with Katherine Young, Certified Cruise and Vacation Specialist with Maritime Travel in Langley, BC, who has been in the industry since 1987.
What has it been like being a travel advisor during this challenging time?
It has been interesting to say the least. I have been in the industry since 1987 so I have gone through some very challenging times or at least I thought I had until now. Nothing could prepare me for the fallout and industry decimation from COVID. I think Globus said it well when they said ‘the lights went out in travel.’
Various emotions from anger and disbelief in the beginning to caution now on booking as the tour companies, airlines and cruise lines try to work out itineraries they can operate without further loss or cancellation.
It has been tough staying motivated and positive while watching friends and associates lose their jobs for reasons beyond their control. Tough cancelling and refunding so many special vacations that people had been so looking forward to, that so much time, energy and care had gone into. I have had far too much time on my hands which I am just not used to and I was worried I would learn to adapt and embrace the quiet. I have missed the constant activity and deadlines. The challenges and wins. Seeing people and conversing in person rather than by zoom.
We’ve now reached the nine-month mark of the pandemic. How are things going right now?
So much better with the news of a vaccine and a New Year around the corner. In November we experienced another blow to business with the cancellation of so many cruise itineraries throughout 2021. For some of my clients this was the third vacation cancellation in less than a year. Many said they would not book again until they had confidence the trips would go. News of the vaccine has brought hope and a renewed desire to set dates and make plans.
“I find there is always a ‘shift’ to using travel advisors whenever there is an ‘event’ — 9/11, The Iceland volcano eruption. Advisors need to be visible and know their value all the time, not just in a major occurrence. Advisors should take the time to build their business with clientele who want and appreciate their value and expertise. Not all business is good business and it is important to recognize the difference. Make your time and energy count.“
Katherine Young
What do you miss most about travelling?
I have travelled a bit within BC and have found it quite interesting how the different hotels and destinations have executed COVID protocol. Each hotel had different restrictions due to COVID prevention which of course affects the experience of the stay. The most expensive hotel was the most restrictive and least enjoyed. So many contradictory steps.
Funnily enough I am not able to travel outside of Canada now due to the quarantine. In Sept., I accepted a part time job from the business next door to my agency as I missed being in a busy environment and customer service. I can now personally feel my clients’ pain and relate to how it feels to not be able to travel.
I have enjoyed reading the travel experiences of others.
How have you shifted strategies during the pandemic?
Prior to the shutdown I was looking at using my weekends and time off to do supplier training and business development as there was no time during the work day. I was starting to shift some of my business to one of my associates to allow me to focus on the more involved and rewarding aspects of my days. I know some rebuilding will be necessary, however, I will continue to focus on my areas of specialty and working with clients who truly value the work we do. I have more time now to work on business and personal development.
If there’s one positive thing that’s come out of this situation, it’s been that more people have seen the value of using a travel agent firsthand. Do you agree? How can advisors get this message out?
I find there is always a ‘shift’ to using travel advisors whenever there is an ‘event’ — 9/11, The Iceland volcano eruption. Advisors need to be visible and know their value all the time, not just in a major occurrence. Advisors should take the time to build their business with clientele who want and appreciate their value and expertise. Not all business is good business and it is important to recognize the difference. Make your time and energy count. Word of mouth from happy clients will build your business faster and for less than anything else. Working for a good company with great support and reputation is also key. Show appreciation and gratitude for the referrals. People love to brag about great service and experiences. I have found our best promotion can be our own clients.
What are you focusing on right now? Are you doing anything to grow business through domestic travel?
Phone calls, emails, Instagram, Facebook. As a Virtuoso Agency we already have special perks/benefits with some local hotels and tour providers. We are doing more now to promote our local ties along with working with tour partners on new product and exclusive departures for travel within Canada.
A series of video presentations featuring different companies, modes of travel and experiences such as the Northern Lights and Churchill for the Polar Bears.
How has travel impacted your own life?
My parents believed travel to be a key part of education. My parents were both avid travellers and had us covering Canada and then US coast to coast on many trips from the time we were children. They took our family on an RV trip throughout England and Scotland when we were old enough to both appreciate it and remember it. They moved to Hong Kong after retirement for a few years where my father tried to learn Mandarin. He was insistent that beneath our skin we are all more similar then different. Regardless of culture, faith, skin colour we all share the same passions and beliefs for the good of people and the world. Love, happiness, support for each other to name a few common traits. I am simplifying this due to space however he instilled a desire to achieve ongoing learning through travel and experience. I have met so many amazing people, had incredible experiences and discovered a love and appreciation for history.
How long have you been in the industry and what are some of your secrets to success?
I started with North American travel in 1987 expanding to world wide a few years later when the internet and service fees were going to be the end of travel agents. Sincerity in wanting the best for my clients, passion and continuing education for travel which carries through to my clients are keys to my success. I am here for the long haul and I want repeat business therefore I get to know my clients and offer only the best value and experience. People may think they want to do what their friends have done or stayed where their friends have stayed however I find that is because they don’t know of anything else. Each trip is personal for my clients. I enjoy engaging with them, building the anticipation and excitement for their unique experience. I care. I am there before, during and after for each one.
What do you think is standing in the way of recovery?
Most definitely the 14-day quarantine. Unless [people are] able to work from home, clients are having to use two extra weeks of vacation, which is a definite game changer. I had a few fall, Christmas cancellations due to the need for quarantine. One couple booked a luxury vacation in BC, however, it was no consolation to the missed week on Grenada. Relaxed cancellation policies and supplier insurance is the only reason clients are booking into the spring.
Second to that is the vaccine. It is only from my older clients that I hear a vaccine is desired for travel. The vaccine is important for people wanting to be able to travel and for countries to be ready and willing to welcome the world again.
Do you have anything to add?
Travel is an amazing industry. It is challenging, exciting, rewarding, multi-faceted and gets in your blood which is why so many people leave and return. I am very fortunate to work with the people I have over the years and with the companies I have. Maritime Travel has always been proactive and supportive in how we do business. They not only encourage travel they develop special departures and programs for their own advisors. They have been front and centre with up to date information to help us navigate this unusual and trying time. They have worked hard at making sure our clients know we are here for them and they have been instrumental in keeping us all motivated and positive. Our advisors have largely been working from home which is very different from being in an office day to day with our coworkers for support and inspiration. Working from home has been an additional challenge to this situation, which has positively added new skills for which I am now thankful for.
So many cruise lines and tour operators have been awesome at staying in touch and trying to keep us all motivated and engaged to be ready for a new wave of travel bookings even as they deal with the overwhelming revenue loss and negative public attention. Relationships are key in this business. The relationships with our clients, the relationships with our suppliers and even the relationships with our coworkers all interwoven to how successful we are as individuals and the success of our clients travel experience.
COVID may have decimated our industry however it will be back stronger and better. Curiosity and new horizons — the desire to travel is as old as time.
