Coping during COVID-19
This week Travel Courier checks in with Marlin Travel’s Mary LaRocque, who has been in the travel business for the past 36 years and owned her agency for the past 16 years. LaRocque specializes in customized small group tours, and usually offers up to eight escorted tours per year.
Tell us a little bit about what it’s been like running a travel agency during this challenging time?
This last few months have been surreal. Being in the travel industry for the past 36 years, I have been through many world events, including weather and travel suppliers/airline failures but nothing compares to the past six months. The travel business has seen a complete standstill in all facets of the industry. Its crippling effect has been felt throughout the world.
How has this impacted your business and income?
Like other travel agencies we have seen an immediate impact in our sales and revenue. Cancellations, refunds and rebooking’s have seen our agency have absolutely no revenue coming in. The recalled commissions find agencies struggling to continue to do business. With the uncertainty of a recovery in the next few months, many of my colleagues have decided to close or to merge their businesses to survive. It is truly unfortunate as most of us that have been in the business a long time are passionate about the industry, our customers and friends.
Mary LaRocque, Proprietor and Travel Expert, Marlin Travel
“Now more than ever, our relationship with our customers will be invaluable for peace of mind. We will have all the up to date information to ensure that our clients have the confidence to travel once again. We will be there to navigate the new world of travel. I also believe that buying locally will be important as communities rebuild their economy.”
What do you miss most about travelling?
I personally escort about 6-8 customized group tours a year to fabulous destinations. I miss our clients the most. The personal relationships that have been developed over the years with our clients and our friends in destinations around the world are what I miss so much. Personal connection in a world where now we must stay apart for the time being. The best part of my job has been escorting our clients to fabulous destinations and exploring hidden treasures that each has to offer. One of my favourite’s is Kenya. I can’t explain the feeling that I get when my clients come upon their first sighting of wildlife in their natural habitat. It’s awe-inspiring. Seeing the powerful emotion that travel invokes. Quiet reflection as you sail through the Galapagos Islands at sunset, a sunrise balloon ride above the Masai Mara in Kenya as the animals awake from their slumber are memories that last a lifetime.
There’s been a lot of talk about the domestic market recovering first. Are you doing anything to grow your business this way?
I absolutely believe that this will be the case. Prior to COVID 19, we had already planned a complete Canadian short trip program for this summer with day trips to the Muskoka’s, Canada’s Wonderland, Kingston and the 1000 Islands and Niagara Falls, as well as our ever popular winery tours to Prince Edward County. Our group tours for 2021 will expand this program to include more short trips in Ontario. We have partnered with some our preferred partners: Rocky Mountaineer, Collette’s Coastal Maritimes Tour and McCarthy’s Party for Newfoundland , just to name a few. We will also be promoting CanaDream RV Rentals and Weekend Getaways too. All for Summer 2021!
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?
I have always been an advocate for our industry’s travel professionals. Encouraging consumers to book with us for our knowledge and experience. Now more than ever, our relationship with our customers will be invaluable for peace of mind. We will have all the up to date information to ensure that our clients have the confidence to travel once again. We will be there to navigate the new world of travel. I also believe that buying locally will be important as communities rebuild their economy. We are trusted friends and we are in your neighbourhood. Personal relationships will build the confidence of our travellers to explore everything from short trips near home to those trips further afield.
Do you have any strategies to get through the next few weeks/months?
When I closed my agency on March 16th, I (like so many) never thought this would be for as long as this. Perhaps a few weeks and then we would be back in business. My staff was absolutely incredible taking care of our clients’ cancellations, re-bookings and getting clients home from around the world. We helped numerous travellers that booked online and found themselves with nowhere to turn to get answers, call us to get home. I know through this we gained a number of customers for life!
What I have said to my staff from the very start of this crisis is “What we do today, will define our future.” I truly believe that we were incredibly successful this past few months in developing relationships that will last a lifetime.
Three years ago I expanded my business to include our Travel N Style Boutique as part of my agency. Ladies cruise and leisurewear (Made in Canada), jewellery and purses. This was a big hit with our clients. Who doesn’t like to get a new outfit to take on their trip? October 1st we will relaunch our “New” Travel N Style Boutique to include many different products, locally sourced and of course Made in Canada. We are going to focus on one stop shopping for our customers as we go into the Fall Season. Shopping for unique gifts, seasonal clothing, personal care, gift baskets and so much more. The coming months will be critical and we need to be creative and step outside the box. We are setting up for future success when travel once again returns and I am confident it will return.
How has travel impacted your own life?
I have been so incredibly lucky to have travelled to so many wonderful destinations in my lifetime. Growing up in a small town in the 1000 Islands in Ontario, I would have never dreamed I would see the world as I have. To have travelled and seen the world, sometimes numerous times as is the case in Italy, Ireland, and Kenya… I feel truly blessed. The memories that I hold close to my heart are priceless. The numerous pictures that I have taken throughout the years serve as a reflection of all incredible destinations and people that I have met on my journey.
You’ve been in the industry a long time. What are some of your secrets to success?
Passion, Customer Service, Personal Relationships, Networking and Community Involvement have been keys to my success.
Having an incredible team behind me that holds the same values has seen our agency grow exponentially. You need to surround yourself with successful people to have success. My relationships with industry professionals and partners will be key to getting through this unprecedented time in history. We will survive and be stronger than ever. I truly believe that!
