A key differentiating factor between an online booking and booking a trip with a travel advisor is that a travel professional goes far beyond simply completing a transaction for a client.
“A travel advisor is not just someone who books trips — that is an order taker,” Gail Ducharme, vacation manager for Ellison Travel & Tours Ltd. in Exeter, Ont., tells Travel Courier. “You, as a travel advisor, are the key to planning a detailed trip that will add value and create memories to last a lifetime. To achieve this, you need to know your clients, the options available in the destination and the suppliers who will reliably provide the services you need.”
With these relationships and valuable knowledge in place, Ducharme believes advisors will succeed in their careers.
In order to thrive in the travel industry, Laura Main, a travel consultant and adventure specialist with Merit Travel in Vancouver, BC, says travel advisors should value themselves — and their time — by charging a professional fee.
“We are worth it,” she notes. “We are professionals. Don’t undervalue yourself, instead, call yourself a travel professional. Be an expert — don’t call yourself a travel agent. You are a travel professional.”
With these relationships and valuable knowledge in place, Ducharme believes advisors will succeed in their careers.
In order to thrive in the travel industry, Laura Main, a travel consultant and adventure specialist with Merit Travel in Vancouver, BC, says travel advisors should value themselves — and their time — by charging a professional fee.
“We are worth it,” she notes. “We are professionals. Don’t undervalue yourself, instead, call yourself a travel professional. Be an expert — don’t call yourself a travel agent. You are a travel professional.”
In order to showcase the value of booking with a trusted professional, Main suggests that advisors talk about how much work the trade did during the pandemic and how much time was spent on hold fixing things for clients when things went wrong from dealing with schedule changes to flight cancellations and travel credits.
“Talk about insurance from the start of the conversation with clients, they will thank you and like the professional fee, it is worth it for your time,” she adds.
Meanwhile, Preety Jaswal, the director and founder of Preety Weddings & Travel based in Vancouver, BC, says that not every potential client is worth the effort.
“Know when to say no,” Jaswal says. “I wish I learned this years ago and learned to trust my gut when to say no to a bride and groom and walk away. Not all business is good business.”
Similarly, Amanda Morrison of South Travel in Calgary also suggests travel advisors be more selective.
“Be picky with the inquiries you take,” she says. “With the industry being so busy you can’t take on everything.”
Nathan Bowler, the former supervisor, Eastern Canada and adventure specialist at Merit Travel, suggests that travel advisors don’t burn out by finding a better work/life balance.
“Try to work more collaboratively to support each other and each other’s clients in order to give yourself a proper work/life balance,” Bowler notes. “Many advisors work from early a.m. to the late hours because they’re the only ones that their clients can reach out to. It would help to have a 24/7 emergency line for travel agencies, but some don’t and it falls onto the shoulders of advisors to help clients with in-transit emergencies.”
Meanwhile, Judi Oracheski, manager of Gypsy Group Travel with The Travel Agent Next Door, recommends that travel advisors embrace the positives when they happen.
“Considering the travel industry’s current landscape, my advice would be to savour the positives — any and all of them,” she says. “That thank you card from a client or feedback that the trip you planned was amazing. Or any form of recognition for your hard work. Even if it’s just getting the last room available at the hotel someone has requested or a seat sale popping up for the perfect dates and destination for clients, enjoy those moments.”
If no one is acknowledging this outright, Oracheski suggests giving yourself a pat on the back.
“There are currently so many changes, challenges, and frustrating moments with what we do, we need to focus on all the things that go right,” she adds.
Meanwhile, Elaine Pepper, a cruise and vacation specialist with YYZ Travel Group, recommends that travel advisors go the extra mile in order to stand out amongst their clients.
“The upsurge of new clients through referrals has been amazing,” she explains. “Clients love to spread the word when they are happy with your service so l always tell agents to go the extra step — clients will appreciate it and they will send you their friends, family and the couple they sat next to at the bar.”
On a similar note, Chantal Fader with Nexion Canada in Moncton, NB, agrees that customer service is key to success.
“Excellent customer service is key to any successful business, and the travel industry is no exception. Going above and beyond will help you build a loyal client base,” she says, adding that staying updated, continuously learning and building connections with the providers is also essential.
