Coping during COVID-19
This week Travel Courier checks in with Carey Duncan of Travel Quest in Portage la Prairie, MB, who has been in the industry for 30 years. Duncan says it’s time for consultants to share the stories about how they were there for clients during the pandemic.
What has it been like being a travel advisor during this challenging time?
This has been an unbelievably difficult time for our industry as a whole. The early days of the pandemic brought so much chaos. Suppliers had to pivot and implement more flexible terms and conditions and we as consultants, needed to be on top of those ever changing rules. There were long days of 18 hours working to assist clients, sleepless nights, and what seemed like an endless rollercoaster of emotion.
Each day, if not hour, seemed to present a new challenge. The constant stream of cancellations made it difficult to stay motivated and positive as the weeks went on. Thankfully, that eventually gave way to more structure and now, six months later, although there is still much uncertainty, I have a much more positive outlook on our industry.
How has this impacted your business and income? How are bookings right now?
It has been absolutely devastating to see the past 10+ months of work be cancelled or postponed. Many files had been in the works long before the travel advisories were issued so for us, it wasn’t just no revenue, it was actually negative revenue that we were facing. I’ve also felt a responsibility to my staff and although I know they understand the need for layoffs, you still feel terrible for them and what they are facing.
2020 is going to be a write off with significant revenue loss but we’ve been seeing some new inquiries, have booked a bit of domestic travel and utilized a few of the existing FTCs. Bookings are still extremely low however, we’re encouraging clients to keep dreaming and have been shifting that messaging to one that promotes booking. It’s a good time for booking with so many low risk deposit options and flexible terms. I’m cautiously optimistic and know that everyone has a different comfort level so it will take time to get back to pre-COVID levels.
Countryside outside Flam, Norway (2019)
“There is still the desire to travel and I do feel many are more comfortable staying a bit closer to home. With so many amazing experiences right in our own ‘backyard’, it’s a fantastic time to take advantage of travel within Canada. I’ve been trying to highlight some of those options on social media — whether it be a food tour of Vancouver Island, experiencing the majestic Rockies, a camper rental travelling with those within your own “bubble” or enjoying a villa with family.“
Carey Duncan
What do you miss most about travelling?
Oh, so much. It’s the anticipation and excitement of a new destination, finding the hidden gems, the ocean breeze, seeing how others live their daily lives, exploring quiet side streets. Local cuisine is also a highlight when I travel so I can’t wait for all these experiences again very soon!
There’s been a lot of talk about the domestic market recovering first. Are you doing anything to grow your business this way?
There is still the desire to travel and I do feel many are more comfortable staying a bit closer to home. With so many amazing experiences right in our own ‘backyard’, it’s a fantastic time to take advantage of travel within Canada. I’ve been trying to highlight some of those options on social media — whether it be a food tour of Vancouver Island, experiencing the majestic Rockies, a camper rental travelling with those within your own “bubble” or enjoying a villa with family. Being from Manitoba, we have one of the most unique opportunities that people come from all over the world to enjoy – that being Churchill – so I’ve been showcasing options that maybe not everyone has thought of.
Making pasta in Tuscany, Italy (2013)
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 agents spread the word?
Yes, I completely agree that our value as consultants is more important than ever. So many travellers who didn’t have an agent at their side had no idea where to turn when they hit roadblocks. I know that many of our clients have been extremely grateful for the services that we provided while they were in destination when the travel advisories were issued and borders around the world began to close. They turned to us to get them home safely, to rebook or reroute their travel plans and to postpone their upcoming arrangements. Consultants have been putting in endless effort to ensure client refunds and credits are in place, that insurance claims have the necessary documentation for processing and wading through information that has been rapidly changing. We need to tell those stories and sing our own praises. All too often we feel it’s ‘just part of the job’ and we don’t take the time to celebrate us, the value we bring and what we’ve been able to accomplish for our clients.
Do you have any strategies to get through the next few months?
I’ve worked long days for so many years that now is the opportunity for me to enjoy a little slower pace. I’m trying to remind myself to see that as a silver lining during this pandemic. Also, like everyone these days, I’m taking part in online training, virtual meetings (had to learn all I could about Zoom for example), continued education whenever possible and have been trying to constantly adapt my strategies as the world begins to re-open. There’s a lot of information to sift through and it’s constantly changing so it’s important to be informed and a solid resource for our clients when they are ready to travel again.
Dogsledding in Yellowknife, Canada (2019)
How long have you been in the industry and what are some of your secrets to success?
I have been in the industry for 30 years (working both as a front-line consultant and owner/manager consultant) and have been working with many of the same clients since the very early days of my career. I am thankful that so many of my clients have also become really great friends. Adapting to change, implementing new technology, continuing with professional development and my need to experience new cultures and places have all been instrumental in the longevity I’ve had in this industry. One in every 10 jobs globally are in travel and tourism so when we think in those terms, we’re one big family; all co-dependent on one another, and I think it’s helpful to remember that we each need one another to deliver a fantastic travel experience.
Pamukkale, Turkey (2015)
How has travel impacted your own life?
Travel has given me such an incredible opportunity to see the broader picture, to learn about different cultures and to understand the global connections that we all share. This is a career that I am happy to get up and go to work at every day. I feel extremely fortunate to enjoy what I do for a living and to have been able to experience as much of the world as I have. Travel isn’t just what I do; it is who I am.
Do you have anything to add?
I’ve never been more proud of the integrity and dedication we’ve shown our clients! I commend each and every consultant who has shown up and gone above and beyond to assist clients during a very stressful time. Despite the challenges we continue to face, I have no doubt that the travel industry will recover. We’ve weathered so many storms and we will find new ways to adapt and once again show our resiliency and add value to our client’s travel experience.
