Coping During COVID-19:
This week Travel Courier checks in with Colette Trabucco of Creative Travel and Tours, who was four days into a trip to South Africa when she got the call to head home amidst the ongoing global pandemic.
Tell us a little bit about what it’s been like being a travel agent over the past month?
If there are any agents that experienced the effects of 9/11, this is 10 times worse. Fear has taken a stronghold of everyone’s emotions and panic has set in, causing a flux of cancellations. Unfortunately, some had cancelled too soon before knowing the full affect of what they were doing. So this is certainly unprecedented and only now are we seeing some calmness.
I was just four days into my South Africa tour with three couples, when the call came out to get home. Besides us, we had a couple sailing to ports that refused them disembarkation. So, there were many evening calls to get through to the airline to make changes (three times). The flight allowing them home from San Diego was cancelled by AC, and it was only by the grace of God that there was a time difference and I was able to secure them seats that same day.
How has this impacted your business and income?
Many business have been impacted, but travel by far was the biggest hit. We know as an industry travel will resume, but it is now dependent on the outcome of this pandemic. Without new business, many will have to review their business plan to survive. Reducing expenses was the priority, which resulted many agents to be laid off and in some cases preferring to leave the business altogether. Storefront owners now have the added stress of meeting their obligations with contracts, leases.
Have you had a client or supplier do something nice for you during this time?
We’ve had great support with clients understanding the stress that we were under, but the couple I referred to above requested that I send them a bill for our services that helped them get home. The Holland America guest service agent said she was impressed how frequently we communicated with them to keep them informed of what was happening here for them — that was a real compliment.
Do you have any strategies to get through the next few months?
Keeping in touch with the clients that have been affected, answer questions to the best of my ability regarding the credits/vouchers and refunds that have been circulating. Reaching out by social media/e-newsletters to share fun clips of a variety of destinations to get them thinking about their next journey when things clear up.
I was just four days into my South Africa tour with three couples, when the call came out to get home. Besides us, we had a couple sailing to ports that refused them disembarkation.
Colette Trabucco
Creative Travel and Tours
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?
This is actually priceless to clients knowing someone had their best interest and did everything to help them at a time of crisis.
Do you have any advice for other agents during this time?
If your true calling is travel, then you will find a way to get through this. Be positive, share stories and let your clients tell your story. For those that stuck it out for their clients, they will be awarded with business. Take time to stay connected with suppliers, continue your education of knowing the world.
Do you have anything to add?
Be kind to all fellow travel professionals. It’s time to show respect and patience.
