Coping during COVID-19:
This week Travel Courier checks in with Claudia Biegus, Travel Professional & Destination Wedding Specialist at Transat Travel in Kitchener, Ont., who had a couple forced to reschedule their destination wedding planned for April among her clients whose vacation plans were impacted by COVID-19.
Tell us a little bit about what it’s been like being a travel agent over the past two months?
Being a travel agent during COVID-19 has been difficult, scary and very satisfying all rolled into one. In my seven years as an agent I have not seen anything like this that has impacted our travel industry like COVID 19. Having to take care of clients by bringing them home early, postponing trips as well advising clients that their dream vacation must be cancelled and may not happen this year was the tip of the iceberg. During the early stages in March was very long days, long waits on hold as well as passengers yelling at you as if it was your fault but in the end it’s about the client and taking care of them to make sure they will want to book again in the future and that you as a agent are still around to help those clients travel again.
Did you have a particular client affected by the developments?
The most disappointed client I had to deal with was a destination wedding that was to go out in April, and we had to move her date to the fall. It was heartbreaking to tell her that we must cancel due to no flights and our borders were closed and that we are to start again to pick a date and move everything. In the end we did it, we worked with the tour operator and hotel and got it all arranged within a month so that the guests and the bride and groom could relax and not worry about the wedding during a time that was very stressful. My bride and groom were very appreciative that I was there to take care of things for them and this is the reason I do what I do and why I love my job as a travel agent. Seeing the joy in my clients’ face and hearing it in their voices as they thanked me for helping them was very overwhelming and made the other bad stuff seem minimal.
How has this impacted your business and income?
My business has almost dried up completely as no one is booking any new trips for the foreseeable future and my income has significantly dropped as I work on commission like most agents do, but I am working for an awesome company and even working from home I am able to deal with clients and passengers to help ease their worries about travelling again. We will travel again because people are curious and want to explore other cultures and countries while others just want to be on a white sandy beach.
What do you miss most about travelling?
What I miss most about travelling is the excitement of it all, the hustle and bustle at the airports, getting to a new place where I can explore the country and learn about their culture and the people. Travelling is an adventure and it opens your mind and heart to new things that can be explored and learned.
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?
During this difficult time, I do believe that people will see the value of using a travel agent. Travel agents don’t just do your booking, they take care of you and your family during the tough times and when it comes to travel they want you to have the best vacation so they go the extra mile for you. I have many of my clients thank me for taking the worry and stress from them so they don’t have to deal with it by cancelling their trip, helping with insurance claims, dealing with the supplier etc., as well, I have had lots of calls from people who need help and unfortunately I can’t help them as they did not book with us. When this happens, I try to give them some advice that I know and encouragement to deal with some of the suppliers. I know passengers are frustrated about long waits, not getting through to online portals or dealing with an agent who doesn’t have their best interest at heart and during some of my calls with guests and/or clients I have heard so many say they all wished they had used a travel agent.
I love to travel and explore and being a travel agent allows me the opportunity to learn about other cultures, places and people. Being able to travel has made me a better agent to best serve my clients, made me a better person as I learn about new things and my passion for travel has given me and my family time to be together and unwind in countries of the world. I have learned so much by travelling and I would not trade it for anything or give it up, even during this difficult and scary time. I cannot wait to get on a plane and see where my next adventure takes me.
Claudia Biegus
Travel Professional & Destination Wedding Specialist, Transat Travel, Kitchener
Have you had a client or supplier do something nice for you during this time?
When you have good clients and you have given them the best service, they will return even during the hard times. I have even had some of my clients rebook already for the fall and refer me to a new client who also booked for the winter. Having clients like this is what makes my job rewarding and makes me love being a travel agent. I look forward to hearing from my clients in the good and the bad, as they are not just clients, they are my travel friends.
Do you have any strategies to get through the next few months?
My strategy for the next few months is to work with suppliers to promote specials and deals as well as reach out to my clients to advise them of any promos that may be coming up in case they want to book something for future travel. Don’t take your clients for granted and make sure you reach out to them during this difficult time even if they don’t book because that will make them know you care about them and that they are not just a booking to you, that service will bring them back to you when they are ready to rebook every time. I plan on putting myself out there and do as much as I can on social media, promote new products and learn about all of the safety procedures that the airlines, cruise lines and hotels are putting into place to protect my clients so that I can be informed when they are ready to book and travel again.
Do you have any advice for other agents during this time?
Travel agents will get through this together, we will be stronger, more prepared and ready to help, because when we are back to somewhat of a normal time frame people will travel again. They want to experience the adventure and excitement of it as well as the relaxation of going away to be pampered and taken care of by someone else. Our winters are cold and warmer destinations and white beaches draw people out and want to go someplace so be ready, because when the guest is ready and they feel safe to travel again the floodgates will open and you will be busier than ever.
How has travel impacted your own life?
I love to travel and explore and being a travel agent allows me the opportunity to learn about other cultures, places and people. Being able to travel has made me a better agent to best serve my clients, made me a better person as I learn about new things and my passion for travel has given me and my family time to be together and unwind in countries of the world. I have learned so much by travelling and I would not trade it for anything or give it up, even during this difficult and scary time. I cannot wait to get on a plane and see where my next adventure takes me.
Do you have anything to add?
Stay positive and we will all travel again even though it may seem dim now, we are all in this together and your expertise and knowledge as an agent is more valuable now than ever before. Smile like no one is watching!
