It felt like old times – except for the wearing of masks, brandishing vaccine QR codes, and being outfitted with a good-to-go wrist bracelet. Nevertheless, close to 200 travel agents turned out in Toronto for a Travel Leaders Network regional showcase (oh, and it could have been more – the number was subject to capacity restrictions!), which also attracted a couple of dozen suppliers for a long-missed in-person trade show.
The “Peak” Canadian regional events continue in Vancouver and Edmonton this week and are sandwiching a series of local “mixer” events this fall (not to mention an organizational summit in Orlando), prompting TL Network VP Canada Christine James to muse that the return of live events after 20 months of pandemic pause was “emotional… because it’s something you haven’t done in so long – to actually interact and network face to face. Zoom is great, I’m glad we had Zoom, but it’s nothing like a face to face.”
And TL Network isn’t alone: in Toronto tourist boards such as Germany, Ireland, and Switzerland have returned to in-person events, and international FAM trips have also resumed with, for example, agent boots on the ground in Jamaica and at sea with Celebrity Cruises on its Apex inaugural last week.
As for TL Network, its regional events are attracting agents eager to re-engage in educational sessions and training, workshops, panels, trade show, along with fun and games, dinner, and prizes.
The events are also a chance for agents to share news and views with colleagues and trade suppliers, and to get the latest info and insights from the organization, not least keeping up to date during a still-challenging time in the industry.
In an interview with select media including Travel Industry Today, TL Canada boss James presented a snapshot of the industry and TL Network as the organization as its members look ahead to travel’s new normal. Among her insights:
• Enthusiasm: Such is the appetite for a return to live events amongst agents that the Toronto event’s first general session had already attracted 140 participants – the highest numbers ever so early in the day for a regional showcase.
• Booking trends: “Phenomenal” winter bookings are on par with pre-pandemic (2019) levels and booking windows are overwhelmingly within two months of travel, the latter particularly good news because agents get paid sooner. “Everybody is saying that the trend of bookings is really good, so everybody is very positive,” says James, adding, “Overall, I think we’re going to have a really good 2022.”
• What’s hot: For 2022, Europe is “incredible, through the roof.” Luxury travel and upgrades are also trending as consumers spend money saved during the pandemic when travel was halted.
• On the horizon: Many cruise credits are set to expire at the end of the year with so many outstanding that James believes that cruise lines will have to extend the booking (not necessarily sailing) windows.
• New business: Despite the number of overall outstanding travel credits in the marketplace, James says a tipping point has been reached where new business has surpassed and become predominant over redemption of the old.
• Service levels: Strong booking levels have prompted most TLN agencies to bring back all their staff. As for individuals, the greater need for research and precision of information during the pandemic is forcing agents to become even better consultants, believes James.
• Biggest challenge: Agents are often spending hours on hold waiting for tour operators that can’t keep up with demand due to staffing shortages. “It’s a good news/bad news situation: It’s good that clients want to travel… but staying on hold is frustrating.” The solution? James urges suppliers to “automate as much as possible.”
• More frustration: Group bookings, which usually have a level of complexity that automation can’t solve (see previous item). James believes suppliers will eventually catch up on staffing levels, but until they do, “Unfortunately, it’s an inconvenient reality that we have to put up with until we get to the other side (of the pandemic).”
• Staffing: Despite many people leaving the travel industry during the pandemic, James believes that staffing levels will recover. “There will be people who want to come back… Let’s face it, we love this business; once you’re in it, it’s in your blood!”
• The travel experience: COVID-19 testing protocols are a concern to not just consumers but members of the industry, with James admitting that she was anxious before her first post-pandemic trip. But she reports that ultimately, “Yes, it’s not as simple as it used to be, but it’s not as daunting as I anticipated. So, I think it’s a balance out there and the payoff is definitely going to exceed the hurdles that you have to go through.”
• Business travel: Corporate travel will take longer than leisure travel to recover for one simple reason: “You can Zoom a meeting, but you can’t Zoom a vacation.”
To be sure and despite the ongoing challenges, James feels things are looking up for travel agents.
“This is no surprise to anybody, but if there is just one positive thing that comes out of COVID, it’s that people need travel advisors more so than ever,” she maintains. “They can’t do it (alone); you just can’t go anywhere, it’s too much involved in doing it own your own. They absolutely need a travel advisor.”