The “fog is lifting” for the travel industry in the face of the pandemic, but the travel industry needs to stick together more than ever to see it through, says TL Network’s VP Canada.
“We’re all in this together,” Christine James told delegates at the Canada Connect conference, the organization’s virtual gathering earlier this week that replaced annual in-person events curtailed by coronavirus.
Addressing the general session of the conference, which also included educational workshops, preferred supplier updates, exhibitor showcase, member networking, and the latest on TLN’s agency tools and programs, James told over 500 delegates, “You, our staff, and our preferred partners are here to ensure we come through this stronger and better than ever.”
Indeed, she said, “It takes a village,” adding that there is none better than the travel industry – “the best industry to work in.”
Nevertheless, “To say we’ve had to face challenging times would be an understatement,” she added of the virtual halt of travel since the COVID-19 virus struck in March. “We’ve all had to make difficult decisions in terms of cutbacks, furloughs and layoffs. It’s been heartbreaking to see so many of our friends and colleagues leave the industry and we truly miss them all.”
Even now, she said, “There’s still more questions than answers and we eagerly await the day when rapid testing will waive the 14-day quarantine.”
But there is good news, she pointed out, such as Alberta’s new pilot testing project, which has reduced quarantine for international arrivals to two days in the province – a development that Dave Cecco, director of WestJet Vacations, says has prompted a significant increase in bookings from Alberta.
Both Cecco and James are hopeful that the program will soon roll out across the country.
James also welcomed the recent decision by the CDC to conditionally allow cruising to resume, though noted, “Of course, the cruise lines still have work to do to prepare for the resumption of service. But this is proof that there is life at the end of the tunnel.”
TL Network sponsors also addressed conference participants with some promising news updates:
• Globus’ Stéphanie Bishop pointed out that the company has conducted tours already in western Canada and the US this fall and that sales targets for next year are already half-way there
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• Deana Murphy of Sunwing checked in live from a Royalton resort in Mexico where she was leading a fam group, and noted that travel to, and check-in at, the destination was seamless and safe and that the group was having a “fantastic” time
• Manulife national sales director Jennifer Weaver revealed that most of the insurance company’s 47,000-plus claims have been settled and a new COVID-19 plan went on sale last month.
James also took the opportunity to offer some “best practice tips” to her constituents:
• Service fees have become the new norm (70% already charge according to a new survey)
• Afraid of appearing insensitive to a client’s readiness to plan their trip? Sell to your clients’ mindset, and not your own. Everybody’s head space is in a different place.
• The time to look ahead is now, the fog is lifting. It’s time to reach out to clients now and tell them that you have resources to help them make a comfortable decision (to travel)
• The travel is industry built on relationships, engage with your fellow members, reach out to preferred partners, and seize every opportunity that comes your way.
“At the end of the day your clients want to travel, and you need to prepare to serve when they’re ready to take that step,” she concluded.
Cruise Strategies president Vanessa Lee added, “Stay optimistic. We will get through this. You as travel agents will be integral (and) you will be needed more than ever.”
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