NEWS


Wow, what a busy peaks period we’ve had. I’m sure that you have all been experiencing high levels


of enquiries and conversions from clients, both loyal and new – but have you noticed that clients have become increasingly anxious about travelling? Anxiety around travel appears to have


undertaken a major shift. It is really challenging to grasp exactly when this happened, and why. Immediately following the pandemic, of course,


Gemma Antrobus OWNER, HASLEMERE TRAVEL, AND CHAIR, AITO SPECIALIST TRAVEL AGENTS


More clients are getting hung up on the minutiae of their booking


clients were asking many more questions – about country entry requirements, passenger locator forms and Covid testing – but all of this felt quite formulaic, with answers or solutions readily available. While the information was out there in


abundance, it was possible to wade through it, and for a travel professional (us!) to advise clients accordingly. Now, though, customers’


concerns seem to be very different, and require a different skill set. It’s not the case for every client, of course, but more now are letting the minutiae of their booking cause them concern – with the anxiety sometimes starting months before departure. One of the greatest


hassle for everyone, and more uncertainty for the client – and this could happen more than once. As an agent, we always try to help with this


process, even if it’s just reassuring the client that they are clicking the right buttons and paying for the correct services.


Special requests In other instances, to help calm clients before the point of departure, I’ve taken to writing helpful guides on subjects – including how to use the apps for cruise lines and major theme parks. Many holidays now require an understanding of how to navigate this technology to get the best experience. The adoption of technology is viewed by many


“The services of a travel agent now


as beneficial. But, for some, not knowing how to utilise technology in the most effective way can cause anxiety. Some would argue this


go far beyond our customer skills –


they border on those of a counsellor”


challenges seems to be flight seats. I can’t tell you how many clients are completely hung up on the allocation of their flight seats. With the notable exception of the low-cost


carriers, where specific seats can be organised at the time of booking, the majority of airlines now charge considerable sums of money for pre-allocating seats.


Frustration and resentment The added frustration for clients comes when seats can only be booked – and then only directly with the airline – once the tickets have been issued. To aggravate matters, clients are often then


surprised to discover that they must pay quite a lot more for the ‘privilege’ of pre-selecting seats. This can cause considerable resentment. Unfortunately, with the continuing airline


schedule changes that we face, these prepaid seats can then disappear from the booking, especially if there is an aircraft change or a significant time alteration, resulting in the client having to request a refund and rebook their chosen seats. It’s extra


16 16 MARCH 2023


is not my responsibility, but I disagree. My clients have entrusted me with their precious time and money and, if I can help the process in any way, then that’s what I will do. The general worry about


travel is now far more apparent than before. I hear more and more about clients not wishing to fly; not wishing to stay in


hotel rooms more than a few floors high; putting strict conditions on their bookings regarding the facilities in their rooms; and requesting certain amenities in situ before they arrive. While we have always handled special requests, I


don’t recall them ever having been so prevalent. The services of a travel agent now go far beyond


our customer skills and destination knowledge – they border on those of a counsellor. Knowing what information to provide to a client without overwhelming them takes practice. Knowing how to alleviate their concerns and calm their fears takes skill. It’s something that I feel we need to develop.


Perhaps there is a training session that we should all consider building into the development of our business – I know that I would like to learn more.


Read more columns by Gemma Antrobus: go.travelweekly.co.uk/comment


travelweekly.co.uk


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52