Norwich-based Thorpe Travel is encouraging clients to take advantage of low deposits as the focus shifts to 2021 holidays, reports Samantha Mayling


A


t first glance, it’s like any traditional high street agency – colourful brochures, smiling staff


and window offers. But like all other agencies,


Thorpe Travel is operating in the ‘new normal’, with plastic screens, two-metre markings, hand sanitiser and Covid-19 messages. A branch of Fred Olsen Travel


Agents in Norwich, it reopened on June 22, as staff returned to the 14-shop chain across East Anglia and the south coast. Manager Lorna Neale, assistant


manager Kerry Sabberton and trainee travel consultant Carley Sales are all back at work, but only two staff members can work in the store at a time, due to social distancing. Often they’re joined by Paul


Hardwick, head of commercial, who oversees the shops and films weekly videos for clients at the store. However, falling demand after the


Spain quarantine decision and a lack of operator staff at weekends means they are now closed on Saturdays. “In a survey before opening, 70%


of customers wanted to have face-to- face consultations,” said Hardwick. “That relationship with customers is key.” Neale added: “We know our


customers so well, it’s much better face-to-face. Shoppers are used to masks and hand gel – but we can’t do teas and coffees anymore. “We don’t get as many treats,


12 20 AUGUST 2020


Across 14 shops,


we had £1 million in rebookings in July. We are trying to protect the money we’ve made


although I did receive flowers yesterday from a customer.” Clients are urged to book


appointments and details are kept in case agents need to ‘track and trace’. Operator reps are also visiting,


including those from Wendy Wu Tours, Premier Holidays and Riviera Travel.


Rebookings The agency is exploring ways to hold events, which used to be popular with clients. Hardwick said: “We have a VIP club and we invite the best customers to an event to thank them. “For example, Lorna and the


manager at Jarrolds [another branch within a Norwich department store] took clients on a paddle steamer trip in the Norfolk Broads. The holy grail is to get back to events.” The strain of refunds and


cancellations is easing and the main drive is new business. “Across 14 shops, we had


£1 million in rebookings in July. We are trying to protect the money we’ve made,” Hardwick said. “When flights restarted, we saw a


surge, but after the Spain quarantine announcement, 2020 business went down, so now we’re mostly looking at 2021.” As well as the video updates, the


chain produces a digital magazine each fortnight. Passers-by can scan the QR code in the window to download the latest edition. Last week saw the first direct


mailshot since lockdown, promoting Fred Olsen Cruise Lines’ two new ships – Bolette and Borealis. During lockdown, Neale printed offers in the shop to post to clients. Staff have also rung clients, especially those without email addresses, to keep in touch. Neale phoned one client whose


cruise had been cancelled, as she spotted a sailing in September 2023 had just three cabins left. It resulted in a £26,700 booking. Neale said brochures are still


popular: “They’re tangible. People even take the brochure page on holiday. They are a great tool for sales. It brings the holiday to life.” Hardwick also welcomed Travel


Weekly’s return to print. “I spend more time reading physical rather than digital editions,” he said. For their own holidays, Neale


will visit St Ives later in August and Hardwick hopes his twice-cancelled holiday to Cyprus will finally go ahead at the end of August.


travelweekly.co.uk


Samantha


(front) with Kerry Sabberton and Paul Hardwick


Booking holidays i


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