NEWS SPECIAL REPORT
What’s selling? Bucket-and-spade holidays are popular and half the agency business is cruise. Neale said Jet2holidays and
Tui are selling well for 2021, and early launches are helping cater for buoyant demand. River cruise is strong although ocean bookings are mostly for much later dates. The Spanish quarantine change
was “like switching off the tap”, said Hardwick. “We need more positive stories, like the news of MSC Cruises sailing.” He added: “Holiday costs will
increase as demand will be high next year and availability will be lower. “There’s lots of flexibility and
low deposits, so we talk to clients to encourage bookings.” Customers are keen to spend
more, often making up for losing this year’s holiday. Neale said: “Clients are booking better cabins or longer cruises. They still have their bucket lists.”
Furlough and lockdown Neale worked from home during lockdown, and about 90% of staff across Fred Olsen Travel Agents were on furlough at some point.
travelweekly.co.uk
There’s lots of
flexibility and low deposits, so we talk to clients to encourage bookings
About 95% of staff across the
chain are now back in some capacity, using the flexible furlough scheme. “We’ve got a good network, with
branches contacting each other more than before, to ask for advice,” said Neale. During lockdown, Neale went for
walks to deliver treats to her staff and chat on the doorstep. “We work so closely together, it was a boost to see people,” she said. She shopped for one elderly
customer who was alone and shielding, and has been ringing other isolated clients. “We kept those relationships
going – we are more than just a website,” she said, highlighting how a high street agency can often build a better rapport than an OTA. Furloughed staff were encouraged
to undertake training and keep updated by reading Travel Weekly. There was only one redundancy
across all the shops, although some roles have been combined. “We don’t want to cut staff –
when quarantine changes and if there is a vaccine, we could see a huge spike in business,” said Hardwick.
Outlook for agents Despite gloomy headlines about job cuts, Hardwick and Neale feel optimistic. Hardwick said: “I mentioned
Eamonn Holmes in my video – I am a big believer in what he said about travel agents being the future. “Any travel professional will be
seen in a different light. When we come out the other side of this, we will be in a good position.” Fred Olsen agents spoke to
clients during lockdown to reassure them about refunds, whereas online agencies’ customers struggled. Another video by Hardwick
highlighted the importance of agents in the ‘new normal’. He added:
“Agents know about tests and forms – we have heard horror stories about people at airports being turned away as they didn’t know what they needed.” Neale said: “Forms are changing
daily so we keep track. Some people do not have the tech to do it, and we are doing forms with the customers.” Hardwick said constant
reassurance and regular communications meant the chain had received fewer than 10 chargebacks. He would like to see more
government support for the sector, such as an extension to the furlough scheme. And although news about job cuts
is “frightening”, he feels hopeful. “There will be huge demand
when a vaccine or other measures are in place,” he said. “There are so many hard-working people in our business, and there is goodwill and commitment. The people in this industry will help us to get back.”
20 AUGUST 2020 13
Paul Hardwick and Lorna Neale
in the ‘new normal’
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