NEWS
While it wasn’t the start to 2021 I’d hoped for, with another lockdown and a new variant,
I’m determined to stay positive. With the vaccination programme in full swing, and a backlog of holiday-hungry customers, we’ve got to be hopeful the only way is up. Last year taught me the need to embrace change
Gordon McCreadie GENERAL MANAGER, IF ONLY
Technology holds the key to getting travel moving again
and face every situation with a contingency. Never did I think we’d be working from home for a year, or that I’d find myself relying so heavily on technology. Physical interaction is a challenge currently.
With changing tiers and businesses forced to open and close at the drop of a hat, it’s difficult to establish the best plan for field sales teams. Yes, we have video meetings, and our business development managers are only a phone call away, but does that replace store visits accompanied by a coffee, lunch, or cheeky glass of fizz? I’m inclined to think not. While we’ll always ensure we support travel
agents – by hosting regular online training sessions and offering digital support over social media and email – we’re counting down the days until our team can get back out on the road and visit you in person.
Faster systems Technology’s advantage is speed. Nine times out of 10, you can achieve things faster online. While staff experience will always remain invaluable in travel, businesses must support this with technology. In the current climate especially, bookings and
enquiries don’t always take place 9 to 5, so if you don’t have a platform to facilitate queries out of this period, you’re going to miss out. That’s why we’ve invested a six-figure sum in new systems. These include our own bookable website, due to
launch later this year. While this will never replace our specialists’ first-hand knowledge, it will enable agents to make quick, simple bookings outside of core business hours. With a new, faster booking system, we can retain the human experience and service synonymous with our luxury offering while using technology to drive efficiencies.
Digital advances At times we’ve begrudged meeting via a screen over the past 12 months, but I take my hat off to those behind much of this year’s emerging technology. Without it, who knows whether any of us would’ve been able to enjoy travel, albeit reduced, or maintained relationships. From automatic temperature checks and tracking apps to video tools and project management platforms, it’s opened my eyes to the power of digital innovation. While there are many things I miss and can’t
wait to see return – a cold beer in a bar abroad with the family, or the feeling of a bustling airport lounge before a flight – we have to rely on technology to get things moving faster. In many ways, Covid-19 has accelerated changes that would eventually have appeared anyway. In the future, we may see more e-tickets, QR code menus and bar codes to enter hotel rooms and attractions. I believe many of these changes are for the best. The more the government invests in these,
alongside rapid testing and airport scanning, coupled with the vaccine rollout, the faster our industry can bounce back from our greatest challenge.
Read more by Gordon McCreadie:
go.travelweekly.co.uk/comment
14
21 JANUARY 2021
travelweekly.co.uk
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