CONFERENCE The importance of agents post-pandemic and the Covid-19 vaccine programme


Agents can shine as ‘people want people’ after pandemic


T


he role of the independent travel agent has become more important as consumers increasingly


seek advice on travel from ‘real people’ due to the pandemic. Haslemere Travel owner Gemma


Antrobus, who is also chair of Aito Specialist Travel Agents, said: “Our clients want more physical interaction with a person and less with a machine. “Independent agents have been


able to continue to build relationships. “It’s very much about people


going forward for me. It’s about how you make people feel. This is where the loyalty will come through, with personal interaction. It’s about communication and being there. I think we benefited in the way we dealt with the pandemic.” She added: “Our jobs have


become so much more intricate now that we are talking to clients in more


Travel has become


incredibly complex and agents have had to ‘relearn’ their jobs – but it’s an opportunity


detail about testing and insurance policies and giving them advice before they make a decision.” Travel Counsellors UK managing


director Kirsten Hughes predicted the next two to three years would be “remarkable” for travel agents, citing it as a time of opportunity. She added: “People want people.


Travel has become incredibly complex and agents have had to ‘relearn’ their jobs. It’s an incredible amount of work but it’s an opportunity.” Hughes said travel would become even more complex when mid-haul


and long-haul markets open up and consumers start to take multi-centre trips again. Suppliers agreed the pandemic


had strengthened the importance of agents as a distribution channel. Royal Caribbean International


sales director Stuart Byron said: “We have always enjoyed a close relationship with our travel partners and the last 18 months has reinforced how close those relationships are.” Virgin Atlantic global sales vice-


president Lee Haslett said just over half of current revenue came from agent sales. But he said the company’s top agents had changed as a result of the pandemic and how agents had looked after their clients.


For more coverage from the Future of Travel Conference, visit: travelweekly.co.uk


Gibraltar minister hails ‘unparalleled summer’


Gibraltar’s tourism minister says the British overseas territory has “endless” opportunities for growth after Covid has “shown us what can be achieved”. Speaking at the conference, Vijay Daryanani


acknowledged the “debilitating” year the travel industry had faced and said “we can each learn something from our individual experiences through this crisis”. He said: “Reflecting on the months past and


where we are today, Gibraltar remains grateful for the affection and support shown to us from the media and our trade partners, who continue to find green shoots in these turbulent times.” Daryanani said Gibraltar was “fortunate” to


have been on the UK government’s green list since the traffic light lists were introduced, adding: “We


never closed our doors to the outside world.” “Close ties with the UK” helped Gibraltar


administer a 100% vaccination programme by the late spring, he said, noting it had “contributed to what has been an unparalleled summer”. Daryanani said Gibraltar’s hotels were “full for


now” but said the destination was “continually looking to the future”. He noted “much remains unknown” but said


Gibraltar plans “a bolder, brighter, sustainable future” in the coming years and pointed to “a minimum of two new hotels”, including a five-star Hilton property. Addressing the UK trade, he said: “My message is


one both of thanks but also to signal our enthusiasm to engage with new industry partners, bringing brave new ideas to the table.”


Vijay Daryanani


Gemma Antrobus


10


30 SEPTEMBER 2021


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PICTURES: Steve Dunlop


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