Make no mistake: the travel industry can be a dream world of exciting destinations, cultures and unforgettable experiences.
Especially for travel advisors, who, through expertise and knowledge, can help clients plan a perfectly-customized holiday. It’s truly a business where no two days are the same.
But as much as travel can be rewarding, the industry is not without its challenges. From dealing with the logistics of cancelled or delayed flights to managing client expectations to navigating the currents of disruptive world events, being a travel advisor can be stressful.
What would you change about the travel industry?
On Mondays, PAX poses this question to travel advisors who appear in our “Monday Minute” column. This is a Q&A feature, written by front-line advisors, who share their professional insights, opinions and advice about the state of our industry.
In a way, it’s our way of doing a “pulse check” on the travel industry.
The Monday Minute explores all kinds of topics, but the question that asks travel advisors about the things they would like to change about the travel industry is among the most compelling.
What would Canadian travel professionals like to change about the business? Here are eight stand-out responses.
Bruce Holt of Heart of Oak Travel Agency in Ottawa, ON believes travel advisors are often viewed as providers of free information.
“A status level below used car salesmen and fuller brush salesmen,” he says. “We should be seen as professional and experienced holders of knowledge that are well worth any extra fees that we charge.
Ajay Karah of PLAN A Travel Solutions (part of the Travel Edge Network) in Calgary, AB, echoes that sentiment.
“The perception of our role often reduces us to mere booking agents,” Karah says, who identifies as a travel planner. “With the proliferation of online booking platforms, clients can arrange many trips independently. However, bridging the gap between this perception and the reality of what a travel professional does is essential.”
“The industry and media need to recognize the distinction between agents and planners—two distinct roles that contribute differently to enhancing travellers’ journeys.”
Cynthia Davidson of Rivers, Oceans and Expeditions in Burlington, ON, would like to change the lack of compensation for cancelled bookings from suppliers.
“It’s an ongoing issue that agents seem to have accepted as standard practice,” Davidson says. “When a booking is paid in full and completed, agents receive their agreed-upon commission percentage. However, if a booking is cancelled, the supplier retains the penalty amount without compensating the agent.”
“Agents should receive their commission portion/agreed upon percentage of the penalty at the time of cancellation.”
This occurs even when the client incurs 100 per cent penalties, Davidson points out.
“If the client doesn’t travel, the agent receives no commission. Meanwhile, the supplier keeps the entire penalty amount and can potentially resell the space,” she says.
Davidson adds that the industry needs better systems “that are more automated and give the agent more control over bookings.”
“Things are improving every day, but I do feel our industry lacks updated technology,” she says.
Jennifer Meyer of Elevated by Jen (Direct Travel) of London, ON, would like to see the end of airline penalties.
“I think Delta Airlines has the right idea with eliminating change fees,” Meyer told PAX in June 2024. “Most of the time you’re paying an adcol anyway, so is a change fee really necessary on top of that?”
Sonya Orr of TTI Travel Vancouver says it would be nice if all airlines paid commission.
“And for the ones that do it, it would be nice if they paid higher commissions,” she says.
Stephen Brunetta of Independent by Flight Centre in North Vancouver, B.C. raises the issue of long telephone hold times, calling it a “major pain point.”
“Staffing has been a challenge for many companies coming out of the pandemic, which was to be expected, but queue management can be improved upon,” he told PAX back in May 2023. “If a suppliers’ 1-800 number does not mention the hold time before the music starts, or offer a callback option, I am hanging up and looking for an alternative contact method.”
Many suppliers have started offering a Live Chat feature, “which is a great resource for quick questions,” Brunetta says.
“But some of the automated Chat Bots need to step up their AI game.”
Louie Di Tacchio of Progress Travel Services Inc. in Whitby, ON, wishes that prices were more consistent.
“Right now, as a travel agent, I feel like a stock broker as the prices fluctuate every minute,” he says.
Tourism leakage is when tourist dollars go toward businesses or companies that aren’t local to the place being visited.
This is one thing Autumn Fisk of TravelOnly with Autumn in Halifax, N.S. would like to change.
“I think suppliers need to work better with locals to support the economy,” she says. “There should be a stronger emphasis on supporting social enterprises to have an everlasting positive social, environmental, and economical impact.”
Michelle Gaudet of Inspired Travel Adventures & Women’s Wellness Journeys in Ridgeway, ON, agrees that support for local communities, through tourism, should be prioritized.
“I strongly believe that we should prioritize travelling in a way that benefits the local communities and ensures that they receive a fair share of the economic benefits,” she says. “Sustainable tourism is not enough. We also need to strive for equitable tourism.”
“It is crucial that we support the people in the communities we visit, and ensure that they are not left behind or exploited by tourism.”
What’s one thing Lynda Tomilin of Envoyage Cobble Beach in Kemble, ON, would change about the travel industry?
“Everyone should be certified,” Tomilin says. “This industry should be kept alive with true professional agents.”
Want to be profiled in PAX’s Monday Minute column? Contact us at newsroom@paxglobalmedia.com!
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