Five Things Advisors Have Learned During the Coronavirus Pandemic
by Jessica Montevago /
The coronavirus pandemic has impacted the travel industry in a way that no other recent event has. Hotels, airlines, and destinations have been hit harder than 9/11 and the 2008 financial crisis.
As each sector of the industry navigates this once-in-a-century global crisis, travel advisors have been on the frontlines, helping their clients return home amid travel bans and spending hours on hold as they rebook vacations.
So, what can advisors take away from this? Here’s what they shared:
1. Putting time and effort into maintaining client and supplier relationships.
"Although I considered myself a patient man before, I have undoubtedly learned to have even more patience and balanced it with trust, both in our suppliers and our clients. I have also learned how to craft communication with ruffled clients, and have really managed to satisfy almost every one, despite some bumps along the way.
It's been a valuable skill to be able to diffuse potential breaking points in client/advisor relationships. Our honesty and some vulnerability have helped guide us through those tougher issues. I've also learned that our job is way more valuable than we have been given credit for in the past, and I have never been prouder than the work we've been doing these last three months now."
- John Rees, J5Travel in Davidson, North Carolina
2. Valuing suppliers who value you.
"I think (like most agents I’ve spoken with) the biggest lesson I have learned from all of this is which companies I want to work with in the future, and those which I will not. There are many companies that have gone above and beyond, and there are other companies that frankly should be ashamed of themselves for the manner in which they reacted to Covid-19. Post Pandemic – it will be even more important to support those that have supported you.
Likewise, it has been a learning experience to determine which clients I will work with in the future. I feel very blessed that the majority of my clients are understanding, caring, and reasonable people. There are a few that don’t make that list and I would be reluctant to work with them in the future.
- Steve Lincoln, Lincoln Travel in Bridgewater, Virginia
3. Always get travel insurance.
"The COVID-19 Crisis has taught me more than I could imagine. First and foremost: always get travel protection/travel insurance. Second – make sure you’re booking through an agency. Many vendors had wait times of 2+ hours for their phone lines throughout COVID – it’s a lot of pressure off your back to have a travel agent take care of it for you. And lastly, COVID-19 has taught me the importance of patience – as an employee, as a consumer, as a human being. It seems as though we become less and less patient as the years whizz by, and this pandemic has reminded me how much we all need patience with ourselves and with others."
- Anna Mila, with AAA Travel in Defiance, Ohio
4. Make sure you protect yourself legally.
"One thing I have learned is that you can never be too careful to cover yourself legally. Just this morning, I am dealing with a client who did a chargeback with their credit card. I have authorization letters showing they authorized the charges and thank goodness I do. I also have emails stating what their options were to get money back on March 31st once I saw how the resort was handling cancellations in full penalty. Also, I will be doing contracts with my clients from here on out. Stating how my services work and that we don’t make the cancellation rules. The resort/supplier makes them. We are just their (our clients) advocate."
- Rachel Digirolamo, with Rachel’s Travel in Baton Rouge, Louisiana
5. Patience can pay off.
"I’ve encouraged my clients to wait as long as possible to make decisions regarding travel. With policies changing daily (sometime hourly), it’s best to take the “wait and see” approach. I had clients cancel cruises and only a day later the cruise was cancelled by the cruise line. The longer you wait, the more options you are likely to have."
- Rachelle Settle, with Wanderlove Travel in Fort Mill, South Carolina