TravelManagers Australia Personal Travel Manager (PTM), Louise McCarthy, recognises that the travel industry has been one of the hardest hit during the pandemic.
“We have all raged at the politicians, the media and anyone that would listen (well I have) – we have felt frustrated and endured difficult conversations with clients about money for 18 months,” Louise said.
“Wouldn’t it be great if when it returns we can all work together – our suppliers recommending travel agents, tourism boards incorporating agents and wholesalers in their return to business plans and more than ever we need our airline partners, particularly our national carrier, Qantas, to value the role of the agent and promote and support us to restart. We are after all agents who act on behalf of their products, and can be the best advocates for their businesses”
Travel Monitor caught up with Louise in this week’s Talking Travel, and this is what she had to say.
What does your job involve?
Creating wonderful holidays for clients – recommending product and putting it together, working with suppliers, to help them create those memories. I love the planning part – for clients and my own holidays – getting the details right and seeing clients love those touches- The last 18 months have seen more cancellations than actual departures but hopefully, that is coming to an end very soon!
How have you tackled the difficulties caused by COVID-19?
I’ve worked in my business every day since the start of Covid – initially of course refunding, dealing with suppliers and just trying to survive! I’m sure I said “well that won’t happen” a thousand times and of course it sadly did. Since then I’ve been working hard to keep in contact with my clients – posting every day on social media and sending regular email updates. I am part of a great Fitness Group and I worked with the owner to put together a walking tour to Tasmania. I took 23 enthusiastic walkers to Tassie in March and we did the 3 Capes walk – totally out of my comfort zone but we had such a great time!
Business started to really pick up earlier this year with lots of new domestic bookings; but of course, it is now another round of cancellations!
What do you enjoy most about your profession?
I love to see my clients having a great time and enjoying what I’ve put together – following their holidays on social media gives me great joy and hearing about their travels on their return. Getting referrals from happy clients is the best form of recommendation and I enjoy developing those relationships with clients.
What are the biggest challenges for you in your profession (outside of COVID-19)?
This is hard to say at the moment. Pre Covid, I would have said it was getting people to understand the value of an agent as many people wanted to book travel themselves – Australians are widely travelled so there are always many opinions about travel when you go to a party or out for dinner. Now though, I think this will have changed. Many of those people who didn’t use an agent and experienced being an anonymous enquirer at the end of a call centre or email may now see that value in a more complex post covid travel world, especially if they have been talking to travellers who had a PTM advocating on their behalf ensuring the most convenient and cost-effective outcomes.
What do you think are the biggest challenges the industry faces?
One of the biggest challenges has to be our pricing model – More travel agents need to be upfront with clients about what our charges are, how commission works and how refunds will look going forward. Fine-tuning these processes now will ensure the industry is ready when international travel restarts. We need to value our service and have confidence in our service fee model.
What do you think will be the biggest game-changer in the travel industry in the next 12 months?
The biggest game-changer is going to be clients seeing the relevance and value of an agent advocating on their behalf. As we enter a post covid travel world, the complexities of travelling are going to be like never before and having an agent who is there to help guide clients through it is going to become invaluable and we, in turn, need to put a value on that service and make sure we are never in the position again where we are working for free.
What destination/travel trend do you think is the next big thing?
I think initially when borders reopen we will see a lot of VFR traffic to the UK, Asia and the US. Holiday travel may be a bit closer to home with Fiji, Hawaii certainly very high on clients lists for a break.
What are your thoughts on responsible travel and how do you try to implement this in your workplace?
Being socially and culturally aware and understanding the effect on places visited is a positive trend and it is good to see that many airlines, cruise companies and tour operators have taken the lead about travelling responsibly.
Who inspires you most and why?
Our industry inspires me! It’s our tribe! I’ve seen some pretty terrible customer stories through Covid and yet we are still here, waiting for our industry to restart – travel people are passionate about their jobs and their industry, and I know for me, I can’t imagine doing anything else so I’m hanging in there!
What is your must-pack travel item(s)?
My laptop! Mobile travel agent means mobile office!
Who would you invite on your next holiday if you could choose anyone and where would you go?
This topic is being hotly discussed in our house at the moment! The Maldives is high on the list and also Hawaii – or Fiji – I’m letting my youngest daughter who is 15 choose – after so far 9 weeks at home in lockdown I think she can choose wherever she wants next year! Our family cannot wait to get our passports out and get going.
