Subscribe to 2021 & Keep Hope on the Calendar

Many travel agents are saying, “Here we go again!”

The Centers for Disease Control and Prevention (CDC) is expanding the negative COVID test requirement to include the need to show proof of a negative test for COVID-19 to anyone flying back into the U.S. This puts in place yet another possible hurdle for our travel agent friends in the industry as well as the many suppliers and destinations that have been suffering for so many months now. I’m already hearing from so many agents, this is killing us, nail in the coffin, we can’t catch a break, and some very interesting hashtags like #makeitstop, #covidcoaster, #businessmode, #notagain and #tourismstrong to help keep their sanity. If you take a minute, and maybe a glass of wine, to help you climb out of the dark place you may be familiar with, here is some perspective I’ve heard from a couple of agents who are working to see through, around and beyond to work to keep the hope on the calendar.

There of course, is much debate about whether this new testing expansion will be a solution, but it is here so let’s look at what can be done to stay on the positive side to deal with this. I caught a Facebook live event of a top agent, Chad Shields of Engage Vacations, that had many valid and workable ideas around this newest setback that I thought were helpful for any agents out there. It was almost 30 minutes so I will paraphrase.

Take advantage of the two-week start and beyond:

• Get verification from the resorts to find out if they are providing tests. Many have been preparing for this. Remember this affects them too and they don’t want to lose the business either. Use this moving forward as a qualifier for future bookings.
• Call your clients proactively to share your knowledge and professionalism.
  • Share your vetted information to help them pack all the information they need for a great trip.
  • Share that if they have recovered from COVID in the past three months, have the positive test result and a letter from your doctor clearing them for travel. That replaces the need for the test done in-destination.
  • Share that if this is a deal-breaker, you understand and will make every effort to rebook the travel once vaccines are well in place. Do your best to prevent their cancellation! Hotels, airlines and tour operators are working hard to be flexible throughout all of this. Keep hope on the calendar for both your clients and yourself!
  • Take away the worry of the traveler as much as possible. Know the hotels’ policies regarding testing, quarantining if necessary as well as general health and safety protocols.
  • Encourage them to test before they go and isolate as much as possible so they know they are traveling with that knowledge.
  • Encourage them to enjoy their vacation while following the protocols. Suggest this may not be the time to go to socialize with new people, or do it with a mask as encouraged at home. Have a mask or neck gaiter handy for inside areas of the resorts.
  • Share the health benefits of travel. Relax, reflect and recharge their batteries. Come home encouraged with better mental health because they removed the stress from their lives while vacationing.
  • Handle things well now in your customer care crisis mode and you will see your clients come back one way or another.

Overall, this is not a deal-breaker for travel. Chad shared that he has traveled seven times during this pandemic and if you are responsible traveler, it can be done safely and with reduced risks. He also had a trip booked for February and will travel it.

Another successful agent, Sarah Klein, shared this after the news: “I think we’ll be bombarded over the next few days so I’m just going to hold my breath and keep my head up. I will fight!! It’s on and I’m going to do everything I can to crawl back. This is our time to shine. Can you imagine the ‘phones’ at Expedia today or Airbnb? I will find my clients a solution, they will have that dream trip and I’ll get paid.”

“Take your anger and frustration today and shout out your value,” she said. “Contact local media, write a blog. Post on your social media what YOU are doing for your clients. Fight for your business and show your worth. This is our time to shine we’ve earned it (again). You’re awesome!”

Both of these agents agree with so many around the industry that there will be such pent-up demand for travel when this all passes that the travel industry will be enjoying glory days. Sarah’s parting remarks to me were, “On a brighter note, when we all finally come through this, it is a travel advisor’s time to shine. All those people who didn’t give us a second thought and booked online, shopped us and booked themselves or choose an Airbnb instead of a rated hotel, best of luck. We will now be valued and trusted as a source that can fix problems, provide guidance and fight for them. On the other side, it will be a Renaissance for the travel agent.”

So all of you that are looking to cancel your trial subscription of 2021 as Chad said, “We are all in this together and we are going to get through this. Let’s keep our subscription to 2021 and make it the best year we possibly can and so much better than last year!”

About the Author

Beth Kitzman is the business development manager for Trisept Solutions' Agency Channel for VAX VacationAccess. Beth focuses on nurturing business relationships and finding exciting, unique ways for VAX to support travel agencies. With over 20 years of experience in the travel industry, beginning with Walt Disney World then working for airlines and now focusing on travel technology, Beth loves using her education degree to find ways to educate and empower travel agents to grow their leisure travel business.