To mark National Travel Agent Day today (September 6), we are celebrating the hardworking advisors helping clients to bring their dream holidays to life.
Travel agents should provide advice on every stage of the customer journey. So are they being appreciated for finding unique experiences and insider tips?
To find out, we asked a few travel experts about their highs and lows.
Feeling valued
Personal Travel Agent Linda Reynolds enjoys the flexibility of working from home and setting her own schedule.
“I love the freedom to work and travel around my family time. After 27 years as a Personal Travel Agent, I still enjoying home working. It’s all about mindset, self-talk and not getting distracted by negativity.”
Travel agents are versatile and have an array of transferable skills, added Lizzie Adamson-Brown, Luxury Travel Specialist at Designer Travel.
“Beyond basic travel planning, being successful as a travel agent means having strong communication and customer service skills, problem-solving abilities, cultural sensitivity, tech proficiency, negotiation skills… the list goes on.
“Travel agents today are so much more than the traditional image of just booking flights and hotels. We are experts who handle every aspect of your travel needs across various platforms and methods.”
So, do agents feel valued in today’s travel landscape?
Reynolds said: “I feel valued by my local clients old and new – it’s all about building trust. I’m a talker, not a typer! I always wish to speak with clients first and love being part of their special memories.”
The pandemic highlighted the value of personal service too, noted Adamson-Brown. Designer Travel saw a huge rise in new clients, enquiries and bookings.
“People began to truly appreciate our hard work, especially as we assisted and advised without pay during those challenging times.”
Time to change
One challenge in the travel industry comes in the form of multi-level-marketing (MLM) companies.
Reynolds believes that it is time to regulate them with a full disclose of fees to allow joiners to make informed decisions.
“Everyone participating should be required to be regulated and take an exam. The travel industry requires a Travel Conduct Authority (FCA) which would regulate the travel industry in the UK.
“Its role could include protecting consumers, keeping the travel industry stable and promoting healthy competition between service providers.”
Inbound tourism should also be promoted, she noted. There should be an expert body, rather than a government minister with “little interest or power to make change.”
Similarly, Adamson-Brown admits that MLM travel companies could tarnish the profession’s reputation.
“They often focus on ‘no experience necessary’ recruitment over real, hard-earned mileage as true travel professionals, which creates a misleading image of the industry and exploits both experienced travel experts and clients alike.”
She would encourage clients looking for support to take their time and conduct due diligence checks on any ‘travel agents’ they come across or are referred to.
“Always ask for reviews from real customers and check credibility. You wouldn’t have a brickie doing your dentistry as a side hustle hobby, would you?”
