Agent Diary: There is a tendency in our industry to be reactive instead of proactive

Travel is always the first industry to be affected when geopolitical issues such as the conflict in the Middle East occur. 

Retail high street agents and Atol holders are long-established, multigenerational businesses that offer a service for a small fee. When disaster strikes, they must refund every single penny to the client or find them an alternative, often at a higher cost to the operator. 

We also suffer through the loss of new business owing to consumer uncertainty. We have not supplied faulty goods or done anything wrong, but under Foreign Office and government guidance, we lose out every time. Many agencies are also still recovering from Covid through repayment of bounce-back loans and other financial lifelines.

Case for support

During the pandemic, I sat with fellow agents on panels in Stormont [Northern Ireland’s parliament buildings] putting our case for funding for loss of commission to the executive committee and economy committee. Both agreed we needed help, but we never got it.

There is a tendency in our industry to be reactive instead of proactive. Imagine if we had pursued the need for representation in government since Covid and had a person we could turn to, or a policy in place? 

This is a question I asked at a meeting with Advantage Travel Partnership just before the war in the Middle East started, when we discussed ways to pursue this. I used the advice I received to pen the following questions for the Northern Irish and UK governments, which my local MP has agreed to raise. I would urge you all to do the same. 

Question one: We run our businesses following every rule in the book and get very little support in return. What plans have Westminster and the Northern Ireland Executive implemented to bring forward the financial support for outbound travel businesses proposed during Covid? 

Question two: Has the secretary of state for Northern Ireland undertaken an impact assessment of the consequences for outbound travel businesses in Northern Ireland following the effects of the pandemic? 

Unfair costs

We are now in another world crisis, with outbound and inbound travel devastated by reduced schedules via or to the Middle East. These trips were booked and secured months ago, with staff wages and expenses paid and clients satisfied. Flights are being cancelled daily and those stranded worldwide have been rebooked.

Under their CAA licence, many small tour operators have had to repatriate clients at huge costs, again under the government terms of their licence.

There is no allowance to retain a percentage of trip costs nor to receive financial government assistance. Rent, wages, rates, electricity and so on still need to be paid, with the knowledge that consumer confidence is low, meaning new bookings are minimal.

I’m not in a panic, but if we find ourselves in another seemingly endless tragedy, where do we as an industry turn?