Escorted tour specialists say they feel a responsibility to the travel industry to ensure a safe return to holidays in order to rebuild confidence.
Niel Alobaidi, Newmarket Holidays’ chief executive, spoke during a Travel Weekly webcast about detailed preparations that were made to resume tours amid the pandemic.
He was joined by fellow members of the Association of Touring and Adventure Suppliers (Atas) to discuss how the escorted touring sector is working on Covid-19 protocols.
“We’re very conscious that we’ve got a responsibility to the industry, because we have got to build confidence across the industry,” said Alobaidi.
“Anyone who makes mistakes damages it, not just for themselves, but for the whole industry.
“So there is pressure there and there is a lot we’re doing to try and avoid being that person who makes that mistake.”
Other sectors such as cruise and aviation have hit the headlines as cases of Covid-19 have struck passengers on ships and planes in recent weeks.
Alobaidi hailed the “incredible” efforts made by his staff and industry partners to ensure a safe resumption of tours.
“Our job is to make sure that’s maintained, and that nobody takes their eye off the ball,” he said.
As well as a responsibility to the wider industry, he feels a responsibility to customers, staff, and the brand.
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Newmarket’s first holiday after lockdown was a Scottish Highlands railway tour in August.
Other recent departures were to Belfast, Jersey and Krakow and a further 100 tours are planned for September and October.
Intrepid Travel’s EMEA managing director Zina Bencheikh said her firm is making detailed risk assessments for each element of each itinerary, such as local transport, accommodation and dining.
Tour guides can make last-minute changes – for example, if a restaurant does not appear to be Covid-secure, they can switch to a safer alternative.
“There is no zero risk in travel in any form. We are here to mitigate the risk, to bring confidence,” she said.
“Having customers booking through the agent is giving a lot of structure and confidence that the travel experience would be a good one.
“It is always a much better option than trying to go by yourself. How are you going to know where to go if this restaurant is packed? Who is going to help you to book a new flight?”
Intrepid Travel has launched Intrepid Retreats, a series of closer-to-home tours that take into account Covid-safe protocols with shorter durations and fewer hotel changes.
Phil Hullah, Riviera Travel chief executive, said his firm sent head office staff on reconnaissance tours to ‘test out’ destinations before running tours.
This enabled them to check the safety protocols and the general experience – and give staff confidence when talking to customers.
“It makes such a massive difference if they or one of their colleagues has been on one of these trips and actually knows what it’s like at the airport or how great it is in Lake Garda when there’s nobody there,” he said.
“Building confidence was a key thing.”
Alobaidi said a member of staff from head office is joining the tour manager on the first few trips to check all elements run smoothly and learn for future tours.
He said tour guides are given a great deal of autonomy as they are very familiar with local safety standards and are eager to showcase their destination.
“You’ve got to be really flexible because the picture is changing all the time,” he said. “You’re constantly evaluating new changes to guidelines, both here and abroad.”
Safety rules are different in each destination – in Scotland, for example, each hotel room is left empty for a period of time after occupation, and in Belfast, guests have a breakfast delivered in a bag, rather than having a buffet.
“We’re working with our travel agent partners to rebuild that confidence. We have got to do it the right way and not take any risks,” Alobaidi said.
“I do really feel strongly that when people get out there they are remembering what they love about it.”
