Agents have returned to the high street after lockdown as customers seek more expertise to answer additional questions as they make post-pandemic travel plans.
The Advantage Travel Partnership said about 90% of members that can reopen had, but the consortium’s leisure director Kelly Cookes noted “most are still operating on reduced hours” and using furlough “to keep overheads as low as possible”.
She said: “Initial signs are positive and many members are seeing new enquiries and bookings.” Cookes added that social media marketing remains “key” despite shops reopening because it is cost-effective, easily-adaptable and quick.
The UK’s largest travel retailer Hays Travel has reopened all branches in England and Wales, and plans to open stores in Northern Ireland and Scotland on Friday and Saturday respectively. A spokeswoman said “many customers [are] popping in to see friendly faces as well as booking their holidays for winter 2020-21 and summer 2021”.
Tui has opened 33 of its 350 retail shops and plans for 223 to be open by Saturday.
Scottish-headquartered Barrhead Travel said it was reopening stores “as and when we feel it is safe and practical”, but said eight had been unaffected by lockdowns and remained open in November.
President Jacqueline Dobson said reopening plans would take into account how staff travel to work and shops’ locations, noting all decisions were “centred around protecting our people and customers”. Shops that stay closed will serve customers remotely.
Dobson added: “It is apparent that holidaymakers are returning to trusted travel agency brands. Our customers are looking to our agents for much more information than before – from destination guidance to information about travel insurance.”
Her comments followed research from Abta, released on Friday, which concluded consumers are 20% more likely to use travel experts now than before the pandemic, with the main reasons being the security of a package holiday and up-to-date advice given by travel professionals.
Chief executive Mark Tanzer said it was “testament to the immense efforts of our members to help their customers through this crisis”.