Scottish Passenger Agents’ Association (SPAA) president Jacqueline Dobson has said it is “beyond disappointing” that high street agencies in Scotland will continue to miss out on business rates support in the coming financial year.
During the association’s 95th annual dinner, Dobson criticised the Scottish government’s decision to exclude the travel sector from the 40% rates relief offered to eligible hospitality businesses.
Arguing travel’s exclusion was “baffling”, she said: “We shoulder the same costs, the same challenges and operate under similar conditions – but for a reason yet to be disclosed, we remain ineligible for support.”
She added: “Let me be clear: the refusal to pass on these savings ultimately betrays our Scottish high streets.”
A number of politicians were among nearly 350 guests at the Crowne Plaza Glasgow as Dobson reflected on 2025 so far and outlined some of the challenges ahead.
“Business is great, but we are still operating under difficult and changing conditions,” she said, adding: “Unfortunately, our industry is still in a position where government support doesn’t match the scope of our output.”
While repeating her long-standing call for further support for high street businesses, she cited a report by the Centre for Retail Research suggesting the UK lost about 37 retail shops a day last year.
English retailers reported that the reduction in rates relief from 75% to 40% was a factor in the trend, Dobson said.
“If that is the reaction of those receiving some relief, can you imagine the impact that another year of zero relief will have on Scottish high streets?” she added.
Turning to the workforce, she urged more public investment in apprenticeships and training.
“De-funded courses, a levy system that is completely unfit for purpose and an ongoing skills shortage is undermining the principle that young people are essential for future business success,” she said.
She added that the SPAA would be keeping track of recent developments in this area, including the shift in responsibility for apprenticeships funding from Skills Development Scotland to the Scottish Funding Council.
“We don’t yet have a full view of what that means for business, but we are hopeful that perhaps this might open more doors for new conversations and opportunities,” she said.
On air connectivity, she welcomed the growing number of direct services from Scotland but argued there were further opportunities to fulfil demand.
She also voiced support for the Heathrow expansion plans, while calling for greater investment in Gatwick.
“Gatwick is still low on domestic services despite it being central for destinations like the Caribbean,” she said.
Air routes between Scotland and Southampton could also be improved, she said, as they are “not keeping pace with the rate of port departures”, making it challenging for travellers to join ex-UK sailings.
Overall, however, this year is presenting a “positive picture” for the travel industry, she said.
“Growing revenue and profit means that we are increasing our already impressive economic influence as well as investing our money into infrastructure and jobs that directly support local communities,” she added.
Encouraging suppliers to step up efforts to direct customers to agents, she said: “Whether for corporate or leisure, a great agent is essential for customer satisfaction – particularly when we’re faced with things like weather incidents or cancellations.
“With this position of trust, I’d like to encourage more suppliers and operators to signpost business to agents.
“Some partners do this really well, but I think there’s room for many more to signal their confidence in agents by including recommendations in their marketing.”