Agency puts staff wellbeing support in place during Middle East conflict

The co-founder of agency The Good Travel Agent has urged the travel industry to “protect our people” as agents work around the clock to help clients during the ongoing conflict in the Middle East.

The US and Israel launched an attack on Iran on Saturday morning, leading to retaliatory strikes across the region and widespread travel disruption. Members of the trade immediately stepped in to help impacted clients and reassure travellers.

Chief executive Jake Cullum-Hollins told Travel Weekly: “Protecting our people is just as important as protecting bookings.”

He added: “Right now, everyone is rightly focused on protecting customers, but very few are talking about the mental wellbeing of the travel agents supporting them.

“Our agents are the calm voice at the end of the phone, often absorbing worry and uncertainty while putting on a brave face.”

He said following events over the weekend, the franchise had set up dedicated wellbeing check-ins with the head office team where members could log in to “an open Zoom room” to have a chat about “anything they need rather than discuss business like we would normally”.

Cullum-Hollins added the company was also “actively signposting confidential support” through Abta LifeLine, Mind and Samaritans.