Better training would help agents sell accessible travel, conference hears

Travel agents need more training and resources to help them sell confidently to customers with accessibility needs, the Barrhead Travel conference heard.

 

Vicky Jones, assistant manager at Barrhead’s Northwich store – who had her right arm amputated last year – said: “A lot of it is confidence…but you get that by having the knowledge.

 

“You do need tour operators to help more. I know where to go for the knowledge and what websites to use, but not everyone does.”

 

She also said it is not helpful to go on request for seven days when trying to book an accessible hotel room.

 

Other issues she encounters include buffet restaurants in hotels and scanners at airports.

 

SJ Walker, UK sales director at Virgin Voyages, agreed that more education is needed to help agents integrate questions about needs as part of the sales process.

 

“There is a little bit of nervousness around language and getting it wrong,” she told delegates, noting how Virgin Voyages was able to design its ships from the start with accessibility in mind.

 

Nicki Goldsmith, global agency sales director at Virgin Atlantic, admitted: “I don’t think we do a good enough job, as a sales team, of really pushing out our key messages.

 

“There are lots of really helpful, good services that we have as an airline that we just are not using.

 

“We are hearing that [agents] need to have more education and more tools to be able to help them convert those bookings.”

 

Gordon McCreadie, If Only Holidays and Elegant Resorts managing director, agreed the topic can take travel agents “out of their comfort zone” – but said his staff and agents now have more detailed fact sheets to fill in during fam trips and they take videos to show clients.

 

Furthermore, his staff can arrange virtual calls with hotel managers to make sure agents are addressing individual needs “because the one-size-fits-all model just doesn’t work”.

 

Following a fam trip for staff to South Africa, the operator sent two visually impaired customers to the destination to attend a cricket match and take a sensory safari.

 

“It worked and they were buzzing. It’s having that confidence, that ability to put your faith in operators and the right suppliers,” he said.

 

“Paradise should be for everyone, not just a select few. Our team are more than happy to have those conversations.”

 

He said there are 16.1 million people in the UK with a disability, who have £274 billion of disposable wealth – and a lot of older travellers also have mobility issues.

 

Goldsmith said Virgin Atlantic offers facilities such as lower check-in desks at airports for wheelchair users and cabin crew who can use BSL sign language if 12 weeks’ notice is given.

 

Crew are also trained about hidden disabilities, which passengers can highlight with a sunflower lanyard or a QR code they can show to staff.

 

Furthermore Virgin Atlantic and its partner Delta Air Lines both have accessibility advisory boards, but, noting the comments from Jones, she added: “We probably should have somebody on that advisory board who’s frontline selling…to make that easier for when you’re selling to your customers.”

 

Jones told delegates: “I want to travel now more than ever. A lot of people who have been through similar experiences want to experience more.”

 

Her main tip for fellow agents was: “Don’t be afraid to ask questions.

 

“Let the customer guide you…ask the same questions that you normally would: ‘What’s going to make this your perfect holiday?’

 

“You have to spend time with that customer and find out what’s important to them before you to start looking at the computer.”