Travel agents are putting in longer hours and adapting work patterns to meet booking demand as some agencies continue to struggle to recruit to staff.
Soaring enquiries and bookings since the end of December have led to agents working extended days or different shifts to “make hay while the sun shines”.
But in comparison to long hours worked during Covid, agents said staff were “buzzing” to be selling holidays rather than processing refunds and cancellations.
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Holidaysplease homeworker Ally Streeter is often working until midnight instead of 7pm.
“It’s full on but I’m hoping this month will be my best ever,” she said.
“I’m taking the laptop to bed but I’m sleeping better as I’m so tired.”
Independent Travel Experts managing director Gary Gillespie said the group’s homeworkers “routinely” took bookings after 9pm but admitted: “It’s especially busy right now.”
The Travel Network Group director of membership services Stephanie Slark said members were “sometimes working later than normal” but stressed: “There is a buzz and energy in the shops that keeps them going.”
The Advantage Travel Partnership chief commercial officer Kelly Cookes agreed: “It’s not dealing with cancellations and rebookings; it’s new bookings. In general this is the best place I’ve seen the industry in [since pre-Covid].
For many it’s a case of making hay while the sun shines.”
Barrhead Travel sales and marketing director Nicki Tempest-Mitchell said: “Being busy with bookings is the work we’ve been waiting for. What’s noticeable is the team spirit and energy.”
Fred Olsen Travel head of commercial Paul Hardwick said staff generally worked longer hours in peaks, but stressed conversion levels were higher this year as well as average sales values, up £200 on 2022. He added: “Customers are being very decisive; enquiries are mainly genuine and converting quickly.”
Suzanne Cumpston, sales and commercial manager at Sam Smith Travel, said the agency had introduced some later shifts so staff could contact operators and clients more easily, and plans to hire more staff.
She said: “We’re thinking outside the box and working smarter to maintain staff welfare and client services. Staff are thriving and the atmosphere is very positive.”
Despite the strong momentum, some agents said ongoing recruitment challenges made it hard to service all enquiries.
“We still can’t get enough staff so two of our three shops can only open one day a week. I need three or four more staff,” said Travel Stop owner Bridget Keevil. “I rarely get home before 7.30pm, but at least I am getting paid for it unlike in Covid.”
Greenstar Travel owner Martyn Fisher agreed: “You have to factor in most agencies are short-staffed. There are only two of us so we are 50% down on pre-Covid staffing levels.”
Hardwick said Fred Olsen Travel had 30% more staff than last January, enabling it to meet demand, but admitted recruitment remained an issue “in some areas” of the business. A new joiners programme that was started last year now has 12 recruits.
“While experience is preferred, we’ve had to write and deliver more intense training and induction programmes to fill some roles,” he said.
Barrhead Travel reported “notable progress” in terms of recruitment, with travel now appearing a more attractive sector in which to work. The agency said it was now able to extend opening times to include popular booking times such as early evenings.
More: Agents say sales show ‘no signs of slowdown’
Agents hail first week of peaks as sales soar on Sunshine Saturday
Trade hails buoyant start to year as sales ‘top 2019 levels’