New Firebird Partnership director Matt Purser has called on the industry to continue to work together post-Covid, stressing the importance of travel agents in the value chain.
The founder of Travel Trade Consultancy has joined the specialist travel growth consultancy, set up in 2020 to advise small and medium-sized businesses on how to survive Covid. The consultancy boasts industry stalwarts including Ian Finlay, Stewart Lambert, Chris Thompson and Mark Bush.
Purser, speaking after his appointment, made the comments after seeing news Qantas is to sell its stake in Australian travel agency group Helloworld Travel for £18.5 million.
He said: “I think tour operators should look to travel agents. Covid proved agents could not only be that barrier for the calls, they understood their customers.”
Writing on Firebird Partnership’s website, he questioned why suppliers would move away from relationships they had with agents.
He said: “If travel agents are as important as ever to consumers, why are we not all working together across the sector?”
The Covid pandemic proved the importance of the industry working together, he added.
He said: “During the pandemic we saw that for many consumers the industry appeared faceless – with airlines unwilling or unable to cope with the demand of travellers who wanted to know what was happening to their flight or refund.
“In their hour of need, consumers turned to agents, who became more important than ever in terms of customer support. Those same consumers seem to have stayed loyal.”
Purser said businesses should continue to act on their learnings from Covid.
“All travel businesses in the chain hold valuable roles. We are certainly a lot stronger as an industry if we work together, rather than against each other – and I hope these adverse situations make us realise that more,” he added.
Purser’s new role will involve working with businesses looking to grow or where individuals running travel businesses are looking for an exit and need guidance.
“It’s about filling those gaps. Firebird sits as a non-executive director and finds permanent people for that business,” he added.