It’s not an easy conversation to have with clients but it’s one we need to address, says ArrangeMy Escape’s Jennifer Lynch
I’ve just experienced anti-tourism – it was quite intimidating and made me wonder how my clients would react
In the blink of an eye, we’re almost into March. While many around me complain that January felt endless, I find myself wishing it had lasted a little longer. It was a strong start to the year for us, and I want to commend my team for their dedication and hard work in converting bookings.
With January out of the way, I recently enjoyed my first trip of the year – a short break to Lisbon. We visited Sintra to explore Pena Palace, arriving bright and early to avoid the crowds. But what happened next took me completely by surprise. As I stood there, minding my own business, someone started shouting at us. At first, I was in shock, but then I realised – I was experiencing anti-tourism first hand.
The message? Support local businesses and the Portuguese economy. I’d read about this growing sentiment in news articles and seen it on TV, but I never imagined it would happen to me. It got me thinking: what if this happened to one of my clients? How would they feel? Because, to be honest, it was quite intimidating.
Rising tensions
It’s a complex issue. I understand the frustration of locals living in heavily touristed areas, but tourism is vital for sustaining traditions and businesses, especially in remote regions. This tension is becoming more noticeable, and I suspect we’ll see more travellers encountering it. It’s not an easy conversation to have with them, but it’s one we need to address.
During peak season, I’ve been especially grateful for the power of fam trips. No matter how long you’ve been selling travel, there’s always something new to learn, whether it’s emerging trends or unique destination experiences. This year, we’ve noticed a shift in demand, with most peak season enquiries focusing on immersive experiences rather than just a traditional beach break.
Having first-hand knowledge and the ability to guide a client through their options is invaluable, not only for securing the booking but also for elevating their overall experience. I visited the Maldives with Lusso last year, and the impact has been clear – the confidence in my recommendations has translated into larger bookings with ease.
Take Rosie, for example. She joined our team as an apprentice just over three years ago. After fam trips with Latin Routes to Peru and a Hurtigruten voyage, she’s gone on to convert high-value bookings with impressive results. The key? Sharing our experiences relentlessly. The more we talk about what we’ve seen and learnt, the more it pays off.
Annual highlight
Our Travel Show is now just two months away, and it’s always one of the most exciting events in our calendar. I’m so grateful to the suppliers who support us year after year. It will be our third show since 2020, and with each one we’ve adapted and refined the experience.
If you’re considering hosting your own event but aren’t sure where to begin, my advice is to start small. See if you can secure a free venue, invite a handful of suppliers and, most importantly, talk to your customers to gauge their interest.
It’s easy to get carried away, but keeping things manageable from the beginning will set you up for success!
Look who’s talking
We all appreciate operators that truly listen, but Riviera Travel has taken this to the next level by creating an agent committee – one I’m fortunate to be a part of. We meet to share feedback and discuss where improvements can be made. The results speak for themselves: commission now paid on all travel elements, VIP agent trips, successful product launches, better communication and Riviera Rewards. Inspired by this, I set up a customer committee and the feedback has been insightful and constructive. All tour operators should take a page from Riviera’s book. This is a perfect example of how strong travel partnerships should work. Well done, Riviera!