Volcanic Chaos Proves Value of Agents and Wholesalers
It has taken the sudden eruption of an Icelandic volcano to demonstrate graphically the value of booking travel through agents and with reputable wholesalers.The Eyjafjallajokull volcanic eruption has paralysed air traffic throughout Europe, stranding thousands of passengers and disrupting the flight plans of millions waiting to fly into or out of European destinations.
Travellers who booked through agents and wholesalers are being accommodated with changed itineraries. That’s because agents and wholesalers in Australia can hook up with affiliated suppliers in the destinations, who are able to make alternative arrangements. Travellers who booked on the internet face a bleaker outlook. Most have no idea where to turn for help locally. Some are heading for airports; others are trying to book into hotels that are already full of stranded passengers.
Managing director of Icon Holidays, Simon Hills, said the eruption demonstrated the value of booking through agents and buying packages put together by wholesalers.
“Speaking for my own business, for the past three days we’ve had staff in the office doing nothing but arrange travel for people who had already travelled and are now in Paris, Rome, Istanbul, Cairo and elsewhere. We had suppliers on the ground in those places arranging alternative accommodation for travellers who booked with us.”
Hills, who is also chairman of the Council of Australian Tour Operators (CATO) said he assumed the situation over the weekend was the same for other CATO members, as they looked after their customers.
CATO has often sought to highlight the value of booking through agents and buying packages put together by wholesalers. Now Eyjafjallajokull has proved CATO’s point.
“Those who booked directly or through the internet are very much out on their own,” Hills pointed out. “It certainly brings out the value of booking through agents and wholesalers. It costs no more and there are a lot of advantages.”
Written by: Peter Needham
Hi is oh so true. Many passengers think they can do the agents job and save money but when something like this comes up we are the first people they turn to for help. This should be a good thing for people to think about for their next time!!
We in the industry are already aware of this. This is a very good article – but shouldn’t it be going out into the general public media.
As a trainer of future travel industry employees, in particular those who will become retail and wholesale consultants, I thoroughly agree this should be made more widely available. There’s so much rumour around that travel agents will soon be a thing of the past!
We can hope that travel consultants have seen this article and can use it to their advantage when next asked “why should I bother booking with you when I can do it all on the internet?”
I agree, I use a terrific agent in Brisbane. He’s more than worth his money when the s..t hits the fan. He saved us last year in Vietnam when we could’t board due to a cyclone and he’s doing a terrific job for my upcoming trip next Tuesday to the UK????
Great article! It should go to the media, and not listening every hour advertisement on the radio like “.. buy….”whatever” Travel Insurance- up to 50% cheaper than the Travel Agent”. We are portrayed in the media like robbers, greedy people, not doing anything, but getting “big” commissions.
Peter, your article prompted me to send a “Thank you” letter to some of my customers, partly stating….
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Dear customers,
Just a short message of thank you and letting you know that we appreciate very much your business and always endeavour to assist you in best possible way.
The difficult times now are testing all us to the limits – professional knowledge, patience, physical and mental strength and we are striving to do all the best to assist you with bringing you back home or to your destination in less painful way – financial and physical.
Thank you very much to all of you who trusted us!!!!
Also I wish to thank specially to a good number of customers, that didn’t want to “bother” us making their bookings and trusted the internet, but were very kind to refer to us for further assistance ANY time in the 24 h period.
Cheers
Anna
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I hope they will learn their lesson…..
Long live the Travel Agents!!!!