The travel industry was one of the first to be hit by Covid-19, but local travel agents say that the pandemic has proven their worth.
Independent travel agent Kelly Bowater, based in Richmond, says that brokers worked hard during the lockdown to get refunds for clients who were left in the lurch after international travel came to a standstill.
“Suddenly it was gone,” Kelly says.
“We had the rug ripped out from under our clients, and that’s been ripped out from under us.”
Travel brokers like Kelly and Jojo Gary of Kelly Bowater Travel worked full time from home during the lockdown for next to nothing, cancelling, refunding, and working with carriers to try and get money back for their clients.
“Our business was completely taken away from us,” Kelly says, but brokers had no choice.
“We had to do the right thing by our clients and try and get some of their money back.”
But despite all the stress, Kelly says that the experience proves just how worthwhile travel agents and brokers are, compared to booking yourself online.
“To our clients, we have proven that we are worth it.”
Kelly says there was a lot of stress involved for those who booked individually and were faced with the task of trying to get refunds.”
“I’m not putting down booking yourself on the internet, but as brokers we are professionals and we are here to support people in those tricky situations.”
With the current uncertainty that international travellers now face, Kelly says that the role of a travel agent is now more vital than ever.
She says that there will be a lot of uncertainty around travel in the future and things are changing daily with operators.
“We have the access and the knowledge to help.”
Owner and operator of House of Travel Richmond, Amanda Radovanovich, says that travel agents played a big role in getting Kiwis, who were stranded in various countries overseas, back home when Covid-19 swept the globe.
“We were really busy helping people just get home.
“We have had so many people say to us ‘thank god you were there,’ especially those with families trying to get their children home from Europe and overseas.”
Amanda agrees that the uncertainty caused by the Covid-19 crisis has proved the value of travel agents.
“There is a lot of uncertainty, and our value is that we can directly liaise with airlines and suppliers and that we are available twenty-four seven to our customers.”
While there was an initial downturn in business, Kelly says that the travel broker industry has proven how valuable it is and will come out stronger once the pandemic is over.
“We are here to ride the storm and come out better at the other end.”