A passenger walks the halls at Montreal Trudeau Airport during the COVID-19 pandemic in Montreal, Wednesday, Dec. 23, 2020. Travel agents, with bookings down significantly this year, are digging into their roles as information providers or exploring different, less-travelled destinations in the hopes of drumming up business as the pandemic forces the industry to adapt to a new reality. THE CANADIAN PRESS/Paul Chiasson

A passenger walks the halls at Montreal Trudeau Airport during the COVID-19 pandemic in Montreal, Wednesday, Dec. 23, 2020. Travel agents, with bookings down significantly this year, are digging into their roles as information providers or exploring different, less-travelled destinations in the hopes of drumming up business as the pandemic forces the industry to adapt to a new reality. THE CANADIAN PRESS/Paul Chiasson

Travel agents, squeezed by COVID-19 restrictions, adapt to a changed industry

Virtually every business that depends on travel has found itself squeezed by the lack of demand

In an ordinary year, Toronto travel agent Leila Lavaee would be busy around this time preparing custom itineraries for her customers in far-flung destinations like Jordan, France and the Galapagos.

But now, with growing COVID-19 restrictions and an uptick in cases worldwide limiting international travel, Lavaee says she has had to get creative. Instead of the wonders of ancient Petra, the culture of the Louvre or islands teeming with sea turtles,she is pitching more local experiences to clients this year — such as an RV trip across Canada, a spa getaway and a boating holiday on the Rideau Canal.

“I’ve sort of pivoted my business in terms of looking at what can be done locally,” Lavaee said.

Other travel agents, with bookings down significantly this year, are digging into their roles as information providers or exploring different, less-travelled destinations in the hopes of drumming up business as the pandemic forces the industry to adapt to a new reality.

Richard Vanderlubbe, the president of Trip Central, a travel agency with more than two dozen offices across Canada, said he expected bookings to be down around 90 per cent for the winter season, reflecting the scale of the challenges facing Canada’s more than 12,000 travel agents.

“Normally we’re really busy this time of year,” said Vanderlubbe, whose company specializes in leisure travel to sun destinations. “Now we have a skeleton crew.”

Travel agents have already faced tough competition in recent years, as online services like Expedia and Booking.com offer consumers an easy way to save on fees by planning their own trips. But the pandemic has brought with it a new set of business challenges for the industry, with total revenue projected to decline 33 per cent in 2020, according to data from research firm IBISWorld.

Quebec’s Office de la protection du consommateur, which is responsible for certifying travel agents in the province, said the number of travel agents in Quebec fell for the first time in 2020, from 12,953 registered in February to 11,339 in December.

With Canada’s airline sector waiting for aid from the federal government, virtually every business that depends on travel, from taxi drivers to hotels, has found itself squeezed by the lack of demand. Earlier in December, an industry group representing more than 100 airports nationwide asked the federal government for urgent financial support, and some are running out of options to cut costs.

Anticipating poor demand, airlines have slashed capacity by as much as 85 per cent this winter, giving travellers less flexibility on dates and destinations, Vanderlubbe said. Once-popular routes to destinations like Cancun and Montego Bay are operating on a reduced schedule, and flights between Canadian cities and other countries have been cancelled altogether.

Still, with countries enforcing different entry requirements and new airline policies complicating the process of international flight, travel agents say they see an important role for themselves as guides for their customers in a confusing and rapidly changing landscape.

ALSO READ: B.C. has its first confirmed case of COVID-19 variant from the U.K.

Lavaee has been sharing information about airline policies and travel guidelines in a weekly newsletter she distributes to her network. Some of the materials she has shared with her contacts during the pandemic addressed questions around health care for Canadians abroad and visa issues for people looking to go away for an extended period, she said.

Vacations are taking longer to book, with rapidly changing regulations in different destinations and more issues around insurance and cancellation policies to iron out with customers before departure, Vanderlubbe said.

Some countries, such as Antigua and Barbuda, are requiring proof of a negative COVID-19 test prior to arrival, and others, like Grenada, are asking travellers to self-quarantine for a period after they land. Wendy Paradis, president of the Association of Canadian Travel Agencies, said staying on top of these regulations can be one of the advantages of hiring a travel agent.

“During the pandemic, with global travel advisories and policies continuously evolving, travel agents have access to up-to-date information,” Paradis said. “They save you hours of research.”

With the pandemic prompting many consumers to tighten their budgets, however, it remains to be seen whether travellers will value travel agents’ guidance enough to book through them, rather than online.

Some travel agents are focusing on more remote places in the hopes of selling clients on vacations where they can avoid having much exposure to other people. Rocky Racco, the CEO of Toronto-based travel agency TTI Travel, said his company has concentrated lately on planning trips to destinations like Slovenia, Malta and the Azores, where it is easier for clients to respect social distancing guidelines.

Demand for different types of accommodations, like homes or private villas, surged since the start of the pandemic, Racco said. That trend was reflected in a Nov. 16 report by Expedia, which said that alternative property types, such as private homes, cottages, house boats and treehouses, had increased in popularity over the last year.

But for the majority of people who aren’t willing to take a vacation just yet, travel agents are simply trying to stay in touch through newsletters and other means in the hopes that demand for trips bounces back once pandemic-related restrictions ease.

“Something that I promote is, even if you’re not ready to travel right now, start the planning,” Lavaee said. “Because all the flexibility, all the great deals and offers that are out there right now may not exist when you decide to do something in the summertime.”

Jon Victor, The Canadian Press


Like us on Facebook and follow us on Twitter.

Want to support local journalism during the pandemic? Make a donation here.

Coronavirustravel

Get local stories you won't find anywhere else right to your inbox.
Sign up here

Just Posted

Many members of the Williams Lake Cross Country Ski Club, not all of which are pictured here, volunteered their time to make the Bull Mountain family fun day happen during the 2019/20 season. (Patrick Davies photo - WIlliams Lake Tribune)
FOREST INK: Recreation information for Williams Lake and surrounding areas: part two

Community groups have been developing the Cariboo as a world leader in outdoor recreation

School District 27 superintendent Chris van der Mark. (Angie Mindus photo)
LETTER: We are seeing an increase in positive exposures in our schools

School District 27 superintendent Chris van der Mark pens a letter to families

Joyce Cooper (left) said she had to set an example for Tsilhqot’in communities by sharing her COVID-19 positive results. (Photo submitted)
Tsideldel off-reserve member documents experience of COVID-19

We should all be supporting one another and not judging each other, says Joyce Cooper

Do you have a Roses and Raspberries? Email editor@wltribune.com. Angie Mindus photo
ROSE: Thanks to all for assistance after fall

Thank you to the staff who responded quickly and kindly

Terrance Josephson of the Princeton Posse, at left, and Tyson Conroy of the Summerland Steam clash during a Junior B hockey game at the Summerland Arena in the early spring of 2020. (John Arendt - Summerland Review)
QUIZ: How much do you know about hockey?

Test your knowledge of Canada’s national winter sport

A woman injects herself with crack cocaine at a supervised consumption site Friday, Jan. 22, 2021 in Ottawa. THE CANADIAN PRESS/Adrian Wyld
Drug users at greater risk of dying as services scale back in second wave of COVID-19

It pins the blame largely on a lack of supports, a corrupted drug supply

Cannabis bought in British Columbia (Ashley Wadhwani/Black Press Media)
Is it time to start thinking about greener ways to package cannabis?

Packaging suppliers are still figuring eco-friendly and affordable packaging options that fit the mandates of Cannabis Regulations

Wet’suwet’en supporters and Coastal GasLink opponents continue to protest outside the B.C. Legislature in Victoria, B.C., on Thursday, February 27, 2020. THE CANADIAN PRESS/Chad Hipolito
‘We’re still in it’: Wet’suwet’en push forward on rights recognition

The 670-km Coastal GasLink pipeline was approved by B.C. and 20 elected First Nations councils on its path

Jennifer Cochrane, a Public Health Nurse with Prairie Mountain Health in Virden, administers the COVID-19 vaccine to Robert Farquhar with Westman Regional Laboratory, during the first day of immunizations at the Brandon COVID-19 vaccination supersite in Brandon, Man., on Monday, January 18, 2021. THE CANADIAN PRESS/Tim Smith - POOL
Top doctor urges Canadians to keep up with COVID measures, even as vaccines roll out

More than 776,606 vaccines have been administered so far

From the left: Midway RCMP Csts. Jonathan Stermscheg and Chris Hansen, Public Servant Leanne Mclaren and Cpl. Phil Peters. Pictured in the front are Mclaren’s dog, Lincoln and Peters’ dog, Angel. Photo courtesy of BC RCMP
B.C. Mounties commended for bringing firewood to elderly woman

Cpl. Phil Peters said he and detachment members acted after the woman’s husband went to hospital

Dr. Jerome Leis and Dr. Lynfa Stroud are pictured at Sunnybrook Hospital in Toronto on Thursday, January 21, 2021.THE CANADIAN PRESS/Frank Gunn
‘It wasn’t called COVID at the time:’ One year since Canada’s first COVID-19 case

The 56-year-old man was admitted to Toronto’s Sunnybrook Health Sciences Centre

An Uber driver’s vehicle is seen after the company launched service, in Vancouver, Friday, Jan. 24, 2020. Several taxi companies have lost a court bid to run Uber and Lyft off the road in British Columbia. THE CANADIAN PRESS/Darryl Dyck
Taxi companies lose court bid to quash Uber, Lyft approvals in British Columbia

Uber said in a statement that the ruling of the justice is clear and speaks for itself

A 75-year-old aircraft has been languishing in a parking lot on the campus of the University of the Fraser Valley, but will soon be moved to the B.C. Aviation Museum. (Paul Henderson/ Chilliwack Progress)
Vintage military aircraft moving from Chilliwack to new home at B.C. Aviation Museum

The challenging move to Vancouver Island will be documented by Discovery Channel film crews

Most Read