The Travel Industry News - Editorial Archives

September 15, 2001

TOO LITTLE - TOO LATE???

I applaud ASTA...and all the TAs that supported them...in their recent ‘Call to Arms’ with a two hour protest work stoppage on Thursday August 8th, it was long overdue. Having said that, one must ask: A. How many agencies supported the call? B. How effective will it prove? C. Does the public care?

In TIN’s own small survey about 65% of the agencies did indeed close their doors..the shame was when a spokesman for a large travel agency appeared on TV and stated that they hadn’t closed because “we are doing fine”... an ‘up with the gangplank mentality’ I guess!

Effective? Well certainly the media paid attention...even if only briefly... and one has to believe that even elected officials find time to read the newspapers, listen to the radio or watch a little TV. Now the trick is to keep the thought alive, to point out that the dying of various DOT.COM companies, layoffs caused by mergers and the loss of jobs by manufacturers leaving the USA, will certainly not be improved by killing an industry that employs at least 50,000 people.

We all know in our hearts that the travel agency community should have reacted with one very loud voice a number of years ago...the problem then, as now, is the ‘Lone Ranger’ approach worn by entrepreneurs as a badge of honour. None of us saw the days ahead when ‘the Captains of (large) industries would opt for high-tech and to hell with the foot soldiers. Sorry to say, I don’t think the ‘posse’ system is going to right the wrongs...indeed the ‘posse’ is going to have to get off those horses, mend a fence or two, sow the seeds of change and hunt for profitability... AND work together.

DOES THE PUBLIC CARE? Overall, in a word - NO! Of course our industry must fight, of course we have to point out the potential pitfalls of current trends...less choice, higher fares, lost jobs, more for the wealthy and less for the working bees...but be realistic, John Doe has worries of his own. Are they sorry its happening? Yes. However- they are now being bombarded with how much less they can travel for by booking on the Internet, or working with an airline/wholesaler direct ( don’t think for one minute that certain ‘trade’ only wholesalers don’t have websites under completely different names), in these days of “ME ME” don’t look for too much sympathy.

IS THE PARTY OVER? Oh no, not by a longshot! Regular readers know that I have always said that...if nothing else... travel agents are some of the most FLEXIBLE people in the world. You can’t be a really good TA without being flexible, this industry just doesn’t allow for it. NOW what you have to be, is creative AND sometimes...selfish. Hey, there is nothing wrong with making a ‘fair’ profit from hard work and brains...but ‘fair’ is the operative word!

SERVICE CHARGES? Am I still talking about this? YEP! Believe it or not there are still agents not charging service fees. An agent told me recently “ I don’t think its fair to my clients”. I guess I have to believe that all her clients don’t charge fees, or overcharge or find a way to ‘make a buck or two’ in their various endeavours. Right!!!

You’ve HEARD IT ALL BEFORE...Sell cruises, packages, use consolidators when possible (who knows how long that will last?)... AND PLEASE... learn something about marketing your strengths to your current clients, current airline clients and potential new clients, just doing the same old thing may not be the answer now!

If you feel you need help on this I’d be happy to meet with you, discuss it on the phone or via email...even...fax! I will charge you something for the service (not much) but I’ll tell you ahead of time AND of course, I have to practice what I preach.

David ( The Sheriff ) Bond

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