The Travel Industry News - Editorial Archives

October 1, 2001

PEOPLE NEED PEOPLE...

Our world shook on Tuesday, September 11th, 2001 and the vibration will not quickly subside.

Everything that can be said and/or written about these events has been covered. What is in each of our hearts and minds...only we know.

All that I know and believe...because my Mum and I lived in London throughout the Second World War bombing...is that the nation must return to everyday life as soon as possible.

You can’t live by being afraid, people unite and work together in a way that virtually never happens during ‘normal’ times.

AND NOW...one week later...the stock market is just about to suffer its greatest one week loss in history, companies talk of laying off people by the tens of thousands, the military prepare for a long gruelling battle against terrorism and the general mood seems one of pessimism...but the Mariners won the Western Pennant! It’s time to be positive, yet realistic, for prophecy indeed can be self-fulfilling...be it negative...or positive...and positive is better!

THE AIRLINES...

In all honesty I am not sure about the wailing of the airlines in the aftermath of this tragedy.

As I watch the TV and read the newspapers covering the incredible losses the airlines are reporting and their backup of those numbers with announcements of massive layoffs, I hear no one saying that these same airlines were in deep trouble long before September 11th...AND...the trouble was much of their own doing.

Yes, commercial travel has decreased...but why?

The truth is that the ‘Business Traveler’ has subsidized the leisure traveler for many years. Why should a VP of the Widget Corporation have to pay far greater prices to travel from Sea-Tac to New York?

The airlines built their profits and much of their marketing on this segment thinking it would always be there, they were wrong...not to mention ‘Frequent Flyer’ programs that have...and will... come back to haunt them.

“Once Upon a Time” airlines charged the same price for all their seats...AND...they built their fare structures, schedules and marketing accordingly...even recorded reasonable profits.

Do our country’s leaders have any idea just how much of the airline’s work is currently being done by travel agents to solve the myriad of problems that have arisen through stranded passengers, re-scheduling, cancellations, hand-holding and assurances...I think not!!!

A massive bail-out for the airlines by the government? Shouldn’t the entire industry be considered?

Of course we don’t want the airlines to go out of business, they are an integral part of the US & world’seconomy...but let’s get all the facts straight.

As I write, $5 billion has just been allocated to the airline industry to guarantee loans and address security measures...the airlines have apparently asked for $17 billion.

Will they rehire those laid off? Will they lower executive’s salaries? Will they have to account for this money? Will they alter the things that have helped to create their problems?

Today I heard that they won’t serve food on domestic flights...that should save about $3.50 per passenger!

Airlines...you taught the public to expect low fares...you taught the public to expect good service...you led the travel agents to believe they were your partners, you built loyalty amongst your employees, AND NO WHERE...did you mention that all these things would be sacrificed to Wall Street and the Titans of Technology.

THE FUTURE OF TAs

We have made about 50 calls in recent days, we have talked to others on the phone and received emails...a pattern emerged...an encouraging pattern that I hope you can all use and promote over the next few weeks and months.

THERE IS NO SUBSTITUTE FOR REAL PEOPLE!!!

Travelers who had booked with online companies, or directly with the airlines, showed up at travel agency’s doors. Why? They needed to talk to a real live person...something they apparently were unable to do through their original sources. Other clients stated that “the service fees they had paid agents were worth every penny.”

Confidence in e-tickets, dot.com airline sites...and airlines...are taking a beating.

It’s time to shout your advantages out loud, travel agents...the time has rarely been better for you to be heard...you have proven your worth during a most difficult time.

PLEASE—when possible...book those who support you, be they the airlines, cruise companies, wholesalers, hotels...whatever. If they appear in TIN...they believe in you!

As you read this I will be visiting London...yes, it’s still there after 1,000 years, despite the Plague, the Great Fire and six years of bombing...just like the unquestionable strength of the American people.

David L Bond

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