TORONTO — The COVID-19 pandemic dramatically transformed the global travel sector, leading to unprecedented challenges such as agency closures and stranded travelers. However, industries are now bouncing back and utilizing lessons learned to prepare for potential future crises. Five travel industry experts share their insights on fortifying resilience and readiness in the face of uncertainty.
Value Your Employees
Salma Siddiqui, President of Uniglobe CBO Travel in Ottawa, underscores the importance of adaptability in uncertain times. She emphasizes that organizations should focus on job retention during crises, which fosters unity and morale. “Rather than resorting to layoffs, we should prioritize employee stability,” she says. This approach not only strengthens team cohesion but allows for swift recovery when the storm passes.
Additionally, Siddiqui recommends contingency planning. She suggests that agencies consider setting aside reserve funds, which can enhance financial resilience against unforeseen events. “While we’ve moved beyond the pandemic’s peak, vigilance is vital; the threat remains,” she cautions.
Engage Your Clients
Monica Johnstone, Owner of Uniglobe Travel Innovations in Mississauga, believes readiness is essential. “Having cash reserves is crucial,” she states, having borrowed funds to maintain her team’s positions. During travel restrictions, her agency engaged clients through weekly updates, sharing recipes and personal stories to keep their brand top-of-mind. “Being proactive and knowing where you can cut expenses is paramount,” she advises, ensuring both clients and staff feel secure.
Diversification is Key
Jamie Milton, President of Uniglobe Carefree Travel in Saskatoon, reflects on the essential nature of diversification. Milton kept her staff employed during downturns and adapted by reducing hours and utilizing government wage supplements. “Working with local tourism partners for staycations kept our agency afloat until international travel resumed,” she explains. A diverse portfolio of corporate, leisure, and group business proves beneficial against future disruptions.
Make Bold Moves
Cathy Larsen, CEO of Departures Travel in Sidney, BC, shares her experience of quickly adapting to the pandemic’s challenges. Bold actions, such as selling office furniture and organizing collaboration with fellow agencies, proved effective. She also established open communication with government and local organizations. “Rapid adaptation and advocacy are crucial elements for navigating future crises,” Larsen emphasizes.
Use Your Time Wisely
Shalene Dudley, Owner of Latitude Concierge Travels in Oakville, ON, highlights the personal and business challenges posed by the pandemic. Taking time for rebranding and planning allowed Dudley to enhance her offerings, including obtaining new accreditations and expanding her agency’s services. She believes that having a risk management plan is essential for future preparedness. “Even during crises, opportunities can be found,” she states.
Looking Ahead: Staying Vigilant
Though none of the experts foresee an imminent pandemic, they unanimously agree on the need for ongoing vigilance. “Challenges will always exist,” Johnstone remarks, noting the current geopolitical climate. In a similar vein, Milton emphasizes making informed decisions while remaining adaptable. Siddiqui reiterates the importance of acknowledging the pandemic’s long-term impact while preparing for future disruptions. Dudley concurs, believing that the industry has gained the agility needed for more effective responses in subsequent crises.
The lessons from the COVID-19 pandemic have been invaluable in shaping a more resilient travel industry, ready to navigate whatever lies ahead.
