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

Agassiz resident Miel Bernstein is collecting sanitary products for locals in need. These products came from her donation drive before Christmas and were delivered to people in need in Chilliwack and Agassiz. (Contributed)
Agassiz resident collecting pads, tampons for women in need

The program will help provide menstrual and incontinence products for people in Chilliwack, Agassiz

(THE CANADIAN PRESS/Nathan Denette)
Seabird Island to receive COVID-19 vaccine in the coming weeks

All members 18 years and older will be eligible to be vaccinated

Prolific offender Jonathan David Olson (left) and Brodie Tyrel Robinson, both of Chilliwack, were convicted of several offences in BC Supreme Court in August 2019 in connection to a crime spree on the Canada Day long weekend in 2017.
Chilliwack gangster sentenced to 11.5 years in prison for 2017 crime spree

Jonathan Olson involved in shooting a fellow crime associate in the head

Pete Ryan, known all over the world for his chainsaw carvings, died on Friday, Jan. 8. He was 70 years old. (Contributed Photo/Dignity Memorial)
Iconic Hope chainsaw carver Pete Ryan has passed away

Ryan is a founding member of Hope’s famous chainsaw carving community

Screenshot from video.
2 students arrested in assault of transgender girl at Mission middle school

Mother said daughter was targeted because of how she identifies

A woman wears a face mask and shield to curb the spread of COVID-19 while walking in North Vancouver, B.C., on Wednesday, January 6, 2020. THE CANADIAN PRESS/Darryl Dyck
536 COVID cases, 7 deaths reported as B.C. find its first case of South African variant

Henry said 69,746 people have received their first dose of the COVID vaccine.

Alan Davidson was sentenced to almost six years for abusing seven boys in the late 1970s and early 1990s. (Canadian Press file)
Full parole granted to former Mountie, sports coach convicted of sex abuse of boys

Alan Davidson convicted of abusing boys in B.C. and Saskatchewan in late ’70s, early ’90s

Letisha Reimer died Nov. 1, 2016 after being stabbed at Abbotsford Senior Secondary.
No evidence that killer was in ‘psychotic state’ during Abbotsford school stabbing: Crown

Second day of closing arguments at ‘not criminally responsible’ hearing for Gabriel Klein

The first COVID-19 vaccine arrives in B.C. in temperature-controlled containers, Dec. 13, 2020. (B.C. government)
More vaccine arrives as B.C. struggles with remote COVID-19 cases

Long-term care homes remain focus for public health

The first Pfizer-BioNTech COVID-19 vaccine dose in Canada is prepared at The Michener Institute in Toronto on Monday, Dec. 14, 2020. THE CANADIAN PRESS/Frank Gunn
Doses of COVID-19 vaccine expected in 60 B.C. First Nations by next week

B.C. has allocated 25,000 doses of COVID-19 vaccine to First Nations for distribution by the end of February

Join Black Press Media and Do Some Good
Join Black Press Media and Do Some Good

Pay it Forward program supports local businesses in their community giving

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

Kamloops-South Thompson MLA Todd Stone questions the NDP government in the B.C. legislature, Feb. 25, 2020. (Hansard TV)
Todd Stone says he’s not running for B.C. Liberal leadership

Kamloops MLA was widely viewed as a front-runner

Wireless voice and data services are out for those on Telus as of Thursday (Jan. 14) afternoon across Western Canada, Telus Support said in a recent Tweet. (Black Press file photo)
UPDATE: Telus services restored across Western Canada

Telus said they are monitoring the situation to ensure connections remain stable

Most Read