The success of the ITC model, combined with the hybrid and remote work trend seen across the world since the pandemic, has had a huge impact on the structure of South African travel agencies. In some instances, it has led to lost opportunities for training and mentorship, more complicated supplier relationships, and growing pressure for agents to be available around the clock.
Speaking at the recent XL Travel Conference that took place at Sun Siyam Olhuveli in the Maldives, a panel of industry stakeholders focused on some of the biggest ways agencies have been disrupted in a post-COVID environment.
Supplier access
For suppliers, home-based consultants have been key to their success, but the model has also made training and relationship more complicated. Robyn Christie, representative of Development Promotions, said: “It’s given us far more challenges than we ever anticipated just to be able to see those home-based workers who have become very selective about where they go and how they meet with you. We can’t just arrive at somebody’s home – we need to know who they are and get them to our office or coffee shop, which often isn’t ideal for product training.”
Aside from tricky supplier-agent interaction, another danger in the hybrid or remote era was the loss of development and mentorship opportunities, said Reenen Kok, MD of Global Accommodation. “There’s so much scheduling if people aren’t in the same office, and the unscheduled is sometimes where the magic happens. Without those spontaneous interactions, it becomes harder to train younger staff or transfer expertise.”
24-hour availability
At the same time, for agents, the rise of remote and hybrid models has coincided with a shift in client expectations, with customers expecting round-the-clock access. In a comment from the conference room floor, one agent said: “After we were available at any time, day or night, during COVID, many customers now see 24/7 availability as the norm. Clients will phone at 9pm for a booking in December, and if you don’t answer you’ll lose that booking.”
Ross Backman, National Sales Manager for MSC Cruises South Africa, said: “Unfortunately, you can’t put the genie back in the bottle. It’s moving into the realm of how do we meet the consumer at the hours they want to consume.”
While this flexibility can be a competitive advantage, he added: “Nobody can work 24 hours a day – a lot of burnout is likely to come through if that model isn’t managed well.
Unfortunately, with people being able to book directly, it’s a bully tactic where clients will say ‘If you aren’t going to help me, I will phone 10 other people and if they can’t help me either I will do it myself.’ But we are still the experts – the storytellers with experience and knowledge and we’ve got to get that narrative across to the consumer.”
