In this candid Letter to the Editor, Travel Adviser, Angie Doran, from Angies Travel Services, looks at why agents are being paid less to do more, and what can be done about it.
I have been part of the travel industry for the better part of 29 years and can’t help but reminisce about the ‘good old days’. While I realise we need to reinvent ourselves, move with the times and keep up with international travel trends, the agent function has become more complicated than ever before.
In the past, 10% service fees were given across the board with no need to justify them as they were automatically included. Waivers and favours were freely given by airlines and there was very little to worry about as an agent. Now we are literally swimming in airline rules and if we make a ‘genuine little mistake’ the costs to help/change/fix are huge let alone the fact that the complicated manner in which the ‘fix-up procedures’ are done results in much inconvenience to the client, who is then left questioning whether they should be using an agent or not.
More recently, certain airlines have introduced zero baggage allowance on certain of their discounted fares. Honestly… every international traveller needs at least one piece of baggage included in their fare, so why have the airlines brought this in? It functions only as an extra revenue stream for airlines, it does not benefit the agent or the client. The advance payment for booking specific seats is another example of a service that follows this airline trend.
While I am aware that we should also charge extra for providing these services, the fact is that the price-conscious consumer is watching every cent, making charging extra easier said than done. But then, the myriad ‘add-on services’ (online check-ins are another example), are incredibly time consuming for agents, making it difficult for us to justify not charging extra for providing them.
It’s a challenging position, made more challenging by the fact that the results are often out of our control, and so when, for example, we cannot give the client the seat they have requested, they fail to understand the context and are more likely to become disillusioned with using an agent.
In short, navigating the day-to-day life of the travel agent has become more complicated.
We do, however, need to embrace these complications as part of the job. We need to ensure that we reinvent ourselves and stay at the forefront of this ever-changing industry. We need to stand our ground when it comes to charging for extra services booked and time spent.
At the end of the day, we offer our clients a valuable time-saving service, and so, whatever is thrown at us, we will prevail.
Do you have an important issue you feel strongly about? Do you have thoughts you want to share with other travel agents? Our open letter platform gives the industry a voice. Send your letters to savannahf@nowmedia.co.za.
