I'm still standing
As the world slowly re-opens, I thought I would take the opportunity for a quick catch up and update. The last time I was in touch en masse was to share my Siena travel blog – well, hasn’t a lot changed since then? Please read on for my account of how lockdown has been for me and how Travel Counsellors is adapting moving forward.
March and April brought challenges! Italy closing borders marked the start of what would become a whirlwind of regularly changing airline and supplier cancellation policies, obligations, force majeure, and question marks surrounding refunds, vouchers, credit notes and responsibility. Trips were cut short as I rushed to get clients home before airlines cancelled flights, and then the forward cancellations began. The necessity of cancelling trips that I had worked hard to create and that you had been looking forward to was always going to be difficult, but all of my clients accepted this inevitability with good grace and the catch up phone calls along the way very much helped keep me sane.
Staying in touch with clients is almost certainly one of the best things about this job. I’m lucky to be part of a business built on relationships rather than volume and this model has helped us immeasurably throughout this difficult period. Travel Counsellors topped another MSE customer satisfaction survey last week, which is a real boost and testament to those relationships. Refunds haven’t always been processed as quickly as we would like with some suppliers dragging their heels but being available to respond to calls and emails has been key to keeping everyone reassured. My clients (you) have been great throughout this difficult period and your patience has been amazing, thank you.
May and June were better! Supplier policies stabilised and things settled down. With everything under control I was able to take a step back once in a while to take advantage of sunny days, getting stuck into the garden or heading to the fields or beach for adventures with my dog, Gizmo. I joined the Zoom revolution for a fine selection of quizzes and catch-ups with family and friends. Dad’s 90th was celebrated with a family virtual bake off. Netflix became a best friend, as did iPlayer. Re-decorating my office still hasn’t happened, but all in good time! As with most people I’ve had good days and bad days, energetic days and lazy days; I’ve taken time out to reflect, feel grateful for health, family, a roof over my head and the simple things in life. There have been a few wobbles and challenges along the way, but it could have been worse.
The travel industry has of course been badly hit and stories of redundancies and business closures are now increasing daily. It’s a really sad time within the industry, watching so many people face future uncertainty and my heart goes out to those affected. Again, I feel so fortunate to be part of a company that stands in such a strong position moving forward. Our Financial Trust has meant client refunds haven’t come from operational budget, and our homeworking overheads are considerably lower than companies with offices and high street shops. Being self-employed has enabled me to keep working throughout this period while receiving government support and it will allow me to continue working as we move forward, remaining in control of my own destiny.
It’s now July and we’re not there yet but the world is slowly starting to re-open, albeit with challenges, uncertainties and a new sense of normal. Some of you are keen to get away so over the past couple of weeks I’ve had a few trips to research which has been lovely! I appreciate overseas travel isn’t top of everyone’s list right now but if you are considering getting away in 2020 and have questions, please feel free to get in touch. Restrictions vary across countries so we’re keeping a close eye on FCO advice and entry requirements, working with hotels and suppliers to understand how they’ll keep you safe while still enjoying a relaxing break. My priority is to know you’ll be well looked after.
If closer to home is more tempting this year, we’ve also extended our portfolio to offer a more extensive range of UK based holidays from cottages and lodges, boutique hotels or glamping, to cycling holidays, escorted touring or self-guided rail adventures. There really is something for everyone so please let me know if I can arrange something for you.
Our customer feedback tells us 2021 travel is looking a lot more promising and for your additional peace of mind we have introduced our Flexible Promise. This covers most packages and allows you to make free changes up to two months prior to travel, and of course all future bookings will still be protected by our TC Financial Trust along with ATOL and the Package Travel Regulations. Our suppliers are keen to encourage new bookings so we’re seeing hotels offering as much as 50% off, which is incredible! Easyjet release Summer 21 flights on Thursday and many longhaul carriers are offering sale fares so it’s a fabulous time to look and book.
Whether or not travel is on your immediate horizon it would be lovely to hear from you, to catch up on your lockdown story which I hope has been OK overall. Fingers crossed we find a way back to normal life sooner than later and can all resume travel to countries far and wide.
Until then, continue to stay safe and I hope to catch up with you soon.
