Agent Diary: Some people have forgotten how booking a package paid off during Covid

We plan to start shouting about the unique service our customers get from using our agency, says Arundel Travel’s Helen Parry

As we head further into March, we are beginning to feel the momentum slow down, giving us time to reflect on a fabulous start to the year. It’s a time to look at the wins and to tackle the challenges we didn’t have time to think about during January and February.

We have loved seeing our regular customers walk through the door, book their annual summer holiday and share their excitement with us. We have also loved the commitment and resilience shown by our team. Their camaraderie shines through and, 10 weeks into the year, they are still receiving praise and thanks for their enthusiasm and inspiration when booking our customers’ holidays.

Price matching

But it hasn’t all been smooth sailing. We have had many enquiries from new customers and the conversion rate has been fantastic. That said, when we’ve called our live enquiries, our biggest hurdle is customers ‘packaging’ things and asking us to match the price. As travel agents, we know we can’t compare apples with pears, but we are in the business and, as frustrating as it can be, need to have empathy with customers who don’t understand the differences between booking in store versus online.

Our biggest hurdle is customers ‘packaging’ things and asking us to match the price

I hate going back to pandemic times, but on this occasion I feel it is warranted, as a reminder at least. During Covid, we helped customers who hadn’t booked with us but who couldn’t get in touch with airlines, tour operators and OTAs. We heard stories of people losing thousands of pounds, being stuck in destinations with no help and being refused refunds. We cannot look back on that time with regret as we gained many more valued customers and, ultimately, witnessed the revival of the hight street travel agent.

Our plan for March is to start shouting about the unique service our customers get from using our agency

Fast-forward to 2024, however, and the ‘C word’ has been archived, and to some the benefits of booking a package holiday seemingly all but forgotten. We all know money talks, whether buying a car or doing the food shop, so how do we stop talking money and turn the conversation to the benefits of the personalised travel experience?

Our plan for March is to start shouting about the unique service our customers get from using our agency, and the differences between booking online and face-to-face.

Good agents

So, what are the differences?

A good travel agent offers a personalised service, giving a customer peace of mind that their hard-earned money is going towards a trip they have confidence in.

A good travel agent will check different suppliers to make sure customers are offered the best price.

A good travel agent recommends and works with operators they have tried and tested, and therefore trust will make clients’ dreams come true.

People will book with us because they understand that the Arundel Travel experience plays a huge part in their holiday

A good travel agent doesn’t just take a payment and run but remains there for their customers, at the end of the phone or face-to-face.

We know we won’t win them all, but what we will achieve is loyalty. People will book with us because they understand that the Arundel Travel experience plays a huge part in their holiday, and that sometimes you pay a little bit more for something truly special.

Nathan is a credit to Leeds Bradford

Last month it was so lovely to receive great support from the new trade executive Nathan at Leeds Bradford airport. Nathan spent time with each of our team members, telling them all about new security scanners, destinations and the exciting development of the new terminal building – he even did a Q&A with our customers.

We have supported the airport massively since we opened and it is wonderful to have a great contact who is truly on hand to help agents as much as possible. It’s a special time for the airport, and we wish them the best of luck for all the fabulous steps they are taking to make visiting it an enjoyable experience for our customers.