Agent Diary: ‘We all need to do whatever we can to be more sustainable – our industry depends on it’

Tourism needs to be managed sustainably for the good of the planet – and for the future of our industry, says Spears Travel’s Kim Kent

We are constantly reminded of our ever‑changing planet and the impact of global warming which, if not addressed, will affect us all. Every time I turn on the television there are programmes about our disappearing world, which is very alarming when you consider the nature of our industry.

I have been fortunate to travel the world and experience some of the most stunning landscapes, wildlife, history, culture and people, but I wonder how much longer our beautiful planet can survive.

If tourism is not managed well, it could have a negative impact on communities and the environment, in turn creating problems for local residents that could ultimately lead to the decline of the sector.

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Operators need to work closely with ground agents to help protect these natural environments and provide authentic tourism experiences that conserve heritage and culture, creating employment. We in turn need to support these companies.

Do your bit

I think we all need to be mindful of the effect our industry can have on the environment and what we can do to minimise that impact. While we are a small fish in a big pond, it is vital that everyone does their bit.

In the office, I am often moaning about the amount of paper we use to print confirmations, boarding passes and other documents, and I’m sure I’m not the only one. We all try to keep waste to a minimum in the shop, using both sides of paper where possible, and we also recycle everything – even the window posters.

I have been educating some of my more senior clients about the wonders of technology and the fact they can store boarding passes on their phones to try and cut down paper use

Since Covid, operators are more inclined to send travel documents electronically, regardless of the booking value, and we have to print these and present them to the client in a wallet, thereby using our stationery.

I appreciate many customers find it reassuring to have their holiday tickets in paper form. But recently I have been educating some of my more senior clients about the wonders of technology and the fact they can store information, such as boarding passes, on their phones to try and cut down paper use.

Some of the older clients respond quite well to this, saying they never realised they could do such a thing! Many have smartphones but they just don’t know how to use them, so we double up as their tech gurus. We have also helped them to download apps for cruises, flights and other things, all of which helps to reduce the amount of paper we use.

Recycle everything

We recycle everything we can in the shop, be it plastic, paper or ink cartridges, but even though I have tried many times I can’t get anyone to collect the brochures. Apparently the glue on the pages means they cannot be recycled, which is a pity.

As tour operators go digital and reduce the number of brochures they produce, it allows us to use fewer and ultimately reduce waste

I also have a sign in the shop requesting that clients ask for a brochure rather than helping themselves. This means we create less waste and can give out the best information for their requirements. As tour operators go digital and reduce the number of brochures they produce, it allows us to use fewer and ultimately reduce waste.

Sustainability may seem like a complex topic, but it’s so important we all do whatever we can. Our industry depends on it.

Wait for refund is no fun at all

I can’t believe how long refunds are taking at the moment; we have quite a few in the system that date back to June. One particular one is a failed transfer from the beginning of August for just £43. We submitted the claim but heard nothing until October 3, when we were told the funds had been cleared by the operator and they would pay the amount direct into the customer’s bank account. We are now six weeks on from then and there’s still been no payment. The operator has admitted it was their fault, so what more can we do?