Travel Advisors React to a Set of New COVID-19 Requirements

The past few weeks have seen a flurry of travel-related COVID-19 news. From the U.S. Centers for Disease Control and Prevention requiring a negative COVID-19 test from all international travelers upon entry to Transport Canada extending the country’s cruise ship ban by more than a year.

While these decisions impact the industry as a whole, already-struggling travel advisors feeling the effects as more clients are holding back to wait and see how new regulations are applied.

“While I do feel the new guideline is a step in the right direction to keep not only the U.S. but people safe as a whole, I would have liked to see options of COVID-19 rapid testing upon arrival upon entering the U.S.” Ateet Ahuja of Complete Getaways told Travel Market Report.

“I understand that they don’t want anyone to fly if they are negative but the fear that passengers have is not about the testing or the new requirement, my clients are afraid of the ‘what if’. They do not want to get stranded in their destination for 14 days in quarantine, and most of the time it isn’t because they don’t trust the medical care but rather that they cannot be away from work for that period of time so it worries them.”

Ahuja said while some jobs have become remote, many of his clients are medical professionals and cannot take off of work for that long. Thankfully, Ahuja said other clients are comfortable travelling and have no reservations about COVID testing in destination. Some have even gone on multiple trips since June 2020 through his agency.

“So far it has affected my business minimally but it has brought a lot of questions along with some post-ponements…again,” he said.

On the positive side, Ahuja said he’s happy to see that most hotel partners offering complimentary onsite COVID testing to make it easier for clients and even offering a complimentary stay for up to 14 days until they are medically cleared to travel.

“I’ve found that being upfront in disseminating information is key to boosting client confidence,” said Eileen Anderson of Journeys Afar. “Reassuring them of my role as information processor and advocate, clients have been overwhelmingly grateful and enthusiastic about future trip decisions.”

The new announcements just reflect another hurdle for travel advisors to overcome after a year of rebookings, cancellations, and chasing down refunds.

“I’ve noticed that many of my colleagues have planned first quarter trips for their clients and now have to cancel them because of the new rules for international travel that includes not only the pre- and post- negative tests but also a quarantine upon returning,” said Elaine Carey of Travel Experts.

“This will bring travel down for a long period of time once again as a week’s vacation could turn into a horrid 3-5 weeks,” Carey added.

However, Becky Lukovic of Bella Travel Planning, said some “are itching to travel,” and thanks to flexible supplier policies, they are able to book prospective trips.

“They are making cautious, refundable reservations with the hopes it will all work out. In some instances we have a getaway planned with a backup itinerary also planned in case the rules change significantly.”

Another major blow, Transport Canada announced it will be suspending cruises with over 100 people until February 2022, effectively ending the Alaska season.

Barbara d. Allen of Artisans of World Travel told TMR that all the restrictions really does limit where she can recommend a client go for their next journey.

“What a blow for the cruise lines, however for the U.S. owned cruise lines like Lindblad and Uniworld, it is a great boon for them since they are able to avoid the U.S. Jones Act. However for those on budget restrictions these cruise lines would not be a viable option. I would hope that our legislatures would consider a one year waiver on the Jones Act to allow the larger ships to sail and get the crews working again,” she said.

Even though it’s a more difficult job, “there is a part of me that is enjoying this challenge. It is making travelers think outside the box.  It is also wonderful to have the world be so excited to travel again.”

Audrey Kennedy, CTA, of On The Map Travel, said that since cruises often book a year or more in advance, it hasn’t been that much of a blow to business.

“I feel like we’re ok there and would suggest clients’ book for 2022. There are many promotions and incentives for early booking.”

However, other new ban from the French government closing the borders of its territories out of concern for a new COVID-19 strain has Kennedy worried.

“Of the most concern are those trips I have already moved from 2020 to May and June of 2021 which are now in question. I have a family that has been trying to plan a Tahiti vacation for 3 years now.  We finally booked them for 2020 and now they are pushed to June 2021… Tahiti is now basically closed for business so if that trip cannot happen, we will be going to Plan B and organizing a domestic trip,” she said.

While new rules make the advisors job more difficult, it highlights just how valuable they are.

“Many clients who have been with us for years and even the newer ones now truly value the experience/knowledge of a professional travel advisor,” said Ahuja. “Yes the process is longer but our job is to educate the clients on their questions, assess the best decision for them and be honest. If the client is not comfortable then they should not travel. If they are ready to travel, we do the best we can to offer all the information to make them feel comfortable, which takes a little longer, but allows for a better travel experience and a better experience with our agency.”