Covid-19 has see travel agent’s profits fall 95%
HILARY MURPHY TRAVEL in New Ross has been sending holidaymakers around the world for 50 years but for the past four months its owner has been busier working full time processing refunds and changing dates in what has been a torturous process.
Working alongside one staff member Veronica Culleton, Deirdre Murphy said cancellations started coming in last February as news of the coronavirus started to dominate the airwaves. ‘It was hard at the start but it has gotten much more difficult. Little did we know on March 16 what lay ahead. We thought we’d be back open by Easter; that it would be a hiccup along the way,’ Deirdre said.
Throughout those weeks of closure in April, Deirdre and her colleague were busy telling clients that their long-awaited holiday sadly wasn’t to be this year.
‘It has become more difficult because of mixed messaging from the government. The airlines are back in the air. The government are advising that you can travel once you are prepared to quarantine for 14 days when you return, however, the Department of Foreign Affairs (DFA) advise that you are not to travel unless it’s essential. Hence if you choose to travel, your travel insurance will not cover you because you are travelling against government advice.’
She said people are at a loss because the terms and conditions of their booking is that the flights are going and it’s ultimately a personal choice not to fly.
‘Before, it was so straightforward. Now the government are saying travel but the department are saying not to.’
A social stigma around foreign travel has also emerged, with reports of people looking disapprovingly on anyone who does take a foreign holiday.
‘People have made enquiries with us about travelling this summer but we’ve advised against it. People say they would love to go and then you see the DFA advising that all but essential travel is banned and yet you see the inbound travel coming from the US and UK by ferry and flights. These are people coming from hotspots and there is no restriction. They have to fill out a Passenger Locator Form in which they put down an address where they are staying but most won’t be staying at only one address. We have clients who were due to travel to the States this summer. Flights were still travelling but US citizens were not allowed to travel to the US and yet Americans can travel here; is it a fear of causing offence to the American authorities and Donald Trump on his high horse?’
Open Monday through Friday throughout the pandemic, Deirdre said she has never had a more difficult year in business.
‘ The toughest times we had before were the Icelandic volcano, which went on for a few weeks, and 9/11, but this has been the most difficult by far. All of the money is going the wrong way. Some people were under the impression we were all at home watching Netflix and enjoying the fantastic weather, but it was totally the opposite; we were up to our eyes speaking to clients on the phone, giving advice and rearranging flights, whether it was rebooking for next year or cancelling next year.’
As a local, family travel agency, Deirdre took the difficult decision not to reopen the business to the public, but rather to continue running the business over the phones.
Describing the process of getting refunds as very slow and tedious, Deirdre said: ‘The reason being that most companies, whether they are airlines or tour operators, have less staff. They are not working in their own offices, they are working from home which has made it more difficult for them and in turn more difficult for us. We’re still waiting on some refunds from March.’
She said some clients have been left very frustrated by the process but once it is explained to them, they understand.
‘We are too busy dealing with existing clients. We’re chasing airlines, ferry companies and tour operators. Our clients on the whole have been very understanding. Some have even expressed their gratitude, bringing us flowers and chocolates and prosecco. Their lovely smiles and waves through the window show how clients acknowledge that we are here working away behind closed doors on their behalf. On a very positive note, we have new enquiries and new bookings have come in, obviously at a much smaller extent than usual.’
Eagerly awaiting a decision by government to announce a green list of safe destinations to fly to, Deirdre said: ‘We’re awaiting the approval of a green list of destinations where there are lower rates of the virus so people can get back booking travel around the world.’
She said the past four months have been the most challenging experience she’s had in business.
‘Where other business were able to shutter up and go home and open up when the government said last month, we were not on an essential list but we couldn’t leave our customers in the lurch, we are not encouraging people to travel which is going against our livelihood but we are looking at the big picture. As a travel agents we are licensed by the Commission for Aviation Regulation and we are fully bonded so it gives people financial protection and peace of mind if they book with us. We’ve been active on social media and are offering advice and inspiration to clients there,’ she said.