ITCs, whose small businesses have been hit hard by the COVID-19 crisis, say their clients have reached out to them with gestures of goodwill, showing their appreciation and support.
TAG ITC Deanne Hunter told Travel News about a long-standing corporate client who made an advance payment, a lump sum, for future flights. She said the gesture gave her hope for the revival of business, showing her client’s intention to travel as soon as he is permitted.
A Western Cape ITC, who asked not to be named, said a client offered to pay her a monthly retainer for the next few months, which would be deducted from her transactional invoices once travel restrictions were eased and businesses started to pick up again. “I was so moved by this gesture, which was initiated entirely from his side and is the lifeline that will keep my business afloat,” said the ITC.
Club Travel ITCs have shared stories of how clients have helped with data payments, of receiving shopping vouchers to help with groceries, and receiving advance payments for 2021 tickets. Two ITCs said their clients had even helped with the payment of their rent. Another agent says a client insisted he keep the commission portion (over R20 000) of a booking that was cancelled and that he had agreed to refund to the client in full.
“These gestures show just how valuable ITCs are to their clients and how relationships remain the key factor for a successful travel business,” says marketing manager of Club Travel, Luana Bravetti.
“We are receiving similar heartwarming reports from our ITCs on a regular basis, who say their clients have shown enormous concern about their situation. ITCs say they are being supported by both corporate and leisure clients through a variety of schemes that have been initiated by their clients. These range from transactional retainers to small monthly donations. We believe that this support derives from the highly personal nature of the relationship that ITCs have with their clients, who in many cases view them as an extension of their own family,” says md of eTravel, Tammy Hunt.
Ceo of Asata, Otto de Vries, says it is touching to hear stories like these as they show what an invaluable role agents play in their clients’ businesses.
