TMCs are grappling with recruiting suitable staff in an industry that was severely depleted of essential skills and experience during the COVID pandemic. And the bad news doesn’t end there – post-pandemic, many agents say they will leave their jobs for greener pastures within the coming five years, contributing to an even greater skills void.
In a recent poll by Travel News, just under half of respondents (42%) said they didn’t see themselves working as a travel agent five years from now.
As experienced agents leave the industry, retiring or becoming ITCs, there is a growing demand for experienced agents.
Kim Botti, Director at Lee Botti & Associates, a specialist recruiter for the travel and freight industries, says since COVID, she has seen a significant increase in the demand for experienced consultants, particularly after the two years in which there were no travel jobs available.
“As the pandemic came to an end, we have seen a significant increase in travel roles more recently,” says Botti.
However, after many agents left the travel trade for good during the pandemic, the industry has been depleted of the right level of skills and experience, resulting in TMCs being strapped for resources.
“Companies are looking for seasoned senior consultants who have years of experience and the knowledge to service high-end markets with exceptional customer service. Current staff are stretched with increased volumes, so agencies need agents who can jump in and get on with things right away,” she explains.
Three South African travel consultants who wished to remain anonymous, gave mixed feedback on their outlook for the future of working in travel.
Agent K said that at one point during the pandemic, she considered leaving the travel industry to become a PA. She was ready to take the plunge, but after her interview, she realised she wouldn’t be happy working in that environment.
Now, she is an ITC. “Every day comes with its own challenges, but running my own business has definitely made me a much happier person in both my professional and personal life. Working as a home-based ITC gives me flexibility to pick and choose what I want to do.” She added that she felt fulfilled by her role in planning and managing travel for her clients.
“The satisfaction I get from being appreciated by my clients means much more to me now than when I was working as a salaried employee. As an ITC, I am earning way more than I used to, giving me an opportunity to do things I could not do in the past,” says Agent K.
Flexibility
COVID was a catalyst for the home-based ITC model, but, says Botti, there is a renewed push by would-be employers for more office-bound staff. This new lack of flexibility could play a part in driving experienced agents out of the travel industry.
“At one point, we saw a huge demand for remote working and, in particular, from the candidates. However, there has been an increase in companies trying to get their staff back into the office where productivity is higher, with knowledge-sharing and team-building being more effective. This is not only indicated in the travel industry but a number of other industries too.”
Pay
Botti explains that employers will pay top dollar for the right candidate.
“We find companies do not limit the salary in a job spec, but search for the skills and experience.”
So, earning better than before COVID, will agents stay in the industry?
“Absolutely not,” states Agent E, who is frustrated by the lack of support in her role, particularly from airlines.
She says her biggest bugbear is the lack of support from airlines, especially when airlines themselves have schedule changes and flight cancellations.
“For the most part, they do not rebook pax on alternative flights and expect us (the agents) to find solutions and rebook the pax and also to reissue the tickets on their behalf due to their schedule changes and cancellations.” She says she sees herself in a different industry in the next five to 10 years.
Agent W, who has worked in travel since the 1970s, agrees with all the experiences described by Agent E, but emphasises that, given the opportunity, she would not change her career.
“It’s not just about the flights or visas or hotels. We work in a vibrant industry and add so much value to travel,” she says.
