Delta Air Lines’ London-based VP of Sales for Africa, Middle East & India has a unique perspective on trends and the future of travel agents in South Africa.
Durban-born Jimmy Eichelgruen left South Africa in 1987 but has maintained strong ties with the trade in SA, which has been one of the regions he is responsible for since Delta started direct services to Johannesburg from the USA.
In addition to its 10 direct flights a week to JNB and CPT, Delta has joint ventures with KLM and Air France to issue Delta tickets on some 31 flights a week into and out of South Africa.
Eichelgruen works closely with travel agents on sales in so many countries and when Travel News heard that after 55 years he was retiring at the end of June this year, we asked him for his perspective on the trends affecting travel retailers.
Said Eichelgruen: “The importance of our service goes back to when I started in travel in 1969 as an SAA intern in Durban and tickets were issued manually. The ticket then had to be delivered by messenger to the client.
“Over the years, there’s been a whirlwind of change, yet, amidst it all, one constant remains in South Africa: the steadfast commitment to meeting clients’ high expectations of service. Whether it’s assisting a customer calling from overseas at midnight South African time with an urgent issue or indulging the sense of urgency created by customers eager to plan (way) ahead for their travels, the demand for exceptional service persists. Not forgetting the everyday challenge of the leisure travel consultant who endures clients seeking their expertise and guidance only to book everything online. To mitigate this practice, I believe there’s an opportunity to introduce a ‘service fee’ for travel planning, which can then be credited to the final booking – a practice that could add value and fairness to the process.
“Reflecting on the evolution of the industry, perhaps one of the most significant shifts has been the emphasis on training and acquiring qualified staff. In the past, travel consultants often began their journey from the ground up, starting as receptionists and gradually expanding their knowledge through courses offered by major airlines like Pan Am, Lufthansa, and KLM. From handling domestic bookings to mastering the intricacies of constructing international airfares with strategic stopovers, the path to expertise was a journey that took dedication and time. Having a fares expert within your agency was not just an advantage but a necessity, distinguishing you from competitors and ensuring top-notch service delivery.”
We asked Eichelgruen what he would do today if starting a travel agency in South Africa.
“Building steadfast relationships and delivering exceptional service and expertise would be paramount. As leisure travellers increasingly turn to online booking tools, there’s an opportunity to carve out a niche as specialists in specific market segments. Imagine being the go-to agency for tailored itineraries catering to diverse interests such as sports, culture, history, nature, sustainability, beach getaways, or off-the-beaten-track adventures.
“For TMCs, providing outstanding service remains essential, coupled with highly efficient and effective booking tools and access to comprehensive statistical resources. Embracing innovative technical solutions should be the norm, ensuring seamless operations and enhancing client satisfaction,” he said.
Eichelgruen joined Pan Am in 1973, where he had the opportunity to witness the evolution of various routes to South Africa. Among these, notable routes included:
- Johannesburg/Abidjan/New York,
- Johannesburg/Monrovia – Robertsfield/New York,
- Johannesburg via Cape Town/Rio de Janeiro, continuing through Guatemala City to Los Angeles.
Eichelgruen has no plans after his retirement. After 55 years in travel, how old is he?
“Age is not a factor at Delta, and nobody approaches you about retirement. You are not asked your age when you join, and I doubt if Delta has a record of my age. As long as you can do the job, the decision at Delta on when to retire is left to the individual,” said Eichelgruen.
