Tales From the Front Lines - Kristin Hoogendoorn, Centre Holidays

TravelPulse Canada is proud to support Travel Advisors around the globe. Our "Tales From The Front Lines" series is designed to give consultants a voice during the COVID crisis and bring professionals together. Enjoy today's submission.

"We could not have predicted the devastating blow that COVID would have on the travel and tourism industry. Pre-Covid my travel business was successful year over year with accomplishments such as 2 Readers Choice Awards for 'Best Travel Agent' and Centre Holidays 2019 Circle of Excellence Diamond Level award. I was working 12-14 hour days never leaving my phone's side and my laptop even joined me on vacation. I remember swimming in the pool at the Royalton Bavaro when my phone rang. A client had a cancelled flight and needed immediate assistance which prompted me to leave my family behind and get to work. By the end of 2019 I was ready to hire an assistant to help my work flow but soon after COVID came in like a wrecking ball. The voluntary cancellations started which resulted in long hours on hold. I remember waking at 5 in the morning to be the first one in line on hold. I would then pick up my daughter from school still on hold with the same supplier.

Agents offered to conference me in with a tour operator if their call was answered first, we looked after one another's reservations and really came together as a team. We will remember which tour operator had our back and the BDM's who showed up to offer support and unity during the most stressful time in our career. I had a family due to depart for Turks and Caicos staying at the beautiful Beaches resort the day after it was due to be re-open. I called Beaches reservations and talked to one of their agents and explained that the family could not fly due to travel restrictions and WestJet had cancelled their flights. Unfortunately, their dates did not fall within the policy change, but the agent rebooked for the following year at no additional cost. We worked together as a team allowing me to look like a Rockstar to my client (who gave me the most heart-warming review on social media).

Being a Travel Advisor during COVID makes me miss connecting with clients to discuss their travel dreams and then watch those dreams come true through their photos. It is heartbreaking to postpone plans, but I always tell them that 2021 will be the most epic do-over. We will have a renewed appreciation for travel and perhaps never take it for granted again. I hope COVID has taught the consumer that having a trusted travel advisor in your pocket is as valuable as hiring a Real Estate Agent to sell your home. Your investment should be protected by a professional. We saw many people reach out to Travel Advisors when COVID hit asking for help and guidance as booking solo left the consumer alone and confused. Once the restrictions lift, I want to see the travel consumer find a local Travel Advisor and put their money back into their community. We are small business owners who have been hit the hardest."