Jamie Biesiada
Virtuoso has a name for it: VUCA. It stands for volatile, uncertain, complex and ambiguous situations that could lead to potential travel disruptions.
And last week, the agency consortium revealed that a study showed that its members are seeing impacts from the VUCA geopolitical situations around the world.
According to the survey, 10% of respondents said their clients were changing their travel plans "due to a concern over anti-American sentiment." Another 40% reported clients were avoiding some destinations in the Middle East, Europe and Africa due to concerns over terrorism, with Turkey and Egypt at the top of the list.
So, how do agents handle client concerns while living in what Virtuoso CEO Matthew Upchurch has called a "VUCA world?"
According to Jay Johnson, president of Virtuoso agency Coastline Travel Advisors in Garden Grove, Calif., it comes down to presenting clients with all the honest, relevant information they need - and not pressuring them into taking a trip they have concerns about.
Terrorism has caused both cancellations and reservation changes at Johnson's agency. The hardest-hit country recently has been Turkey.
Jay Johnson
"Turkey has been one of our biggest destinations for years and it has completely dried up," he said. "I mean, I don't think we even have one person going to Turkey now, where we would have maybe 50 couples, if not more, going on a regular basis."
He called the situation "frustrating," but it's similar to the situation in Egypt several years ago and now, Johnson said he is seeing "a little bit of an uptick" there. He also said his Europe business is up this year despite recent terrorist attacks there.
When it comes to countries where terrorism has been an issue, "We talk a lot about safety," he said. "We offer them security if they want it. Some have taken that."
In Egypt, Johnson said he always includes a security guard in quotes for clients, not even giving them the option to travel without one. He predicted having a similar offering for Turkey when that market starts to come back. Johnson also books clients into properties that are more well-known in the Western world, like Four Seasons or Ritz-Carltons, which tend to make clients feel more comfortable.
In general, Johnson said, it is important to have an open dialogue with clients who have concerns about traveling to a particular destination.
"First thing, I never pressure somebody," he said. "If they're not comfortable about going, the first thing I do is I pick up the phone and talk to them. I don't do it by email or anything like that, because I think that's something that needs a conversation you want to have either in person or by phone, and not by email."
Johnson said agents should listen to their clients' concerns and answer as honestly as possible. He himself gathers safety information and statistics he can share with clients.
"If they're concerned, I tell them don't go - wait a year until it calms down," he said. "I've had that conversation many times with people that were planning on, say, going to Egypt and places like that."
He tells clients if they are uncomfortable, they are unlikely to enjoy their time in a destination.
"'Don't take it off your bucket list, but if you're concerned about going, don't go,'" Johnson recommended saying, adding agents should give those clients as much information as possible, and offer straight answers about real safety concerns.
"It's the best thing you can do," he continued. "You've got to have a dialogue with them and you've got to make sure you don't bully them into going, telling them it's OK. Because if it's not, if a person is worried about going, they're not going to have a good time. It's not worth it - it's definitely not worth the commission."