Struggling to survive: North shore travel agents call for industry support

North shore travel agents have backed calls for the Federal Government to deliver a much-needed lifeline to the industry amid plummeting revenue and ongoing uncertainty for the sector.

Debbi Ashes has owned the Lane Cove agency for more than 20 years.

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North shore travel agents have joined calls for increased government support for the industry after six months of virtually no revenue and ongoing uncertainty.

Helloworld Travel Lane Cove owner Debbi Ashes is among agents continuing to count the cost of restrictions on domestic and international travel brought about by the outbreak of coronavirus earlier this year.

Since March, Ms Ashes has been working to refund hundreds of pre-booked airline tickets and other reservations for clients while still having to cover overhead costs including operating expenses and rent. With international travel halted and most domestic borders closed, Ms Ashes has also made the “heartbreaking” decision to let go three of her five employees. Like many agents, most of her clients have been requesting refunds and credits for bookings made prior to the outbreak of the virus.

Travel has been grounded by border closures.

“Its been an incredibly tough year – you’re not only having to refund all your earnings from last year but it can be incredibly stressful chasing airlines and operators – particularly overseas – which each have their own set of rules,” she said.

“We had 568 airline tickets we’ve chased for refunds and that doesn’t include other booking such as hotels, transfers and cruises.

“Every airline has a totally different refund policy and it changes every day – it goes on and on.

“A lot of our clients don’t want to travel and at the moment we can’t see the market picking up again until at least April next year.”

Ms Ashes has backed a campaign by the Australian Federation of Travel Agents calling on the Federal Government for $125 million in targeted assistance for the industry.

Debbi Ashes has been working to refund more than 500 airline tickets.

The campaign calls for the government to recognise the role agents play in supporting consumers, along with support for commercial rent relief and other measures to help businesses survive.

“We thought funding would come through in Tuesday’s budget but unfortunately there was nothing targeted for the industry,” Ms Ashes said.

“We need ongoing longer support – rental and wages are the two biggest things and I’d also like to see Jobkeeper going for the industry to ensure we can stay afloat.”

Industry figures show 70 per cent of international travel in Australia is booked through a travel agent with international air and cruise travel accounting for two-thirds of total turnover.

Despite ongoing uncertainty, Ms Ashes, who has owned the Lane Cove agency for 24 years, said her priority was ensuring the doors can remain open.

“I have very loyal customers and as far as I’m concerned I’m in it for the long term,” she said. 

“It can be tough, but you have to stay positive.”