There is no doubt that the travel industry has suffered due to the global pandemic. Vacant airport terminals, airplanes sitting nose to tail on runways, and cruise ships moored in empty ports are indelible images of how the world has shuttered it doors to international travel. No one is saying that this will be permanent, which is a good thing, but there are many who consider this an opportune time to fix the many problems plaguing the travel industry.
You may wonder just what the problem was in the first place. Why fix what didn’t appear to be broken until the pandemic brought it to its knees? If you look closely at the trends it becomes obvious that there were cracks in the foundation of every aspect. Concerns about airline policies, such as overbooking, the cleanliness of hotels, cruise lines and accommodation sharing options that are not as carefully regulated, and the environmental concerns of overcrowding in many of the most popular destinations to name a few.
In order to regain the trust of travelers and ideally reach pre-pandemic levels for travel real change is necessary. This will not come without a cost, and as we all know, additional expenses are often transferred to the consumer as increased prices.
In a recent Forbes Magazine online article by writer Christopher Elliot he lists some of the changes that should occur in the travel industry according to consumers;
- If air travel is cancelled due to the coronavirus pandemic, despite the fact that flights and hotels are still operating, clients should be entitled to a “no-questions-asked” refund.
- Overall better customer service is required, such as more immediacy for sending refunds that clients are entitled to.
- Change fee structures to avoid the “junk fees” such as mandatory resort fees and additional costs for checked bags and seat selection from airlines
- Also to airlines, make cancellation or changes easier and less costly for passengers who are too sick to fly
- Continue with touch free options, such as online check in for airlines and cruise ships
- Recognize that travelers are hesitant to reengage with the industry and that money talks. Lowering prices will be a key incentive.
Despite what we as consumers would like to see from the industry we also have to consider what we can do moving forward to be responsible citizens of the world.
According to a National Post article from the beginning of June, the pandemic ….”could encourage travel and spending that will give a much-needed boost to many people and places around the world.” Interviewing travel leader Bruce Poon Tip from Toronto, the article focused on the economic value of travel, especially to those areas currently less travelled. In an attempt to encourage physical distancing and fewer crowds we could see an increase in demand for more off-the-beaten path experiences as well as multi-generational family trips after weeks of isolation. This year we could also see more local and national travel with international growing over time.
Some of the other changes that Boon Tip suggests include an increase in travel to areas that have been less affected by the pandemic, travelers who go to places where their presence can have a more positive impact, or returning to popular destinations while they are less crowded.
In every article I have read, in every video and podcast I have listened to the only real measure of when travel will return to a post-pandemic level will be the discovery of a vaccine. Hopefully we will have realized all of the changes we hope to see in the travel industry by then as well.