Travel agents offer crucial advice to flyers

Do you have a flight booked to Europe via the Middle East? 

With escalating tensions impacting global aviation routes, the Australian Travel Industry Association (ATIA) is advising Australian travellers to remain informed and not to cancel their flights.

Airspace closures over Iran, Israel and Russia have significantly narrowed flight corridors into Europe, with delays and route diversions common particularly for passengers transiting through Middle Eastern hubs such as Doha, Abu Dhabi and Dubai. 

Major carriers continue to operate with adjusted flight paths, and travellers using Singapore Airlines, Qantas or Cathay Pacific are experiencing minimal disruptions via Singapore and Hong Kong, ATIA says.

Airlines have well-established systems in place to navigate such restrictions, and have been operating under constrained conditions since the start of the Ukraine conflict. Travellers should expect some delays, but not panic.

ATIA says travellers will be contacted by their accredited travel agent or airline of delays and cancellations. 

It urges flyers to not contact agents or airlines unless they are travelling in the next three days. That enables those travelling immediately to be assisted. 

There is an increased chance of delays so travellers should be prepared that they may be spending some time airports as a result of schedule adjustments.

Avoid cancelling flights independently. When an airline cancels your flights you are entitiled to a full refund.

ATIA urges flyers to monitor official travel advice, particularly via the SmartTraveller website.

It says the evolving situation "reinforces the importance of booking through an ATIA accredited travel business as accredited agents and businesses are best placed to manage disruptions, rebook flights and ensure clients receive their full entitlements under Australian Consumer Law.

“Australians flying to Europe via the Middle East should be prepared for some delays, but it's important to know that global airlines have systems in place to manage these disruptions," says ATIA CEO Dean Long. 

"We’ve seen this before, and the travel ecosystem is built to respond.

“The closure of airspace is not new. Airlines have been rerouting around Russia and Ukraine for more than two years, and are now adjusting again. The airlines that fly to Australia have world leading safety protocols and route management.

“Travellers shouldn’t panic or cancel unnecessarily. The one thing we learned through Covid is don’t cancel as it reduces the number of rights you have. Let the airline make that decision. This approach ensures your rights are protected and you get the support you need.”

See www.atia.travel

Image: Kaydir Mumyakmaz, Scop.io

Why travel agents still have a role to play

In our high-tech world, a lot of travellers opt out of using travel agents and choose to make all their arrangements themselves.

Today, however, is Global Travel Advisor Day, and no matter how confected that may sound, there are a lot of registered travel agents emphasising that they still have a key role to play.

"From rising scams to border complications and delayed refunds, today’s travel landscape is filled with challenges many Australians don’t see coming until it’s too late," says Andrew Gillard, managing director of Darebin Travel in Victoria.

"Travel advisors are trained to manage these risks, ensuring every trip is properly planned, protected, and supported when things go wrong."

It surprises me that in 2024, more than 70% of international flights and over 90% of corporate travel in Australia wase booked through accredited agents that are members of ATIA, the Australian Travel Industry Association.

And ATIA CEO Dean Long is bullish about the future.

“We are in the golden age of travel professionals, as more Australians, many of whom were burnt by Covid-era travel experiences, turn to expert advisors for complex travel needs and crisis support,” he says.

“Global Travel Advisors Day is an opportunity to recognise the incredible work accredited travel professionals do every day, creating unforgettable travel experiences and providing trusted support when it matters most.

"In today’s more complex and fast-moving travel environment, expert advice has never been more valuable. Our members are delivering tailored journeys, practical solutions and peace of mind to millions of Australians each year.”

Max Najar, director and manager of Axis Travel in Glenunga, South Australia, weighs in: "In today’s ever-changing and complex travel climate, the value of a trusted travel advisor has never been clearer.

"We’re seeing clients turned away at borders for applying for incorrect visas, not having proper documentation or itineraries - things that we always provide.

"A visa doesn’t guarantee entry, so the stakes are high. More travel insurers also do not compensate for losses incurred. A professional travel advisor uses their toolkit of expertise and experience to ensure that you’re properly prepared and protected, so your holiday or business travel is as stress-free as possible at the immigration counter.’’

Image: Sen Kui Lim, Scop.io 

"Without us, your are on your own": travel agents issue a reminder

It is easy nowadays to book yourself directly with airlines and hotels.

Using a travel agent may seem a little old fashioned - and sometimes more expensive. Until the excrement hits the fan.

Then a travel agent may have the clout to rescue your trip.

With thousands of Australians impacted by the closure of one of the world’s most important airports, London Heathrow, and flight cancellations due to the ash cloud in Indonesia, Australian travel agents took the opportunity to remind potential customers what it is they do: solving problems, rebooking flights, and getting stranded travellers home.

The fire and subsequent power outage at Heathrow created significant travel chaos: disrupting flights worldwide and leaving Australian travellers scrambling for solutions. 

The ripple effect on Australians' travel plans was substantial, compounded by ongoing cancellations and delays due to volcanic activity in Indonesia.
"When travel plans fall apart, accredited travel agents are the difference between a quick resolution and being stuck in limbo," the Australian Travel Industry Association (ATIA), which represents travel agents, operators, wholesalers and ITOs, said in a statement.

"Members are working around the clock to support Australian travellers, demonstrating why professional travel assistance is essential. Travel agents are rebooking flights, securing alternative routes, and ensuring travellers make it to their destinations with minimal disruption." 

In times of crisis, travel agents negotiate with airlines and suppliers on behalf of their clients, ensuring fair outcomes, ATIA says.

"The reality is clear: travellers who book through accredited agents and travel businesses have a trusted advocate when the unexpected happens. 

"ATIA urges Australians to always book with an ATIA-accredited travel business to ensure they have the support they need when global events impact their plans."

ATIA CEO Dean Long says: “The scale of disruption caused by Heathrow’s shutdown and the Indonesian ash cloud demonstrates just how critical Australia’s travel agents and businesses are when things go wrong. 

"Every day, ATIA-accredited travel businesses are working behind the scenes to rescue stranded travellers, reroute itineraries and provide trusted advice in real time.

“When the unexpected happens, choosing an ATIA accredited travel business means having the support you need to get back on track - because without a travel agent, you really are on your own.”

See www.atia.travel 

Image: Aleksei Popov, Scop.io

Cathay blow to struggling travel agents

 

Ever thought about how travel agents make a profit?

Remember they do not charge customers for whom they book a flight or a package holiday.

It is all about commission, which is paid to an agent by an airline, hotel, cruise line, tour organiser or travel group for each booking.

This is why travel agents will often try to direct you in a specific direction when it comes to your business or holiday choices. The possibility for conflicts is huge.

Don't expect you agent to be wanting to book you onto a Cathay Pacific flight any time soon - particularly if there is a viable alternative.

Cathay commission payments to agents in Australia and New Zealand will move from 5% to just 1% - the same payout as rivals Qantas and Emirates - effective from July.

This means that if your agent books you a single return flight on Cathay for $1800, it will make just $18 in commission.

Cathay Pacific says it is committed to working closely with its “key travel partners to ensure a successful transition to a new way of working” - which is corporate-speak for "get stuffed".

Qantas and Emirates have more routes and higher visibility - and bring agents more business than Cathay, which might be digging itself a deep hole.

Cathay has described the move as “a fresh approach to trade partner engagement” as the Hong Kong carrier makes “tough but necessary decisions to see ourselves through the pandemic”.

“Our commitment to Australia and NZ remains steadfast, and we will continue to invest in this region as we work through the pandemic,” the airline said in a statement.

Flights from Australia to Hong Kong are currently banned as authorities battle to contain Covid-19.