NAIROBI, Kenya, Sep 26 – Travel is one of things in life that will never remain the same, each new day there is something to see, a new discovery, a different experience.
Hemingways Travel, Travel Manager Rachael Mohamed knows this best have being in the industry for over 20 years.
She spoke to Capital Business on her career journey, how the industry has evolved and new opportunities to be tapped.
Describe your career journey to becoming a travel manager.
It’s been a learning process and a long exciting journey. In the travel industry, you are never perfect, and you never know it all. We all begin from somewhere and rise to where we are today. People assume the more you rise in the organization structure, the lesser the work but in the case of a travel manager, you must be alert and know what each and every consultant is handling to ensure customer satisfaction. It is always also important to have stamina to work long hours with the capacity to smile.
How have travel trends changed since when you joined the industry 20 years ago?
The world today has changed immensely and many people now have access to the online sites. Anyone can make a booking from the comfort of their home thus the need to keep up with the latest travel trends. Today’s traveler, unlike 20 years ago, is very time conscious. Time management is key because any small delays means a booking can either be done online or your competitor gets the customer. You therefore must be on top of the game if you want to win that customer. The traveler also knows exactly what they want unlike before. Customers of yesterday were very forgiving & patient; the customer of today is the complete opposite.
How have travelers evolved?
Years ago, trip planning required travel agencies and peeling through endless number of books. Today, with various apps and technology, travel is easier than ever. Travelers can find everything they need for a trip from the comfort of their homes; alerts of flight delays, airport information and even local weather conditions before embarking on travel. With low-cost carriers and the vast number of airlines, traveling has become accessible to most people. Safety is also top of mind unlike before and travelers are more focused on an overall experience.
The future of travel, new upcoming trends
It’s no secret how complex business travel can be, especially when navigating unexpected changes to itineraries and strict corporate travel policies. For corporate travelers, choosing not to enlist the help of a Travel Management Company (TMC) really isn’t a choice at all. While some corporates feel they can do without a travel agent, they are not as empowered to achieve what agents can, in terms of cost and accuracy. They also miss out on the benefits of those personal relationships with suppliers.
Travel agents have seen some of the most profound changes in modern business with advanced platforms. Travel agencies have always leveraged personal service as a selling point for their business, and personalized service remains a drawcard for travel agents competing with online booking.
With the high cost of living, how are travelers budgeting for their trips?
Low-cost carriers are the way to go for the budget traveler. We have seen lots of this coming up over the years. Also negotiating better deals with the airlines to enable the customer to save. Travelers are increasingly booking and organizing their own flights, accommodation and transport with the various online sites which allow them to search for deals. However, when they become stranded in an overseas airport with a cancelled flight, a hotel room in a building that doesn’t exist or an unexpected layover for hours, they wish they had engaged a TMC.
Biggest achievements
This is a job that requires constant communication with curious travelers and being able to speak in an approachable manner. Being able to sustain a customer is a very big achievement with today’s travel trends.
Challenges faced
A travel agency job is dynamic and ever changing; errors can be very costly. Airlines have come up with all sorts charges that make it quite costly if one is not careful. There is also the challenge of restoring traveler confidence and dealing with an unhappy customer-be it because of cost of flights or failure to relay information. Credit menace also continues to be a big challenge. Dealing with corporate clients who pay after a period of 30+ days is a big challenge. Travelers want flexibility at the cheapest cost which in today’s travel is next to impossible as the airlines are also looking to make money.
Looking forward, what are the expectations?
The travel sector has an opportunity to bounce back from a pandemic season that disrupted operational capacity and revenue potential. As travel opens up, we should do our very best to anticipate our revenue growth.
Any additional information?
The last 20 years have also been struck by financial crashes and political unrest, all adding uncertainty to foreign travel and changing holidaymakers’ budgets. Travel agents don’t just sell travel; they sell stress-free itineraries created with expert knowledge and keen attention to detail. An agent’s job isn’t to just get you on a plane; it’s to plan the perfect and personalized trip for you.
