Bottom L-R: Lynda Dennis, Michelle Gaudet, Bronwen Hill
While the pandemic has prompted some changes to advisor commission and other protections in the case of especially widespread cancellations by the supplier, new industry standards are not yet universal. A new survey by ACITA highlights the need for systemic change to protect advisors' time and work.
ACITA has published the results of a survey of its membership and other Canadian travel advisors, revealing how recent airline and tour operator cancellations have affected them.
Nearly 86 per cent of respondents said their affected bookings were with Sunwing Vacations or Sunwing airlines. Over half of those affected are in Saskatchewan following the operator's move to cancel its program out of the province for the remainder of the winter season.
Key findings from the survey include:
- 20 per cent of respondents had up to $30K in commissions recalled
- 4 per cent had between $31-$70K recalled
- Over one-third of the cancellations took place during severe weather that affected air travel 16-29DEC
- But 57 per cent of the cancellations took place between 29DEC, 2022 and early JAN, 2023
- 52 per cent of agents spent the equivalent of 1-2 days working on those files after the initial booking was made; this included processing refunds for their clients.
Communication Issues
ACITA's release says, "Overwhelmingly one of the biggest complaints noted was the lack of communication from airlines and tour operators. Over one-third of advisors said they received NO communication whatsoever.
"Advisors shared that their primary source of information was directly from their clients, a press release, or social media, instead of from the airlines or tour operators."
The organization pointed out that, while many airlines and tour operators encourage affected guests to use supplier apps, travellers complained that the information on the apps was inaccurate, not up to date, or differed from airport information and flight tracking apps.
ACITA concludes that: "Travel Advisors are again having commissions recalled by the airlines and tour operators. The survey results highlight the continued need for ACITA to advocate for commission protection for all Advisors."
