Transat’s Nicole Bursey Talks New Tools for Overcoming Restarting Pains

Thursday, Transat hosted its virtual Training Academy. Over 1600 agents joined the virtual event.

Nicole Bursey, Commercial Director at Transat Tours sat down with Open Jaw’s Ian Smyth the morning after the event.

The theme of this year’s Transat Training Academy was “inspiring, engaging, and connecting” with advisors, with product-focused webinars, preferred partner messages, a virtual FAM room, and prizes.

But the big takeaway for advisors was about meeting the challenges of regrowing from a virtual stand-still.

"We've been in a hibernation and now we are busier than ever,” Bursey tells Open Jaw. “In the last couple of weeks we have seen a tremendous spike in bookings.”

That sounds like great news, but restarting operations has its challenges, which Bursey addresses on the Pink Couch.

“50% of calls are for information on our web site,” she says in Open Jaw’s exclusive video interview. The company has launched a new tool that will allow advisors to perform maintenance via the website independent of Transat - relieving stress on the call system, and helping agents become more efficient.

New Products and Tools

During the Training Academy, Chad Burnett, Susan Kooiman, and Sherri Bourne, all Business Development Representatives introduced the Air Transat App, its new hotel information sharing tool, and Agent Direct.

The Air Transat App was highlighted for its ability to provide clients and info with contact to the airline at all stages of the trip, from planning to at the destination. The app offers tools such as online check-in, and resources like flight statuses, transfer schedules, representative schedules, and more. Kooiman also highlighted that the app can provide exclusive offers, promotions, and deals.

Agents were also directed to use the traveller care program, which provides clients and advisors with practical travel information such as travel requirements by destination, testing and visa requirements, and more. One key feature is the ability to see COVID-19 testing labs in different destinations, to assist travellers on their return trip to Canada.

In addition, advisors can also use the hotel information sharing tool, which allows them to compile a list of suitable hotels to send to a client. The client would see pictures, suite descriptions, and a list of amenities for each hotel.

In addition, Transat’s Agent Direct Portal hosts a list of resources for advisors to use, including the refund tracking tool, info on the price match policy, a learning centre with pre-recorded webinars, flight schedules, and more.

Transat Schedule Updates

As part of the company’s return to operations, Air Transat recently announced new updates to its summer schedule.

At the Training Academy, it was revealed that Transat Tours’ South Brochure will also be available in a digital format only, so advisors can provide clients with a QR code to view the document.

“We are looking forward to a future that includes bright skies and lots of bookings, and lots of happy travellers,” said Bursey in the video released during the event.

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