Social media, especially Facebook and WhatsApp, have become invaluable tools for travel agents, allowing them to connect with colleagues, share information, and stay updated on fast-moving industry trends. They provide a private and convenient way for agents to communicate with other agents, both colleagues and non-colleagues, to share information and collaborate.
Many agents say these platforms have changed the way they work and are grateful for their ability to communicate instantly with industry colleagues and receive help and advice within minutes.
Rene Grundlingh, an ITC at Seagull Travel, says with the isolation during the COVID pandemic, the need for fast and accurate information and for agents to connect with one another was filled by social media.
“Social media and WhatsApp transformed the way that travel agents communicated and collaborated post pandemic, making it easier to stay informed and provide better service to our clients. I could not cope without it,” said Grundlingh.
“As an ITC, I don’t have colleagues in the office to get information from or bounce ideas off. But these groups are just that – colleagues at my fingertips who can advise from experience and who have often helped me out of a crisis when I have had a problem with a booking!
“Our travel industry has become one on these groups. There is no competition – just a genuine camaraderie and willingness to help each other. We are all on the same side, fighting the same battles, trying to be professional, trying to please our clients and keep up with changes.”
Cheryl Walker, also an ITC, told Travel News that she had connected with suppliers she had never used before, based on advice from WhatsApp groups.
“I have learned so much on social media groups, it is amazing. I found new suppliers who have been responsive and professional. When a supplier is recommended, based on the experience of someone else on the WhatsApp group, I know it is going to be easy.
“The networking and the amount of collective knowledge we all have is incredible and I have a whole new respect for the South African travel trade. There is so much experience and knowledge out there that is invaluable, and it’s wonderful to be able to share in that.”
Chrissa Karanastasis, an eTravel ITC agreed.
“I have been in travel for 45 years and I have never learned so much new information. I have come to rely on connections and advice and expertise on the various social media groups. It amazes me how willing the SA travel trade are to help each other and offer support. We are not in competition with each other, we are all collectively navigating the perils of unsupportive airlines, NDC, visa challenges and other issues that come up every day.
“Open Jaw and the SA travel WhatsApp groups have become invaluable sources of information and, in fact, they are easier to reach out there than it is to phone an airline and hang on for ages. Most importantly, I don’t feel like I am alone. Others are also experiencing the same difficulties and the challenges of being a travel agent today and that makes a huge difference to me.”