Of all the industries affected by COVID-19 few could argue the biggest impact has been on tourism and travel.
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From closed borders, both international and state, to a lack of consumer confidence, snap-lockdowns and expensive quarantine arrangements people have simply not been travelling.
Benalla Travel Director Fiona Stephens said the impact had been dramatic and unforeseen.
“As a travel management business, we witnessed early signs of travel to and from China being disrupted,” Ms Stephens said.
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“The first impact was felt with our corporate travellers, companies ceasing all business travel, along with leisure clients cancelling travel to and from China.
“Unfortunately, we are now all too accustomed to dealing with travel plans being impacted from airline stoppages through to events, such as SARS, and terror attacks in the US and Europe.
“The industry as a whole, and our business more directly, have put in place policies and plans to respond to these such events.
“However, in March when the pandemic was officially announced and international borders started to close our priority was to repatriate clients already travelling.
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“Our staff were amazing, navigating complex travel requirements, restrictions, and border closures, calling on all our networks and relationships built with our airline and travel partners.”
“As the pandemic took hold and all international travel ceased, the continuing months have been spent processing thousands of travel refunds and credits to protect client funds.”
Many in travel industries have been working for free to ensure Australians could be repatriated - as well as processing literally thousands of refunds.
Some $10 billion dollars needed to be refunded worldwide - and $4 billion of that is still to be processed.
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Unlike many industries those employed in tourism and travel could not simply pivot to another income.
Therefore much of the industry's time has been spent looking after existing customers, with situations, such as refunds, waiting for restrictions to ease and bookings to bounce back.
Ms Stephens said the uncertainty of when and where international borders were to be opened, would certainly test all travel and tourism-related businesses.
“We are thankful for the start of the vaccine roll-out and hope it gives Australians the confidence and desire to travel internationally,” she said.
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“We are very excited and relieved to hear the announcement of the Trans-Tasman travel bubble confirmed for April 19 and have already seen a keen interest from clients finally being able to visit family and friends and travel for tourism and business.”
Ms Stephens said government assistance, such as JobKeeper, had kept most travel businesses afloat for the past 12 months.
“It’s so important for the industry to retain professional skilled staff and for us personally to have been able to support our staff while working on our business and making the necessary adjustments,” she said.
“We have been fortunate to be in business for over 30 years and have built a successful and financially strong travel-management company.
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“We are determined to continue in business and support our staff, our clients and our community.
“When government define international border opening dates and confidence in international travel is restored we intend to continue to grow our business.
“And we will be looking to build up our staff levels to cope with the demand of international travel among existing clients and also travellers who have become aware of the benefits of booking through a qualified professional.
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“We are incredibly grateful for the Federal Government support so far in the form of Jobkeeper and the Consumer Travel Support Grants Program.
“We would like to thank and acknowledge our local member Helen Haines, who has been advocating on our behalf, addressing Parliament of our business concerns and the unique issues and challenges faced by the travel industry.
“Also welcome is the recent announcement from Minster Dan Tehan, although details are yet to be released, we are hopeful for any continued support for our industry until international borders reopen.
“We will continue to work closely with both industry groups, Australian Federation of Travel Agents, and tourism bodies to educate and inform local, state and federal members on how our industry works and what measures need to be put in place to support travel and tourism businesses into the future.”
● When you are planning your post-COVID getaway, whether it be a trip to NZ or a tour of the Great Southern Land be sure to consider Benalla Travel. You can phone 5762 3187 or simply pop into 47-49 Bridge St during business hours.
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