With the Middle East crisis in full swing and more than 100,000 Aussies trapped in United Arab Emirates, top travel advisor Holly Velardo is offering her tips on how to keep on top of an ever-evolving situation.
Top tips include prioritising urgent bookings, keeping clients calm and offering alternatives before clients ask as well as helping each other out.
“My advice to fellow travel professionals is simple – keep your clients calm and reassure them that you’re across it. Even if it feels overwhelming behind the scenes, our role is to be composed, proactive and solution-focused, said Holly Velardo, founder and director of Hollyday Travel.
Over 25 years of travel industry expertise, and being a mum of five, has helped Velardo navigate many a difficult situation.
An Australian Travel Agents Cooperative (ATAC) Board Member and State Representative for TIME (Travel Industry Mentor Experience), Velardo also hosts the Travel Business Unlocked podcast and regularly shares insights on industry trends, business growth strategies, and the evolving landscape of travel.
“We are prioritising the most urgent bookings first, particularly those with clients currently travelling or due to depart soon. Work methodically and communicate clearly so clients know they haven’t been forgotten,” she said.
Her advice to other travel agents is do not rush to cancel bookings that fall outside free cancellation windows.
“None of us know how this will evolve,” she said. “Policies can change quickly, and waivers may be introduced. If we can protect our clients financially, we absolutely should.
“Make sure you understand current airline and supplier policies. Offer alternatives before clients ask for them. Whether it’s different routings, alternative carriers still operating, or revised travel dates, give options with confidence. This is where we demonstrate our value as professionals.
“Most importantly, lean on each other. The support across forums and within our industry has been incredible. Share workable routes. Share airlines still operating safely. Share solutions that don’t cost clients a fortune to get home or adjust plans. Collaboration is powerful right now.
“Our clients need clarity, calm and leadership. If we provide that, we not only guide them through this situation, we strengthen the trust they have in us for years to come.”
ATIA also thanked members for their recent efforts.
“We want to acknowledge and thank every ATIA member contributing through supporting travellers, speaking publicly on behalf of the industry and feeding intelligence back to us,” ATIA CEO Dean Long said. “That collaboration strengthens our voice and reinforces the critical role accredited travel businesses play when disruption hits.”
- Holly Velardo is on the Advisory Board helping to shape content for this year’s Travel Marketing track at the Cairns Crocodiles from May 12. Tickets on sale now.
