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Week of April 6, 2020
Finding a
safe harbour
Ontario agency
owner aboard
HAL’s Zaandam
IAN STALKER
For the past week, Canadian Travel
Press has been following the prog-
ress of two Holland America ships
– Zaandam and Rotterdam – as they
waited to receive permission to dock
at Port Everglades, Florida. On board,
along with close to 250 Canadian pas-
sengers, was the owner of an Ontario
An Ontario travel agent whose employer was on Holland America's
travel agency, raising concerns Zaandam – which received international attention as it tried to find a port
amongst his staff here in Canada. that would allow it to dock and disembark its passengers – some who had
contracted coronavirus – warns that media attention surrounding the plight
Fortunately, both ships were finally of those on the Zaandam and other ships hit by the virus will likely put a dent
granted permission to dock on Friday, in cruise bookings for some time after international travel again gets the
green light from authorities.
April 3. The Zaandam left Buenos Aires in March. See SAFE HARBOUR page 4
AGENCIES
DESERVE FEDERAL
ASSISTANCE,
FORMER
ACTA
CHIEF He predicts the
cruise industry --
which has been having
SAYS
to contend with grim
stories of ships being
quarantined and
denied port access
after coronavirus was
detected on board--
“will be under stress”
IAN STALKER longer than other travel
F
industry segments.
ormer ACTA president Ron Pradinuk is giving this Nevertheless,
country’s travel agencies a good shot at riding out Pradinuk, who was a
the coronavirus crisis, provided the federal govern- travel agent for close
ment doesn’t turn its back on them when it comes to 35 years, says the
to providing promised financial assistance to small busi- Pradinuk travel industry could
nesses seeing their revenues plummet in these days of see a quick rebound
self-isolation. after the coronavirus
Different sectors of a travel industry that has already seen massive layoffs in this country crisis ends. He notes Taiwan’s travel industry was
and abroad are expressing alarm over their future if some form of relief isn’t provided. hard-hit by the SARS outbreak but bounced back
Pradinuk, who long owned a Winnipeg travel agency, says Ottawa should favourably quite quickly after it ended, with visitations from
consider requests for help from the travel agency community. some prime source markets being largely back
“With each major event in the past, we have seen a decrease in travel agency numbers,” to normaI within a few months of the outbreak
notes Pradinuk, who had to contend with the likes of swine flu, Ebola outbreaks and SARS being declared over. Taiwanese tourism authorities
during his days as an agent. “While I think it could happen again, depending on the length launched aggressive advertising campaigns after
of this health crisis, I think the remaining agencies are stronger than in the past and may the country was deemed safe.
be able to weather the storm if the government stands by the industry as they seem to be Pradinuk says Taiwan’s rapid recovery is a hopeful
doing for other industries. reminder for those in this country’s travel trade.
“The people who are suffering financially in our industry are no less deserving than others.” “It (the current situation) for the travel agency
Pradinuk also worries that the current situation could lead to more people buying online community will turn (improve) if you can hang on
– bypassing traditional agencies – once things recover, pointing to the “ever-increasing for the vaccination,” he counsels travel agents.
volumes” going to the likes of Amazon. “Note how fast Taiwan regained its tourism num-
Pradinuk says being a travel agent during crises that curtail travel in a major way “takes a bers after the World Health Organization declared
toll” and it is “easy to say I am glad I am not going through it again.” the SARS crisis over.”
2 • CANADIAN TRAVEL PRESS • APRIL 6, 2020
0406PG02-03.indd 2 4/2/2020 12:15:12 PM
Coping With A New Reality
How front-line travel agents are dealing with COVID-19
ASHLEY ROCHEFORT Philip, an agent with Bricks & Mortar Agency, Toronto, ON, said: “In order to
prepare for the recovery, plant seeds for group business next year and
Two weeks ago, COVID-19 had yet to impact on the travel agency busi- beyond. And to keep the mood up, do webinars. We want to continue to
ness here in Canada and agents were skeptical about the severity of the be excited about all the wonders of the world and our fantastic travel
virus. They were still in the process of selling travel, encouraging their industry partners and friends.
clients to follow through with their March Break plans, and many were in
the process of preparing for their own adventures abroad. How are suppliers supporting you right now?
Together, we’ve all learned together that a lot can happen in just a
matter of days -- closed borders, grounded flights, states of emergency Bricks & Mortar’s Philip said: “Amazingly.I am thankful for industry part-
and the absolutely incredible job losses in not just in the travel industry, ners who act quickly to address the needs of the travelling public. In
but across every sector of the global economy. many cases the support they provide “evolves” with the situation as can
So, how are Canadian travel agents dealing with the worldwide be expected but none of them have responded with “too bad so sad.”
pandemic? We are fortunate in Canada to have airlines, tour operators, cruise line
Well, they’re bracing themselves for the potentially long-lasting representation, hotel operators who are honest, caring and love this busi-
impacts COVID-19 and the potential impact that subsequent ness as much as we do.”
travel restrictions will have on business. But, encouragingly, they
remain hopeful. What has it been like on the front lines of selling travel?
This week, Canadian Travel Press checks in on a cross-section of
agents to hear directly from the front lines how they are coping in these Jen Langlois of Suite Trip Travel – TPI in Thorold, ON, told CTP that: “We went
times of uncertainty. from the craziness of high season to not being able to keep up with the
We asked agents: flood of cancellations and now absolutely nothing.It’s been a complete
whirlwind over the last few weeks and I think we are all just sitting here in
How has COVID-19 impacted your business? shock still not sure what has even happened.”
Michelle Green, travel designer for Travel Edge in Toronto, said that: “Right How are you and your colleagues coping?
now all we are doing is trouble shooting and refunding. It’s very scary and
has caused a lot of stress. We’ve had a huge amount of cancellations Langlois admitted that: “It’s been really difficult. I have been an agent for
because at least 70% of our business is cruise.Our commissions are not 14 years, and I have never seen anything like this before. We have really
protected if the clients are getting a refund. However, in most cases they come together as an agent community to work together and hold each
do not get a refund, but a future cruise credit to travel at a later date. In other up during this crazy time. I think leaning on your friends and col-
that case, we keep the commission, but will not get it on their new cruise leagues is the best way to cope with this. I know I will be the first one to
which we have to do the work all over again.” the beach once this is all over.”
Alfiero Cavallo, manager of Verona Travel in Bradford, ON, told CTP that: “After Are you hopeful about the future of travel?
making sure all our passengers were back safely, we had to layoff all our
staff as of March 20, 2020. Now, we have to deal with the loss of busi- Travel Edge’s Green responded: “Yes. Clients will travel again and we did
ness for at least the next two months. We hope the impact will not be too have a client call us and ask about booking a family of 26 people to
bad considering that all these clients have credit vouchers and I have a Mexico for Christmas so I think it will just take time.”
feeling they will use them sooner rather than later.”
While Verona Travel’s Cavallo, said: “Yes, I know that once this is over and
What advice do you have for fellow agents during this done with, we will be very busy in the industry.”
difficult time?
For Suite Trip’s Langlois, the answer was also: “Yes, I am hopeful this will all
Cavallo responded that: “Once people see that others are travelling, they rebound and we will be better and stronger than ever. I think, if any-
will book and travel also. Maybe we, as agents, need to take the first thing, this has reinforced the importance of the role of the travel advisor,
step and go away to show our clients that it is safe to travel - when the because those who booked online themselves have really learned the
time is right.” hard way that they have no support.”
APRIL 6, 2020 • CANADIAN TRAVEL PRESS • 3
0406PG02-03.indd 3 4/2/2020 12:14:47 PM
SAFE HARBOUR
CONTINUED FROM PAGE 1
After flu-like symptoms surfaced, several and sent another of its ships, the Rotterdam, been delivered to cabins.”
South American ports denied it docking rights. to transfer some of the healthy passengers
Initially, Panamanian authorities said from the Zaandam. Disrupted by coronavirus
they wouldn't let it cross the Panama Canal The ships were sailing together until they
after it worked its way up the Pacific Coast finally received permission to dock at the Stories about the ordeal of those on the
of South America but then relented with Florida port on April 3. Zaandam and other ships that have had sail-
the understanding that passengers would The Ontario agent -- who didn’t want to ings disrupted by coronavirus will be damag-
have to stay aboard while the ship was in be identified at this time -- says his agency's ing to the cruise industry for some time, he
Panamanian territory. staff were understandably concerned about warns.
their employer but says HAL responded “Committed cruisers won't hesitate to jump
Setting a course to “wonderfully,” providing good medical care to on board again,” he predicts. “Non-cruisers will
Fort Lauderdale passengers. have read these stories and it will take some
“The only choice at each stage was to clear messaging to bring them to embarkation.
Holland America wanted the ship to dock dock and all of the countries denied them There will be many ships mothballed waiting
in Fort Lauderdale and let passengers return this privilege. HAL had no alternative but to for the business to re-build.”
home from there but local officials – initially proceed to the most likely port which would But he's hopeful about the long-term
said that their hospitals are already strug- receive a largely American group of people," prospects.
gling with coronavirus – and wouldn’t agree the agent told Canadian Travel Press. “Our industry is a fine industry of enthusi-
to HAL's request. “HAL has stocked the ships by boat (as astic professionals and in Canada we have
Four passengers died on the ship, docking hasn't been allowed to date) without excellent tour operators and BDMs for
although the cause of their deaths hasn't hesitation. While sometimes guests have the cruise and resort industry. Our turn-
been confirmed. But HAL has confirmed that been confined to cabins, this is in line around will be in solid lock with the econ-
other passengers had contracted coronavirus with medical guidance. Meals and such have omy,” he adds.
A humanitarian crisis
Response to cruise ships stranded at
sea tests our deepest human values
In a powerful, and personal, message, Holland America Line presi- ways consistent with our common human dignity?”
dent, Orlando Ashford asks the question that we should all be asking Although two HAL ships, Zaandam and Rotterdam, have since
ourselves today. docked in Florida after being in limbo, Ashford’s message is one that
“During a time when we’re afraid to go out, fearful of others as all of us should read and remember because we’re living in a world that
possible COVID-19 carriers, how do we ensure we continue acting in needs kindness and compassion more than ever.
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4 • CANADIAN TRAVEL PRESS • APRIL 6, 2020 APRIL 6, 2020 • CANADIAN TRAVEL PRESS
Ashford writes:
“The coronavirus (COVID-19) has run rampant through neighbor-
hoods, businesses and nations, catching us all off guard. Stoked
by fear of contagion, millions of people around the world are
sheltering in place waiting out the storm.”
“During a time when we’re afraid to go out, fearful of others as
possible COVID-19 carriers, how do we ensure we continue acting
in ways consistent with our common human dignity?”
“Holland America Line is working tirelessly to find medical
help and safe passage home for the 1,243 guests and 1,247 crew
stranded at sea on our two ships, Zaandam and Rotterdam. They
are among the 9,000-plus passengers still remaining on about
a dozen other cruise ships – https://www.theguardian.com/
world/2020/mar/27/stranded-at-sea-cruise-ships-around-the-
world-are-adrift-as-ports-turn-them-away – worldwide. These are
unfortunate souls unwittingly caught up in the fast-changing health,
policy and border restrictions that have rapidly swept the globe.” “Within a matter of days, that all changed. Local governments swiftly
“The questions I keep asking myself for guests and crew on these closed ports globally. Ships previously cleared for docking were abruptly
ships are: turned away. Officials denied repeated requests for access and assist-
ance and the world shut itself off, leaving ships stranded at sea to make
How will those needing intensive medical treatment receive it with it on their own, which isn’t sustainable. Eventually someone must allow
limited shipboard medical staff, facilities and supplies? these ships in.”
Nations are reluctant to share provisions or afraid to carry critical “Holland America Line began actively monitoring COVID-19 in early
supplies out to us. What happens when our supplies run out? 2020, working with international health authorities to step up already-ro-
Can guests and crew without symptoms get home with limited bust screening, prevention and control procedures to keep guests and
flights and closed borders? crew safe. Then on March 13, amid growing global health concerns, we
announced a 30-day suspension of global cruise operations. On March 30
“Even our guests are questioning, “My President or Prime Minister that suspension was extended an additional 30 days, cancelling cruises
told me to get home. I’m a citizen. How can my government turn through May 14.”
me away?” “For ships like Zaandam mid-operation – its two-week South America
“Nations are justifiably focused on the COVID-19 crisis unfolding voyage began March 7 – we quickly sought approval to disembark guests
before them. But they’ve turned their backs on thousands of people for flights home. Chile announced the closure of their borders on March
left floating at sea. Are these reactions based on facts from experts 16, literally while Zaandam had been sitting in Punta Arenas for two days
like the US Centers for Disease Control and Prevention (CDC), or awaiting clearance for guests to disembark for flights home. Peru closed,
fueled by irrational fear? What happened to compassion and help as did Argentina, and the rest of the ports in South America. Repeated
thy neighbor?” requests for humanitarian consideration were denied.”
“Then March 22 – one day after the voyage’s original end date – a few
Forced to Fend for Ourselves guests and crew began reporting influenza-like symptoms. Despite count-
“We are dealing with a “not my problem” syndrome. The international less desperate pleas in the following days, we were forbidden to medevac
community, consistently generous and helpful in the face of human critically ill patients to shore-side hospitals (usually standard operating
suffering, shut itself off to Zaandam leaving her to fend for herself.” procedure for comprehensive care that ships aren’t equipped to provide).”
“As a result, Zaandam was forced to take proactive measures, “Already four guests have passed away and I fear other lives are at risk.
rendezvousing with sister ship Rotterdam to replenish much-needed As of March 30, 76 guests and 117 crew on Zaandam have influenza-like
supplies and protect the health of the guests and crew who aren’t ill.” illness, including eight people who have tested positive for COVID-19.
“We made the unprecedented decision to transfer to Rotterdam We have seen a notable and steady decline in cases of the last 48 hours,
those guests we could quickly and safely move to alleviate Zaandam which shows the immediate actions we took have helped contain spread.”
crew workload immediately, and to get as many guests as possible “However, there are also 1,167 healthy guests and 1,130 healthy crew
into rooms with windows and verandahs. Following CDC protocols, we across these two ships.”
screened guests prior to transfer and all wore protective face masks. “Thankfully, the Panamanian government graciously granted humani-
To ensure everyone’s well-being, we did not move guests who needed tarian approval allowing us to move through the Panama Canal, which we
further screening or those likely to need ongoing support by the med- did the evening of March 29. Even with this progress, we are still facing a
ical team to Rotterdam. Guests on both ships continue to self-isolate multi-day journey before we can safely dock and disembark. And we need
in their staterooms.” confirmation from a port that is willing to extend the same compassion
“Reducing the guest count on Zaandam helps available staff better and grace that Panama did, and allow us to come in so our guests can go
serve those remaining on board. No guests who have been ill or symp- straight to the airport for flights home. It’s tempting to speculate about
tomatic were moved, nor were their close contacts. And no Zaandam the illnesses that may have been avoided or lives saved if we’d gotten the
crew moved to Rotterdam. Zaandam received additional medical assistance we sought weeks ago.”
supplies including COVID-19 tests, face masks for guests and personal
protective equipment for crew, as well as medical staff. This will help, COVID-19 Response a Test of Our Humanity
but patients will need to get home for additional medical care.” “It’s easy to condemn those who are unhelpful and unwelcoming during
times of need. But what if instead we focus on the type of society we
How We Got Here strive to be, where nations share a collective responsibility to help others
“It’s important to remember passengers and crew did nothing wrong. in peril? Because these travelers could have been any one of us or our
When voyages began in early March, South and North America had few families – caught up by a fast-changing scenario nobody foresaw.”
confirmed COVID-19 cases. The World Health Organization (WHO) was “The COVID-19 situation is one of the most urgent tests of our com-
advising against travel restrictions and the Americas weren’t affected mon humanity. To slam the door in the face of these people betrays our
by travel or health advisories. Travel in all forms continued to bustle deepest human values.”
across the continents as recently as mid-March – albeit with more “Given the opportunity, I am hopeful that all of us will follow the lead of
personal hygiene reminders.” our Panamanian friends and help our neighbors.”
CANADIAN TRAVEL PRESS • APRIL 6, 2020 APRIL 6, 2020 • CANADIAN TRAVEL PRESS • 5
Pandemic Shifts Sector’s
Sentiment, Spending
In two weeks, COVID-19 has changed North American destination pro- The number of respondents receiving 20 or more COVID-19-related
fessionals outlook, operations and marketing spending. inquiries a day rose from 4% in Wave I to 30% in Wave II.
That’s the message from the inaugural findings of a new survey These inquiries are primarily related to information about event can-
series by MMGY Travel Intelligence in partnership with Destinations cellations and attraction closings, as well as business related functions
International Foundation, which track the shifts organizations are mak- such as conferences, conventions and business meetings.
ing during a period of very fluid change. MMGY Global’s chief operating officer, Craig Compagnone observed:
Wave II of the survey, conducted just last week, found more than 80% “This is a rapidly evolving situation for our industry, and it’s important
of destination organizations surveyed have reduced or postponed sales for destinations to make decisions based on facts and hard data as they
and marketing spend, and more than 60% have asked all employees to begin to prepare recovery strategies.”
work from home. Compagnone continued: “While there is no precedent for this situ-
In Wave I of the study, conducted in early March and prior to many ation, we know that travel has spiked following previous crises, and
of the COVID-19-related travel bans currently in place in North America, data will help influence how destinations keep travelers and commun-
less than 20% had reported reducing or postponing marketing spend ities informed until travel restrictions are eased and
and a similar amount reported restricting domestic travel for employ- bookings return.”
ees. The majority of destination organizations are now reporting a Destination organizations were also asked about their preparedness
strong expectation that coronavirus will have an extreme impact on their planning, with data revealing that only 30% of respondents stated that
business over the next six months. their destination organization had a pandemic emergency plan in place
Jack Johnson, chief advocacy officer for the Destinations prior to the COVID-19 outbreak.
International Foundation, said: “Destination organizations not only serve And while this seems low, it is most likely attributable to these organ-
as representatives for the broader travel industry, but as stewards of izations relying on plans from state governments rather than developing
their communities. This study allows us to support these organizations their own.
by creating a tool that shares up-to-date detail on how their peers are The survey was conducted among employees of destination
managing through this ever-changing process.” organizations representing US cities, regions and states. Wave 1
At present, the effects of COVID-19 are all-encompassing for this of the survey was conducted March 4 to March 8, 2020, and Wave
sector. II was conducted March 16 to March 22, 2020. This study does not
The percentage of destinations reporting coronavirus-related post- include US consumers.
ponements and/or cancellations of conferences, meetings or events For more, go to www.mmgyglobal.com or visit www.destinations
surged from under 40% in Wave I to almost 100% in Wave II. international.org.
GlobalData
when thinking through their strategies to Hollister said: “Hotels that are the
handle the COVID-19 crisis.” fastest to drop their room rates and
Hollister points out that: “As the who provide the heaviest discounts will
Says Hotel
impact of COVID-19 lessens and often be the last ones to recover when
demand increases, it is crucial that demand eventually returns. Many hotels
hotels act in a proactive manner; by will not be able to return to their normal
effectively managing room rates and rates instantly after demand for travel
Industry Will
marketing offers to maximize revenues.” returns. Many guests will not accept this
And he continues: “Hotels will steep hike in price. Hotels that heavily
re-open. The majority are still continuing reduced rates due to COVID-19 will have
to accept reservations for stays many to gradually increase price overtime
Bounce Back
months from now to maintain their to avoid deterring customers, this will
revenue streams. One predicament prolong recovery.”
hotels face is how to price their rooms And he concluded: “It will provide long
during and after the COVID-19 pandemic term benefits for lodging providers to
While the hotel industry has many different vulnerabilities, with most hotel companies currently not hold the line on rate-cutting. However,
GlobalData says that its ability to deal with impacts associ- rushing in to dropping prices too quickly with a variety of short term financial
ated with these vulnerabilities in the past stands it in good or too severely.” commitments to meet like bank loans,
stead to overcome the coronavirus (COVID-19) pandemic; He pointed out that: “The hotel indus- investor returns and employee pay in the
GlobalData analyst, travel & tourism, Ralph Hollister says try recovered quickly following the con- absence of government assistance many
that: “It is imperative that hotels across the globe remem- tainment of SARS in 2003 and the hope will have no choice but to discount room
ber how they have overcome a range of past crises such as will be that a similar pattern will emerge rates to bring in much needed cash.”
natural disasters, the SARS outbreak and acts of terrorism after COVID-19 has run its course.” Go to www.globaldata.com for more.
6 • CANADIAN TRAVEL PRESS • APRIL 6, 2020
0406PG06.indd 6 4/2/2020 12:14:25 PM
where in the world
Although you can’t travel there
right now, this destination
has found a creative way to
connect with would-be travel-
lers through a live social media
series called Seven Minutes In…
The weekly series kicked off
with yoga at its world-famous
pitons — also the name of a
local Pilsner beer brand — and
a virtual dance session with
one of the country’s hottest
Disc Jockeys, Hollywood HP.
Where in the world is it?
Please send
your answer to:
“Where in the world?”
to ctp@baxter.net
WHERE
WAS THAT
The following identified the March 16 “Where In The World” as Berlin, Germany:
Timothy Edgecombe, Rosewood Washington; Shirley Hulleman, BOB’S cruises &
tours; Helen Cremasco, Expedia CruiseShipCentres; Céline Moskovitz, House of
Travel; Wendy Chaput, Independent by Flight Centre; Diane Dafoe, Dafoe Travel Group
Inc.; Jackie Friedman, Peerless Travel; Jodie Simpson, Sandcastle Vacations.
APRIL 6, 2020 • CANADIAN TRAVEL PRESS • 7
0406PG07.indd 7 4/2/2020 12:13:51 PM
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