"Groundhog Day, Version 4 or 5"

"We don't even know how many times it is, but we're getting there," Mr. Côté says mockingly. "The morale of the troops is really at its lowest."

The arrival of the Omicron variant dampened the fall's hopes. "From September to November, we were busy, well," recalls Mr. Boissonneault. "Even if consumers were nervous, they were eager to go and relax for Christmas and spring break. This is our busiest period; December to March represents 40% of our year."

On December 15, the announcement by federal Health Minister Jean-Yves Duclos to reconsider and avoid (again) all non-essential travel had the desired effect, on the eve of the holidays: "It was a recommendation, not a travel ban. But many have canceled," he laments. "Currently, those who are holding firm are driving at 5 or 10% at most."

Pedaling in the void, merging or closing

"Each time, we have to undo the invoices, call customers back to cancel or postpone, request credit card refunds, contact insurers... we work twice, without having been paid once, the AAVQ representatives get angry. And we have to pay the employee who piloted the file with the customers, and who reopens it to close everything. We are only paid when the customers leave, on commission. With grounded flights, that's zero, with expenses on top of that."

Before the crisis, Quebec travel agencies employed about 11,000 advisors and the market value was around $4.5 billion. “25% of the agencies closed, as well as a third of the points of sale. There were mergers, because some had to regroup to survive,” explains Éric.

To help them, the government has decided to give the permits away for free. "What actually happens is that the permit is hanging on the wall, the agency is theoretically open, but the opening hours are temporarily unavailable."

Grants and subsidies to avoid drowning

The federal Tourism and Hospitality Recovery Program provides up to 75 per cent in wage and rent subsidies to businesses that have suffered revenue losses of more than 40 per cent. “It was essential to keep us afloat,” Côté said.

For the hardest-hit businesses, Quebec has set up emergency funding, the Concerted Action Program for Businesses (PACTE), Tourism component. “We lobbied the Minister of the Economy, Mr. Pierre Fitzgibbon, to make our point. And we succeeded. To date, we are the only province to receive a substantial amount for travel agencies,” the two acolytes proudly announce. “These loans, which are partly forgivable, have provided an injection of liquidity. Many have narrowly avoided bankruptcy. Of course, these are still debts, but if they are well managed, they are like subsidies.”

Travel consultant, a more than useful job

Will it be necessary to work twice as hard to restore the profession and regain the trust of tourists? "If there is one positive point to this crisis, it is that people have understood that, at the same price as the Internet, a travel advisor is really a profession with added value," says Mr. Boissonneault. There was a false perception that online travel is cheaper, but we are all wholesalers, who buy a batch of packages, and in addition, we have knowledge of the field and the issues, and a personal relationship with the customer that Expedia or Booking do not have."

“Right now, we’re managing our customers’ emotions. They’re frustrated, angry and confused. We’re spending time addressing their insecurities. We’re calming things down. We’re learning about insurance clauses and the possibilities for reimbursement, credit or repatriation. We’re providing information about what’s really happening on site, about safe destinations and about recent health measures.

Oddly enough, Canada is among the most vaccinated countries, but it imposes the most travel restrictions. Americans have never stopped traveling: they have learned to live with the virus. You can catch it here or elsewhere. There are good hospitals abroad. Did you know that some cruise lines offer a private jet return if you test positive, that hotel chains reserve protected sections of the beach and restaurants? » The AAVQ calls for this paralyzing fear to be de-dramatized.

Over time, the world adjusts and organizes itself. Maybe we will have to unlearn some things to continue dreaming and get out of our bubble?