Posted on November 20th, 2020 by Cheryl Rosen in The Rosen Report
Link to Original Story
Travel agency owner Michael Graham is an overnight expert on the morality of selling travel during a pandemic. He took four customers with him aboard the SeaDream’s first Caribbean voyage last week – and left two behind in Barbados, in quarantine, when they caught Covid-19 onboard. (More on that below.)
Personally, I’ve learned a thing or two myself these past weeks about the moral dilemma of whether to sell travel right now. A B2B writer all my life, I was excited when the consumer press gave a shout-out to my column and my Facebook page. But soon I – and TRO along with me – found ourselves in the middle of a shoot-out between USAToday’s Chris Elliott and ASTA.
The controversy brought to mind three questions I used to tell the reporters to consider before pitching a story: Is it true? Is it news? Is it fair? No one wants to hear what you think, I’d tell them. It’s about getting your facts straight, telling both sides, and letting your readers decide for themselves.
Elliott did take both sides: he started out by giving me a shout-out for inspiring his anti-travel stance, and ended up saying he was disappointed in my pro-travel comments on his article. And indeed, I do take both sides. The issue of whether travel advisors should be selling travel right now is complicated; the answer lies somewhere in the middle and the facts keep changing.
Graham says he agrees with Elliott that consumers should beware travel advisors who lie about or try to skirt safety guidelines or tell their clients not to worry about Covid-19.
“I believe in being transparent,” he says. “Promotions for next year are fine – but if my clients want to go now, then generally I discourage them. I say, ‘I would really wait until next year.’ But because I felt so good about the protocols that Barbados and SeaDream had in place, and because I knew these clients so well, we went. I know 100 other clients whom I would absolutely discourage from going. It’s very personal; it’s up to the people who are traveling.”
Meanwhile, the battle raged between Elliott and ASTA. Elliott fired the first shot, with an article in USAToday.com under the headline, Is it ethical to recommend travel while the world is in the grips of a second COVID-19 wave?
The issue was brought to his attention when his last column was shared on “a Facebook page for travel agents,” he said. “The controversy opened my eyes to a travel industry fighting for survival and willing to do almost anything to get you traveling again – including exposing you to a deadly virus.”
He quoted two travel advisors arguing in favor and two ethicists arguing against – and then summed it up with, “Bottom line: Don’t buy travel from anyone selling you a leisure trip in the near future. Travel companies must put their customers before commissions – and wait until it’s safe. The good ones already are doing that.”
ASTA was quick to disagree. “In every case, the decision to travel is the client’s alone,” they said in a printed response. While there is more risk now that cases are spiking again, “we couldn’t disagree more with the author’s broad-brush conclusion that selling travel of any kind today is unethical.”
Until a vaccine is available, “people can and will travel,” following health and safety protocols. “In our view, following this course is more ethical than completely shuttering an industry that supports 1 in 10 jobs in this country.”
Elliott wasn’t having it. His blog entry “Advisors blast USAToday ethics story” ran with the subtitle, “Internal ASTA memo takes aim at yours truly – and misses.”
But while he chided ASTA for advocating travel, when that is clearly more dangerous than just staying home, he sidestepped the other side of the coin. “My column doesn’t address the business aspect of travel,” he says. That’s half the story, though – for travel advisors as well as for the destinations and suppliers to whom they bring business.
By Monday, when his online article ran in the print version of USAToday, the headline had been toned down to “Pandemic spurs travel debate.” (I’ll note that, generally, managing editors write the headlines, especially at big papers like USAToday; I’d guess he didn’t write either of them.)
When I asked him for a comment, he was quick to reply.
“I started the story the way most journalists do — by asking a question that a lot of people within the industry were asking, and offering a thoughtful and well-reasoned answer. I tried to present both sides. I asked ASTA for a response twice and also solicited comments from several large travel agencies. None of them replied.”
A former winner of ASTA’s Journalist of the Year Award and speaker at the annual conference, who started in the industry writing for Travel Weekly, Elliott said, “I have a lot of sympathy for travel advisors. If you look at my work over the past six months, I’ve written so many stories recommending travel advisors. Before the second wave, I told readers that if they were going to travel, they should contact a knowledgeable travel advisor who can help them.
“All I did was ask a question. Truth is, a lot of travelers will do almost anything for a deal. They’ll overlook threats to their personal safety and substandard conditions. Bargains can short-circuit their common sense. I think that’s why they need a professional travel advisor. People are looking at ASTA advisors to tell them where to and when to go.”
So is selling travel during the spike right or wrong? “It’s wrong, obviously,” he still maintains. “You can sell all the vacations you want for 2021. But the health experts are unanimous that if you want to avoid an infection, you should stay home.”
And is he anti-travel at heart? “Are you kidding me?’ he said. “Chris is not anti-travel; without travel there is no Chris.”
Back to the SeaDream
Graham’s customers remain asymptomatic, and are expected to fly home on Sunday, when they come out of quarantine. His agency, which booked about $5 million group business last year, “has really been on lockdown since March.” He has a Zoom later today with his next group, 60 people booked on Princess on February 1. He will advise them not to make final payment, and will move the group to the same date next year. “That’s the most successful way to get people to not cancel,” he says.
As for the column, “I agree with much of it. Ethics rarely have anything to do with a situation, including a pandemic that is destroying our business. Most travel advisors that I know understand this, as do ethical business owners,” Graham said.
“At MGA Travel, I am ok with simply promoting future travel. With today’s pandemic ‘peace of mind’ travel policies, there is little harm in putting hope on the calendar. However, advising or recommending travel in the next 60 days (a moving target) is not a good idea. If there is one thing we have learned in this pandemic, nothing is certain. Any advice needs to be tempered with caution and acknowledging the fact that we simply cannot predict the future. The advisors I know and work with are transparent and honest and ethical about any subject, including traveling during or post-pandemic.”
Indeed, says Graham (noting that he is a proud ASTA Verified Travel Advisor), “I suspect the issue of outrage is the singling out of travel. Mr. Elliott could have asked if it was ethical to recommend that someone go to a restaurant, bar, rally, grocery store. I suspect he would have received a very similar answer.”
ASTA declined to comment for this column. But while Elliott may continue to insist that selling travel is not ethical, many travel professionals—and small business owners of every ilk across the country—would agree with ASTA’s stance that the column was unfair.
At the Internova Travel Group annual conference last week, for example, 10% of the 1,000 luxury customers surveyed by the Global Travel Collection said they plan to travel before the year is out. Two-thirds of the 650 meeting planners who responded to the Northstar Pulse Survey said they believe in-person events can or should be taking place. And in a quick Facebook poll of 156 travel advisors I took on Wednesday, less than half (75, or 48%) said they are not selling travel in 2020—while 57 (37%) are selling travel, and 24 (15%) are “not comfortable selling travel but doing so if the client requests it.”
And ironically, notes Graham, Elliott’s column itself ran under an ad promoting vacationing at the Biltmore House for Christmas.
“As long as clients comply with laws and regulations on their trip, they can be ethically on their way with my blessings and warnings,” he said. “Even if it’s a visit to the Biltmore House this Christmas.”
Cheryl’s 40-year career in journalism is bookended by roles in the travel industry, including Executive Editor of Business Travel News in the 1990s, and recently, Editor in Chief of Travel Market Report and admin of Cheryl Rosen’s Group for Travel Professionals, a news and support group on Facebook.
As an independent contractor since retiring from the 9-to-5 to travel more, she has written regular articles about the life and business of travel agents for Luxury Travel Advisor, Travel Agent and Insider Travel Report. She also writes and edits for professional publications in the financial services, business and technology sectors.
Monday, September 14th, 2020
Michael Graham, CTIE®, of MGA Travel in Myrtle Beach, recently earned the distinguished Certified Travel Industry Executive, or CTIE, designation from The Travel Institute, the travel industry’s benchmark for educational excellence and the only travel organization offering certification for travel professionals’ varying levels of expertise.
“Earning my elite certification status not only demonstrates my commitment to life-long learning, but also a commitment to my clients who will be better served because of my increased knowledge and skills,” said Graham.
The Certified Travel Industry Executive, CTIE®, designation is awarded by The Travel Institute to travel professionals who complete a rigorous training program, including closed-book, proctor-administered testing, to demonstrate extensive industry knowledge and experience and the highest standards of travel professionalism. In addition, CTIEs are required to fulfill stringent continuing education requirements each year.
The CTIE course focuses on the critical skills that today’s leaders need to succeed, including emotional intelligence, teambuilding, negotiating, and coping with change.
Michael Graham has been a Travel Investment Advisor for 7 years and has sent more than 3200 clients on vacation experiences around the world. He specializes in luxury and groups, and is a nationally known top producer with many travel brands. Graham's other professional recognitions include the VTA certification from ASTA (American Society of Travel Advisors, of which he is also a long standing member.
MGA Travel has been located in Myrtle Beach for 7 years and employs 6 professional travel counselors. MGA Travel is also the producer of the annual Cruise & Travel Expo at the Myrtle Beach Convention Center.
To learn more about MGA Travel and how Michael can help with travel plans, call 843-279-0310 or visit www.mgatravel.com. Digital credentials: www.thetravelinstitute.com/agent/38674/
Make plans to visit the Annex before early morning general sessions, during breaks or even outside of conference hours. Here we have an on-demand digital library celebrating the achievements of advisors in the Nexion Travel Group family.Featured are our honored NEXTalks speakers (see their bios and topics below), who share what they are doing to achieve success, how they did it, results and their advice for you. We encourage you to take time during the conference to review these precise, peer-to-peer lectures. In the Annex, we also recognize the volunteers and leaders among our advisor family who give their time to support our programs, including our Nexion Travel Group Advisory Board members, Networks group leaders and Mentors.And, stop by to see who made Circle of Excellence, MillionAir, Ambassador and our additional award recognition recipients. SEE MORE
Michael Graham, VTA, CTIE, is the owner of MGA Travel in South Carolina, where he serves as president, group expert and luxury specialist for his team of advisors. He has been selected as an American Express Pacesetter and as a Tauck Certified Agent.
Michael enjoys advising on travel almost as much as finding and curating new custom experiences and scouting and traveling himself. He has guided many organizations around the world (over 50 countries), hosting large groups by sea and land.
Says Michael, “I have been very fortunate to have visited approximately 68 countries in seven continents. It is my hope that more people travel,
because when we travel, we realize that while governments may differ, we are all one people. And when we realize that, it fosters more peace and harmony among all of us.”
Michael has been an independent affiliate of Nexion® Travel Group since 2019.
From staff reportsNov 16, 2017 Updated Aug 20, 2020
Source: The Georgetown Times
Cruise Planners franchise owner Michael Graham and his team, operating in the South Strand, were recently honored with a top-producing travel agent award at the 2017 Cruise Planners® Convention held in Cancun, Mexico.Graham and his team won the following awards: #1 Top Producer in Celebrity Cruises; #2 Top Producer for Allianz; #2 Top Producer in River Cruise Sales; #4 Top Producer for Viking Cruises; #5 Top Producer in Escorted Tour Sales; the American Express Pacesetters Award; Best Y.O.Y Growth (4th consecutive year wining); and the Reader’s Choice Award.“We are honored to be recognized as a national top producer in so many categories,” Graham said. “This could not have been accomplished without my all-star team: Kelly Graham, Tracie Lawrence, Elyse Monroe, Troy Montenery, Jane McDonagh, and Tom Mugno.”
Graham and his team are an exception for Cruise Planners as they are not home-based, but a brick-and-mortar agency located off U.S. Highway 707 in the Salem Shoppes, across from Saint James High School near Murrells Inlet.“With Cruise Planners we are able to offer our clients a level of attention and personalized service that you just can’t get with online booking,” Graham said. “We believe that travel is an investment, and our advisors are experts in group and luxury travel - including river and world cruises.”For more information about Michael Graham and his team, visit their website at www.takethetrip.com, or call at 843-732-2582.Clayton Stairs/South Strand News
As featured in the September 2019 ASTA Magazine "Travel Advisor"
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