Feeling the heat? Travel agent burnout is back on the radar

We’re tired. It seems like every year it’s the same, phones are ringing, inboxes are overflowing, and the stress levels in the industry are starting to hit a familiar peak. But this time, we can’t point the finger at post-pandemic ‘revenge travel’ or a sudden surge in demand. So, what’s driving burnout in the travel trade, and how can we address it? Signs you might be burnt out (or heading there)

Burnout isn’t just about feeling tired. It’s a full-body, full-mind exhaustion that can leave even the most passionate travel professionals feeling disconnected from the job they love. According to Dr. Christine Maslach, a leading researcher on burnout, it manifests in three key ways: emotional exhaustion, depersonalisation (a fancy way of saying cynicism and detachment), and reduced professional efficacy.

With staffing shortages still a pressing issue, the pressure on those remaining in the industry is relentless. Have you noticed more short tempers in the office? Are you feeling less ‘on’ when you’re handling enquiries? These are the red flags worth noting.

The industry’s perfect storm

While staffing shortages aren’t a new issue, their impact feels sharper in 2024. Some agencies haven’t been able to rebuild their teams to pre-pandemic levels, leaving existing staff to pick up the slack. Combine that with a surge in last-minute travel bookings, airline schedule changes, and increased customer expectations, and you’ve got a recipe for collective exhaustion.

Spotting the problem in your team

Managers, this is your cue. Burnout doesn’t just affect productivity; it affects morale and retention. Look out for team members who seem unusually withdrawn or irritable, start making more errors, or call in sick more often than usual. These could all be signs they’re running on empty.

A simple check-in can go a long way. Ask, “How are you holding up?” and listen—really listen—to their answers. Often, just feeling heard can alleviate some of the mental load.

Quick wins to reduce stress

There’s no magic wand to eliminate stress in a high-pressure industry, but there are steps you can take to lighten the load.

Delegate wisely: If you’re a manager, prioritise tasks and redistribute work. Encourage your team to focus on high-value tasks and say no to non-essential distractions. Encourage breaks: Yes, it’s busy. But pushing through without a breather leads to diminishing returns. Even a 10-minute coffee break can recharge the batteries. Reassess workflows: Are your processes helping or hindering? Sometimes, companies can get so caught up in maintaining or overhauling their workflows that the actual work—the client-focused service that keeps the lights on—gets lost in the shuffle. Are endless meetings or overly complicated booking systems slowing you down instead of streamlining your day? It’s worth asking these questions and reevaluating how your team operates to ensure that efficiency doesn’t come at the expense of effectiveness. Simplify wherever possible—automation tools might be an upfront investment, but they can save hours in the long run.

Consider implementing ‘quiet hours’ during the workday, where no one can book meetings or make non-urgent calls. This strategy can help teams focus on their to-do lists without interruptions, potentially improving productivity and reducing stress.

Long-term fixes the industry needs

On a broader scale, burnout highlights deeper structural challenges within the travel sector. Retention is a big one. If experienced agents keep leaving due to burnout, the staffing shortage will only worsen.

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Industry-wide solutions could include better support for career development, more flexible working arrangements, and more robust mental health resources. Normalising conversations about the mental load in this industry is crucial. Stress is often seen as just part of the job, but it doesn’t have to be. Encouraging open dialogue can help shift this mindset and promote healthier workplace practices.

Why this matters more than ever

Travel professionals are the backbone of an industry built on creating memorable experiences for others. But the current landscape risks driving talent away when the industry can least afford it. Addressing burnout isn’t just about protecting individuals; it’s about safeguarding the future of the travel trade.

So, as we head into the final stretch of the year, let’s focus on ensuring those creating magic for others don’t burn out in the process.