Burnout isn’t a buzzword, it’s a reality that travel agents are facing now. There are more enquiries, fewer staff and simply not enough hours in the day. Sound familiar?
Travel advisor Sekha Walsh is exhausted. He’s crazy busy with enquiries, has the flu and tells Karryon he feels like he “mentally cannot cope with things“.
“Last week I was so demotivated and feeling meh, so I had to get all the urgent or important things out of the way and the rest just had to wait,” he says.
Those who know Walsh are pretty surprised. He usually runs a mile a minute and his massive smile is matched by his passion and zest for his work. But the pandemic dulled many a bright star. And travel advisors took a hit harder than most.
The agents who survived the pandemic are now doing so much more with much fewer resources.
“Since covid, our people have definitely experienced higher than normal workloads and travel has become so much more complex,” Flight Centre Travel Group talent and retention leader Sam Van Gool tells Karryon.
“Customer demand is high, and although Flight Centre has grown in staff numbers since travel has come back, there is still high demand which has led to higher levels of stress too.”
High workloads are not unusual for travel agents. But how can you distinguish burnout from general busyness? Karryon caught up with counsellor Corina Field to find out.
Signs you’re experiencing burnout
“Burnout can present itself as headaches, body pain, and even illness,” says Field.
Are you feeling more drained than usual? Are you lacking the same enthusiasm you once had? Or simply can’t find the motivation to work?
These are all signs you may be experiencing burnout, Field warns.
“Some other signs can include increased irritability, challenges with sleep and increased/excessive use of substances such as drugs or alcohol.”
“Mentally, the consequences of burnout can include feelings of anxiety and depression as well as increased levels of stress. These physical consequences can increase mental consequences and vice versa.”
A happy agent = a happy client
Field says the first step in managing burnout is recognising the signs. It’s then about “implementing strategies that will refuel you”.
She recommends people take time out to implement self-care, whether that be through practising mindfulness or exercising.
“Finding ‘me time’ to do activities that can reflect on feelings or even just participating in hobbies helps too,” she says.
“It could also include spending time with family, friends and loved ones.”
test this method.
A big step agents can take (and a rather difficult one) is learning how to say no, Hollyday Travel owner and manager Holly Velardo tells Karryon.
“The pandemic has taught me to value myself and my time so much more now than I ever did before,” she says.
“I learned during the pandemic that it’s okay to say no to people.”
Saying no to business was a “huge change” for Velardo. But doing so enabled her to not only do her job better, but to also appreciate it more.
Be Well: Do Well, a Flight Centre motto
Understanding the challenges its people face, Flight Centre Travel Group has established a mental health task force, Flight Centre’s Van Gool says.
“Everyone in this team as well as the HR team have had accredited mental health first aid training should the need arise.”
But the task force has also taken more proactive and holistic approaches to wellbeing.
This has included “proactively building the company’s beliefs and behaviours”, increasing education and awareness, and promoting access to care and support.
The more conversations had about wellbeing “ultimately reduces any stigma surrounding looking after our mental health”, says Van Gool.
Walk for Wellness
Back in 2020, Norwegian Cruise Line (NCL) saw the struggles facing Aussie agents at the height of the pandemic. Walk for Wellness was born to “lift spirits and celebrate our community”, NCL APAC managing director Ben Angell said at the time.
The grassroots initiative was built on the recognition that sometimes, the simple act of going for a walk can do wonders for your mental wellbeing.
The struggles are different in 2022, says NCL ANZ director of sales Damian Borg.
“We realise the issues confronting agents have changed. Agents are busier than ever, but the need to look after their physical and mental wellbeing remains paramount.
“That’s why we streamlined the 2022 program to make it simpler to join and participate in our community.” The company also offered “an incredible pool of prizes that added real value to busy schedules”.
Need to talk to someone? Contact Lifeline on 13 11 14 or Beyond Blue on 1300 22 4636.
