Airlines address agent issues at Lufthansa forum in YYZ

Representatives of three major carriers with a significant Canadian presence assured travel agents that they are committed to their having successful careers during a Tuesday forum in Toronto.

Christina Meakin, who oversees Lufthansa’s Canadian sales team said that her airline realizes that agents sometimes face challenges when dealing with carriers.

“Do we intentionally try to make it hard for travel agents? Of course, not … Are we 100% super-duper? No, we are not,” she told those on hand for the Lufthansa Group Travel Forum.

Meakin was replying to an agent who asked what specifically Lufthansa and Air Canada and United Airlines — all represented at the forum — are doing to make life easier for the agents they deal with.

She acknowledged, however, that airlines “for sure” can “make it better” for agents they deal with.

Meakin acknowledged that agents have to deal with “obstacles.”

John Holt, director of corporate global sales for United, noted that he was once a travel agent and said “I feel your pain” when frustrations arise, adding he and United colleagues do refer agent feedback to higher-ups, and that that feedback is “taken seriously.”

Ana Paula De Souza, Air Canada’s director of sales Canada and global accounts, in turn reassured agents that Air Canada appreciates them.

“We hear you. We are here for you,” she said.

De Souza noted agency needs can vary, something Air Canada has to take into consideration.

Meanwhile, Meakin stated that in an era of enhancing technology Lufthansa still values personal contact with travel agents.

“We still believe in that human touch,” she said.

In the photo

Carrying the flag for Munich’s airport at the Lufthansa Travel Group Forum were Mariela Rodriguez (left) and Allison Ferguson (center). With them is Anja Brokjans, who heads the German National Tourist Office’s Canadian office.