Boiling point: Rising cost of living adds fuel to fire

Consumers are only just starting to feel the extra cost pressures, but there are signs some are already beginning to worry.

TTG survey comments were mixed, but revealed definite concerns. One respondent predicted: “The family bucket-and-spade market will be the most affected. Customers have asked if there will be surcharges due to fuel price increases.”

Another said: “Clients have already cancelled/postponed a long-haul trip for early 2023 because of the cost of living.”

Some highlighted the increased costs to their agencies. The Federation of Small Businesses estimates a single small enterprise in London will see annual energy costs rise by £10,000. “Most of my clients are still willing to spend well on their holidays,” said one respondent. “But the rising living costs for myself and the impact on my business is huge.”

Another added: “After two years of not earning from travel and now with the cost of living so much higher, it’s a real struggle. I had hoped things would be better this year, but we’re not seeing that due to the rise in living costs.”

Speaking to TTG, agents presented a typically stoic outlook. Thorne Travel owner Shona Thorne said: “Some customers are concerned that they’re going to start seeing fuel surcharges. Approximately one in four are asking questions about surcharges; we tell customers it hasn’t been added to terms and conditions yet, so their price is fixed.

“We’ve seen a lot more customers asking to pay in instalments because they know their cost of living is going up every month; they’re asking more for direct debit and for holidays to be pushed back,” Thorne continued, adding bookings were nonetheless “really buoyant”.

Polka Dot Travel has 19 branches in Wales, Shropshire and Cheshire. Director Mark Johnson said: “We’ve not seen a slowdown yet. If people want a holiday, they’ll find the money. After the past two years, people want one. They may downgrade from five stars to four or four to three, but they’ll spend.”

He admitted electricity bills were a concern. “Fortunately, we tied in for a couple of years before costs went up,” he said. The biggest issue, Johnson stressed, was recruitment. “We have a couple of shops we can’t open because we can’t get staff. That’s of significantly more concern now than cost of living.”

The recruitment challenges facing travel businesses were thrown into sharp focus on Wednesday (30 March) during C&M Recruitment’s Fit To Employ webinar, where the panel warned of the impending "great resignation" in travel and also of new vacancies outstripping available candidates.

Flexibility key

Graeme Brett, owner of Westoe Travel in South Shields, said: “We haven’t had anyone cutting back yet, but we’re anticipating we will – and we’re anticipating a big energy [bill] increase in the shop. Everything’s electric here, including the heating, so it’s a bit of a worry. Our electricity company installed a smart meter last week, which will help us identify what’s using energy.

“The situation in Ukraine and uncertainty around Covid-19 are the main concerns customers are voicing to us at the moment, not energy prices, although we are anticipating that.”

Brett added businesses needed “more flexibility to recover”. “A lot of travel businesses took the business interruption loan during Covid-19, and have had to start repaying that. That is hundreds of pounds a month, so they’re having to find extra money to pay that and then pay for energy price increases as well.”

Some, though, were more upbeat. Don Bircham, owner of Hays Travel North West, said cost of living was having no impact on bookings. “I keep thinking it may be, but not at all,” he said. "March has been very, very good and has got better as the month has gone on. It’s happy days after a terrible two years.”