7514 – Packing cubes, jail hotels, eating in Antigua, and pandemic travel with Jennifer Wayland

My guest: Jennifer Wayland

You’re ready to travel, but where can you travel? The industry was hammered by the pandemic but Urbana’s Island Travel Group used the disruption and downtime to create new procedures and improve the planning experience.

Episode links

Island Travel Group: https://www.islandtravelgroup.com

Contact

Email Steve at steve@holstein.co or visit holstein.co/contact/
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Transcript

This is an automated transcript and could contain minor spelling errors.

Steve Holstein:
You really are a world traveling travel agent because you know, we’re talking about Antiga and New Zealand, Australia, but then also the hotel that’s made from an old jail over in Indiana.

Steve Holstein:
How are you, how are you holding up as a travel agent because your industry was so

Jennifer Wayland:
I’m good. I’m good, actually, honestly, I think COVID, might’ve been one of the best things to happen to my company in that, you know, we’ve been extremely busy. I hate to use the word busy. I try not to use it, but we have been blessed with a lot of fabulous clients for many years, working our head buried in the business. And I spent all of COVID working on the business, perfecting our processes and procedures, and we have a new, what we call a seven star service product promise. So I think people are surprised to hear from me that actually, um, financially, and, and there were a lot of hurdles to overcome. It’s definitely been like totally reinventing my job and, um, our skillset and what we do as professional travel planners. But overall, I think it was an awakening, not just for me and my company, but for, you know, a lot of us,

Steve Holstein:
We now are still, we’re still dealing with COVID-19 and now the Delta variant is in the news. Um, what, what though, let’s say two years down the road, let’s just say everything is gone. Everything is, you know, truly back to normal. What’s the biggest change that you had to make during the pandemic that you’re going to continue to implement, continue to use years postpartum. We

Jennifer Wayland:
Really automated, um, and created time to really consult with our guests. So I think that’s kind of the difference. I always say what we do is not transactional it’s transformational, and since COVID and the new processes and procedures that we have put in place to deal with the overwhelming, you know, interest and demand it with changes and cancellations and concerns and people wanting to travel, but not knowing what their options are. We really automated a lot of what we do and how we get the information out to our guests. And I think that has been game changing for us and for our clients, is that really communication consulting and picking up the phone and calling our guests and really differentiating ourself and our service from what someone can get online.

Steve Holstein:
Yeah. I mean, pre pre pandemic, you know, I mean, you have to admit, you could book a trip to a foreign country and really never have to speak to a human. You could do it all online. And, but now there are so many questions, you know, like Canada, for example, just days ago finally said, okay, Americans, you can, you can start coming back in August, but you’re going to have to prove that you are vaccinated. You’re going to have to take a test. So, so now there are those things that you, as a travel agent, you have to think about, um, uh, is that, is that sort of like another layer to your job? Okay. I’m a travel agent. I, uh, I create experiences for clients, but also I have to be aware of, um, pandemic and medical conditions, uh, not just in north America, but around the world. I mean, you have sort of this two tier job. No, we

Jennifer Wayland:
Definitely do. It has been a learning experience at the, at the very least. So I think we’ve gained a lot closer relationships in the travel industry. Even I’ve been in the travel industry for 30 years, I’ve worked for the airlines. Um, so I felt like I had wonderful relationships, but now we’ve really had to rely on each other in such a, uh, a very critical manner that we have gained some very close relationships. We, things are constantly changing. So the key is definitely to know where to find the answers, not knowing the answers. So it’s not a, so much what, you know, it’s who, you know, and, um, so that you can keep your guests updated in real time. So as advisors, we have a lot of resources and we’ve had to depend on those resources to keep us updated on the changing conditions. And like you said, entry requirements, um, medical requirements. So getting those tests back in a timely manner, calling the hospitals, the testing labs, like it’s crazy what we’ve had to do just to advocate for our guests, but so far so good,

Steve Holstein:
Hard or easy to go to if I were to want to travel, say starting there, you know, in August,

Jennifer Wayland:
Well, I, I think this is the thing. There are a number of countries that we can travel to. But what you need to understand is that you are either going to need to be vaccinated, or you are going to need to have had COVID within. And these are slightly different between countries. You will have had to have had COVID and tested positive and can prove that, and then have a letter from your doctor that you’ve recovered and you’re released and safe to travel. And that’s usually within like three to six months, they want you to had had it and recovered to be able to travel to their country without testing negative, or you have to have a negative test or you have to test when you get there. So there’s such a big difference in countries. Um, I know most people want to know where can I travel now?

Jennifer Wayland:
Really the only places that off the top of my head, because again, this is changing constantly. So fortunately we have these references we put in the country and it tells us what are the current requirements. So thank goodness for people that, that is their job to provide us with that. But, um, you know, Costa Rica, Mexico and the Dominican Republic are really the only places that require nothing. They require nothing to go. I know the Dominican, you know, uh, any of these countries can test you when you get there. If they want to, it’s completely random. I have noticed that we’ve had clients arrive and they were pulled out for random testing. They showed their vaccination card and they were just pushed to the front of the line, no testing required. So I think that that’s, the nation card is going to bring a lot of convenience, let’s say, but Mexico has been opened this whole time. You’ve never, Mexico was business as usual from day one, New Zealand,

Steve Holstein:
New Zealand or Australia, aren’t one, or both of those basically completely shut down, um, to travel.

Jennifer Wayland:
They are. And you know, I’m just not seeing a lot of, um, near future opening there. Uh, grand Cayman is another one they’re they’re being, you know, very, um, careful safe. And those are just some countries that are going to be like that I’ve said from the beginning. It’s so funny. People were very concerned about having to have the vaccination. They have no interest in getting the vaccinations, or they’re worried about being able to travel. And my wishes and my hope is that most countries are going to at least allow you to travel there with a negative COVID test if you’re not vaccinated. And so far, that’s mainly what we’re seeing. Some countries are going to make it a little more difficult than other countries. You know, once you get there, like you may have to test when you get there, you can’t just have a test before you go. You have to test when you get there, then you have to quarantine for a couple of days until your test result is received. So that’s just, it’s a real, a real hodgepodge.

Steve Holstein:
Well, I mean, if you were trying planning that big trip, uh, you know, overseas to hit multiple countries, 20, 21, maybe even 20, 22 may not be the years to do that, unless you’re willing to do a lot of testing or, and, or go ahead and get the vaccination. And even then, like you said, they’re still gonna want proof. They’re still gonna do testing. It’s just not going to be easy street for probably another year or more.

Jennifer Wayland:
Yeah. The European union has kind of banded together and you can actually travel throughout Europe with a vaccination pretty easily from country to country. Um, they have what they call a green list that has been going on for, for this entire time. And so you’ll want to check that green list to see what countries are included. Um, you know, still some countries, you can certainly go there with a vaccination when that’s, it you’re free to roam, but you may be required to wear masks indoors. You may be required to wear mask outdoors when you can’t social distance. Um, but keep in mind, you’re still going to, at this particular time have to test negative within three days of returning to the United States when you’re traveling anywhere, internationally.

Steve Holstein:
So upon arrival, back in the U S there’s some, some, um, hurdles you’ll have to jump as well.

Jennifer Wayland:
Yeah. So when you are in your international destination, you will have to test within three days of your return flight to the United States, negative for COVID to get back into the United States. If you test positive, then you have to quarantine there until you test negative. And again, depending on the destination, depending on even sometimes the hotel you’re staying in, some hotels are paying for the test for you. They are allowing you to stay in quarantine in a certain, you know, building of rooms that they have for quarantine patient, I guess, a call patients, guests, um, until you test negative and can, can come home

Steve Holstein:
Knowing that it’s more difficult, there are more challenges with most places outside the U S and again, we’re not talking about, you mentioned Costa Rica and Mexico and places like that. Those are easy to get to, and you might have a quick test at the airport or something like that. But knowing that, are you still seeing just a, uh, just a, a large number of people who are focused on north America, specifically the United States then, I mean, is that, is that a big chunk of what people are booking right now?

Jennifer Wayland:
Oh, definitely. We’re getting a majority of calls about vacationing in the United States. What’s really interesting is I am hearing from guests that they have all this money saved up because they didn’t vacation or really do much in 2020. And so one of the things that I love is I’ve always tried to convince guests to pay the premium. It costs to stay at all inclusive guest ranches, like in Wyoming. It’s one of my favorite places in Colorado. And because guests have seen this money during COVID, they’re eager for a unique domestic vacation. So they’re doing it. They’re taking their kids, they’re taking their teams, they’re traveling with extended family. Um, they’re flying, they’re renting RVs, they’re driving and making the stop. So it’s really, um, you know, as, as a parent, as a, as a person, as a travel planner, as a professional, it’s really fun to see guests doing different things and getting going outside the norm and showing their families these really unique experiences that they may have overlooked because it wasn’t your quick, you know, kind of in inexpensive all-inclusive like vacation or something.

Steve Holstein:
Yeah. I just saw a story somewhere about our view sales and how know the prices are crazy. You know, the used RVs and trailers, you know, if you bought one a few years ago for 50,000 or 30,000, you’re probably going to be able to get the same price. Now, if you were to sell it, even though you’ve put miles on it, because people are just still just like last year going travel and camper crazy in the United States because they want to get out, but they have nowhere to go. But the United States.

Jennifer Wayland:
Exactly. Yeah. And, and people still, you know, I think whether you’re vaccinated or not, you, I think people are still being careful, as careful as they can be a lot of people, most people. So that allows them to, you know, really avoid a lot of risks by just having their own RV. They can wash it down when they get it, if they want to, and then they’re not staying in hotels or not swimming in public pools necessarily. Um, so it does allow that degree of safety, of closeness, of freedom, um, you know, hotels domestically throughout the United States, especially in more popular vacation areas are double, triple, quadruple what they were in 2019. So it’s, you know, renting an RV is not, I wouldn’t say it was cheap, but it, it definitely holds value when you’re comparing it to hotels these days, and even, even available hotels. So let’s say you can get a hotel, but you can get an RV for the same price. So

Steve Holstein:
Deals internationally. I mean, uh, it’s more difficult to travel to the UK. Um, so are there, uh, some hotel chains or some Airbnbs, or, uh, I don’t know what, you know, lodges or whatever you want to call them, dangling some specials are there airlines dangling some specials to encourage people to get out of the U S and go over there and, and just, you know, go ahead, jump those hurdles, but here’s the discount work.

Jennifer Wayland:
I think something to watch for is these countries that are just recently opening up and then there’s a surge. So if, if a country hasn’t opened up yet, but you feel competent, it’s going to within the next few months, maybe that’s a time to go ahead and book that country, or right. When it opens up before that country gets so populated with reservations for tourists, because that’s what I’m seeing, right. When a country opens up, it’s still a good value. And then, you know, literally 30 days later it’s doubled in price.

Steve Holstein:
Uh, so I guess that would be one of the advantages of working with a travel agent. Do you have sort of, if I were to reach out to you and say, you know, I, my wife and I want to go back to Italy, we went a of years ago. We want to go back. Uh, could you put us on some sort of an alert list where, uh, a, it, it’s easier to travel. Italy says, okay, it’s, we’ve now lowered some of the barriers to entry and B uh, there are now deals because they do want people coming. Is there some sort of a hot list or something that, that travel agents are creating for people who are ready to get out of the U S

Jennifer Wayland:
Travel agents as a, as a whole, as a, what do I want to say? Like a, like an industry are w we’re mainly cooperating. And so we’re all sharing information. We are a network of information, so yes, there’s definitely, you know, you have a thousand professionals, you know, part of a group that are all sharing experiences of travelers. Um, what’s open. What’s not what to be aware of how to advise your guests. So it’s, they’re full of a wealth of information. So it definitely provides. And then obviously these destinations, when they do open up these hoteliers and these tour operators, and, and even the airlines are eager to get the information to the travel agents, because we are the ones advising the guests. This is where you can go. This is where you should go. This is where the deals are. This is the values people can even before COVID, when people will come to us and say, I want to go here. And we’re like, okay, here you go. We’re going to give you what you asked for. But honestly, that’s not a good deal right now at all, for some reason, or for this reason. So what about this? This is a comparable experience for you at half. The price

Steve Holstein:
Has 2021 been, especially the last few months, been a busier for weddings because last year was a, I think I’ve, I, you know, I I’ve, I don’t think I attended any weddings and, uh, and didn’t know anybody that got married last year, but it seemed like it was an almost total shutdown, even on just even people just, you know, going to the justice of the peace. They were like, you know what, we’ll just push it off to 20, 21 or 2022. So, uh, did things just really go bonkers this year? And, and are they continuing into next year? Do you see as far as weddings and then, and then of course the, the honeymoons or destination weddings

Jennifer Wayland:
They absolutely did. And I regret that, unfortunately, because so hotels are still not able because of government, you know, local government requirements, not necessarily able to book to the full hundred percent occupancy hotels, or maybe at 50, 75, 80% occupancy and they’re full. So it’s been rather difficult to find a commendations that have as many rooms as a wedding group may need. And it’s so good to be able to get them exactly what you know was just the perfect fit and the perfect price, but you can’t get enough rooms or something. So, um, it’s crazy that supply and demand is honestly what is, obviously, what’s building up these prices and what’s driving up these prices. So the sooner that you can book in advance, I don’t think has ever been more important than it is now.

Steve Holstein:
You know, uh, a default honeymoon destination has always been, you know, someplace like Mexico, one of the resorts there, or you said Costa Rica or something, but now Americans who are tired of being cooped up are flooding those hotels and beaches. So the deals probably aren’t there for those because they don’t need to. Right,

Jennifer Wayland:
Right. It’s crazy because people are assuming Mexico is the best deal, cause it always has been in the past. And actually I’m seeing other Caribbean islands at better value, which is rare. Um, you know, what I have loved about this time period of traveling a few things, one is, um, because the hotels aren’t booked to maximum occupancy, it’s a, it’s a pretty magical time to travel. And you’re not at all, you know, in a crowd you’re not fighting for a chair or a towel or anything else. Um, you’re mixing with the staff. It’s, it’s a really unique time to travel, but also because I’ve been able to put people on these smaller islands that are a little more upscale, they’re a little more full of boutique, unique resorts and hotels. That social distancing was just a thing before COVID. And so people feel safer. They’re getting a more deluxe, um, unique upscale experience at a better price. And so that has what has come out of this has been unique. So again, someone will call and say, you know, I want to go to Mexico because we know it’s open and everybody’s going there. And then I’ll say, well, you can go to Mexico and this is what you’ll pay. Or you can go to this unique boutique island. It’s a different experience. It’s a slower pace, but if you want to try something new and people are going for it. So you’ve

Steve Holstein:
Been traveling for many, many years, um, given that we’re still in the pandemic, what are some book, but we can travel now to a lot of places. Um, what are, what are some of your travel hacks when it comes to, um, packing, flying, hanging out in the airport, staying in a hotel during, during a pandemic and even without it, I mean, do you have one or two that are just, you tell everybody who is about to get on a plane or before they get on a plane for the travel experience, is there a hacker to obviously bring your mask? How’d

Jennifer Wayland:
You bring your mask? I mean, my state, my classic statement has always been like travel with a sense of humor and know, the minute you’ve stepped out of your house, you may not get where you’re going. And I don’t think that’s ever been more true than now. There are again with the airlines, all of these destinations, domestic and international are going through the same exact things that we are locally, a lack of staff, um, you know, a lack of servers. So we really have, you know, a list of things that we go through with our guests before they travel so that their expectations are met. You know, restaurants are going to be closed. They’re not going to be open every, every day. You know, they’re going to be delays, they’re going to be cancellations. And then there’s not another flight available. It’s so crazy. It’s, it’s, you know, in some ways it’s, it’s a little bit of a stressful time to travel in that sense.

Jennifer Wayland:
But most importantly, what you may have, if you went on the same vacation in 2019, it’s going to look different in 2020 and 2021. So just making sure their expectations are met, but as far as, you know, hacks VIP airport service, those are popping up in all the airports. And so just think about it. If you have this VIP airport service, whether you’re arriving and there are these huge long lines, um, because of all the documentation necessary to present, when you get to a destination or when you’re departing from a destination and you have the VIP airport service, so you’re in the lounge and you’re eating and you’re drinking all you want and you have wifi and you have a little mini spa you can go to, and if your flight is delayed or canceled, you’re all good. You know, you’ve got wifi, you can call, you can talk to representatives.

Jennifer Wayland:
Um, so this is outside of the airline lounges, but as far as like packing, I would say, bring your own refillable water bottle, bring a portable charger bank. Oh, packing cubes. So I have a video on my YouTube channel Jetset, Jen. Um, I was introduced to packing cubes just a couple of years ago. And I always said, I’m the, I’m the world’s best packer. Like I was so competent. And then I went, uh, I think the Portugal, um, with someone and she talked me into trying them, like, I still wasn’t convinced. And then I packed with them and I am amazed how simplified packing can be and how much more you can fit in your luggage when you use packing cubes.

Steve Holstein:
What’s the best meal that you’ve had probably anywhere in

Jennifer Wayland:
The world. And Tega the island of Antiga everywhere I go. The food is so amazing. I’m, it’s so fresh and organic that all of it from the produce to the meat, um, I don’t think I’ve ever had a bad meal in Antiga. Even at some of the chain hotels. I feel like their, um, food is superior to their hotels and other destinations and

Steve Holstein:
Tia, can I get to Antigo, uh, relatively easy right now during the pandemic,

Jennifer Wayland:
You can, you have to test and I did it. It’s simple and they welcome you. It’s, that’s one of those islands that is naturally social distancing, 365 beaches, one for every day of the year, little mom and pop, um, boutique Inns that are really unique. They have all inclusives, they have not all inclusive. They’ve got all the yachters coming in and, uh, great restaurants on and off property. It’s a really independent upscale, safe island. I highly recommend it. Jennifer,

Steve Holstein:
At the beginning, you mentioned that you’ve been in the travel industry, um, in various roles for something like 30 years. So when did you launch island travel group island?

Jennifer Wayland:
And in 2002, I did, um, I was just planning so many honeymoons and destination weddings, and I felt like they deserved one-on-one private consultation instead of the phone ringing and, you know, interruptions and stuff. So it was a, it was a leap of faith and it was wonderful and it’s been a great experience. And, um, I feel like I’ve grown with a lot of these couples that I’ve worked with since 2002, and now they have families. And so we’re finding that great zero depth entry pool and kids’ activities and things like that now. And, um, so it’s been fun. Super fun.

Steve Holstein:
Yeah. I hadn’t thought of that, but if you plan somebody’s wedding, destination, wedding, their honeymoon, you know, there’s a good chance that they’re going to be back to plan a trip to Disney world or to plan a, uh, a baby moon. What what’s, what’s the honeymoon years, there’s a vacation you’re supposed to take right before the baby is born. Cause it, cause once the, once the children come, everything changes, what do they call those? Is it a baby moon? Or it’s kind of like insurance sales, you know, you know, you help somebody with their car insurance and then they move into a, you know, a house and then they started having kids and then you grow with them. So that’s kinda neat. You probably have been over over the decades. You’ve probably helped people in various stages of their life get wherever they need to go.

Jennifer Wayland:
Yeah. Ah, so now that you mentioned it actually next year, it will be 2022. So some of our very first guests will be celebrating their 20th wedding anniversary. Well,

Steve Holstein:
Congratulations to them. And congratulations to you. Do you remember the first couple when you were, I mean, you would actually branched off on your own to start the company?

Jennifer Wayland:
I do. I remember the first two couples and I was just talking about this yesterday because I was telling you, we were, we drove through Rockville, Indiana. And, um, we stayed at the old jail in there and it was so funny because I was with my family. We were in several different cells and there was a small party of couples that stayed in the cell block. You can rent this whole cell block. It’s really cool. And they partied all night and like kept us up. So we, we, they were kind of, we were kind of like, not super happy with this family, with these people. And then they walk out of the jail cell the next morning. We’re checking out, they walk out to check out and it’s my first couple I ever planned a destination wedding for is on my own. And so it was funny.

Jennifer Wayland:
And so then we’re like, it’s so good to see each other. And, and so that was, uh, I have chills just telling you this story. It was so, and so I was just telling that story yesterday. So, and then another couple, um, from the Tuscola area just actually went on a big Tuscola class reunion trip with us and, um, we’ve remained in contact over the years. And so it’s, it’s just so fun to just know that you played a part in this very important role. It’s I wish we could keep being closer. You know, you wish you could be best friends with all these people, because it was so fun to work with them and you got so close and then like life gets in the way kind of thing. But yeah, it’s been a wonderful, wonderful, uh, way to raise my kids and, and be a part of other people’s lives.

Steve Holstein:
You, you really are a world traveling travel agent because you know, we’re talking about Antiga and New Zealand, Australia, I’m sure you’ve been to dozens of countries, but then also the hotel that’s made it that’s that’s, that’s from an old jail over in Indiana. You were, you were just staying there. So yeah.

Jennifer Wayland:
Yeah. I try, I, people will say, oh, she’s been everywhere. I’m like, oh, I haven’t even put a dent in this earth, but I’m trying, I’m working on getting everywhere. That’s awesome. Speaking of Australia, we, I was just having this conversation yesterday as well. And they said, what, like, what is your favorite place? Which is really difficult. I haven’t really literally a handful of favorite places, but the one place that I would live is Australia and why it’s comforting as far as being similar to the way of life of the United States. But it’s like a big island that is so diverse and it is all about nature and outdoors and activity and adventure. It’s, it’s just an such a unique place. And no matter where you go, it has such a draw and such a unique feature that you just can’t go wrong anywhere in Australia.

Steve Holstein:
I do have really huge, huge spiders, Jennifer,

Jennifer Wayland:
A lot, a lot of different ones. I didn’t really see that, but it’s so funny. Like you’re driving along and, and you know how we have deer CRA you know, w the big thing around here in the Midwest is you’re driving along. You don’t want to hit a deer at night. Well, there it’s the same exact thing, but it’s kangaroos. So kangaroos run in packs and they’ll cross the road at night and you’ll hit them and possibly hurt them or damage your vehicle. So it’s, it’s so crazy to learn these things when you travel and then you’re driving down the road and they have all these like koala crossing signs. So wherever it’s common, they’ll have, you know, big, weird, cause there could be a koala crossing here. So just, I don’t know. It’s probably so awesome because it is so unique. Well,

Steve Holstein:
Jennifer, thanks for hopping on with me. This was an interesting conversation and of course, things are changing daily. So if you have any questions, uh, give her a call there at island travel group, but be safe and thanks for all you’re doing.

Jennifer Wayland:
You’re welcome. My pleasure, Steve, you too.