How agents can stay safe in their workplace: John Boulding
In the wake of a recent UK travel agent being killed in a domestic violence-related attack in her workplace, some agencies have begun evaluating the safety of their workplaces for agents.
One particular big name, travel veteran and former Insight Vacations CEO, John Boulding, penned a piece on agent safety at work. He’s shared this exclusively with Travel Weekly, and poses some interesting ideas on the topic.
Check out his thoughts below, and read his blog here.
“Workplace safety and travel agents”
The UK travel industry reacted with shock and dismay this weekend, when young travel agent and mother, Cassie Hayes, died from shock and loss of blood after her throat was cut, allegedly by a jealous ex-partner, in front of horrified staff and customers at the TUI shop in Southport.
Could something similar happen again? Sadly, probably yes. An intruder attack can occur anywhere in the world whenever people are in a vulnerable situation, such as sitting at a desk or counter in an open retail environment.
Other recent examples include Jo Cox, the UK Member of Parliament, murdered while attending her constituency surgery; and the frequency of the dreadful school shootings in America and elsewhere.
We can wring our hands and blame a broken society, but the truth is there are always those unhinged few who, twisted by a real or imagined slight, will take any unguarded opportunity to release their distorted revenge in a savage act of violence.
So what can employers do about it, and just how widespread is the issue? In pubs and clubs, one can anticipate that many incidents will be drink or drug related, with or without weapons, so premises at risk tend to beef up security accordingly as a matter of course.
In general retail environments, the dangers are perhaps harder to predict. They come mainly through robbery, violence from shop-lifters or drug users, and racist, sexist or homophobic physical or verbal abuse from shoppers. Of course there is internal workplace violence too – let’s not forget this can be just as dangerous.
One would like to think that travel agencies carry a tad less risk than general retail outlets in the sense that they are retailing holidays not handbags.
We read all too often about raids on cash in foreign exchange units of course, but the Cassie Hayes murder regrettably counters any sense of security we might have otherwise have felt.
Typically, governments, industry bodies and individual firms do their best to counter the dangers. But are they doing enough? In the UK, the Health and Safety Executive (HSE) dictates that every employer has a legal duty to protect the health, safety and welfare of its employees under the Health and Safety at Work Act 1974.
The rules are wide-ranging and include most types of incidents in which person might be abused, threatened or assaulted in circumstances relating to their work.
Their definitions include general physical violence – kicking, spitting, hitting or pushing; as well as more extreme violence with knives or other weapons. And verbal abuse too, including shouting, swearing or insults, racial or sexual abuse; threats and intimidation.
It is important for employers to note that HSE places as much emphasis on workplace abuse as they do on other forms of danger, such as heavy lifting, slips, trips, fixings, stairs and so on.
You’d imagine every employer would be aware of their responsibilities; but in the light of recent events it seems likely that some may need to rethink their priorities.
HSE strongly urges employers to consult with their staff, since it is front-liners who are very often in the best position to foresee threats and dangers. The organisation publishes good summary guidelines that are definitely worth a read.
One of the fundamentals in good preparedness is well rehearsed training for incidents, so everyone knows the drill and can act immediately during an event. Post trauma is a vital time too.
TUI has rightly offered counselling to its staff and customers in Southport, in recognition of the basic responsibility of companies to support and assist staff in individual and team recovery.
HSE has also published a specific example of a safety assessment template in a travel agency. It’s worth a read, but perhaps now needs a tweak to bring additional focus to provisions for acts of aggression, such as that experienced in Southport.
Travel agency owners would do well to add this to their own plans; as did education authorities around the world. Schools also found out about grudge-related violence the hard way, but now have well-rehearsed plans for minimising, responding and containing random incidents.
The National Institute for Occupational Safety and Health (NIOSH) in the United States, identifies that both males and females are affected. It noted in a study some years back that men were the victims in 80 per cent of overall workplace homicides.
The retail sector contributed 36 per cent of the overall total men killed in the workplace. For women in retail, the total death toll was lower but the percentage was higher, with a full 46% of female workplace deaths taking place in a retail environment.
I’m sure that the big travel retailers will have already pulled out their health and safety manuals for a thorough cross check on procedures. Individual agents must do so too.
Agency personnel need training to be able to recognise and reduce threats where possible so, should the worst happen, they have a range of choices available to reduce their chances of being injured and increase their chances of survival.
Violent intruder preparedness consultation and training will help reduce the impact of actual violence will ensure a faster and healthier recovery if the worst should happen.
Training needs to teach staff how to:
- Identify risk factors for workplace violence.
- Recognise behavioral warning signs in individuals.
- Create a customised workplace violence prevention and response program.
- Take immediate action to reduce injuries and to reduce the risk of fatalities.
- Alert staff and others and know how to give them second-by-second instructions that may save their lives.
- Know how local law enforcement will respond and how to assist them.
Maybe we can’t entirely prevent intruder violence in the workplace but we can perhaps do more to minimise it. We must learn from experience and owe it to staff and customers to make their lives as safe as possible; and it will make for a better business too.
Credits: Health and Safety Executive (HSE), National Institute for Occupational Safety and Health (NIOSH), National VIPS training, Header image – Liverpool Echo.
Email the Travel Weekly team at traveldesk@travelweekly.com.au
cassie hayes john boulding safety travel agentLatest News
Aurora Expeditions announces savings for solo travellers
Aurora Expeditions has today announced savings for solo travellers thinking of going north for the summer. Adventurous solo travellers can take advantage of no solo supplements, enjoying a guaranteed private cabin on select departures during Aurora’s Arctic 2024 season with plenty of options available on unforgettable voyages visiting Greenland, Svalbard, Northwest Passage, Iceland and more. […]
Etihad and Tourism officials launch free Abu Dhabi Stopover
Etihad Airways and the UAE’s Department of Culture and Tourism – Abu Dhabi have announced the launch of Abu Dhabi Stopover which invites guests flying through to turn their stopover into a free hotel stay and holiday. The Abu Dhabi Stopover, exclusive to Etihad Airways, will enable passengers to enjoy a convenient free stay in […]
New MSC Australia boss talks hot topics for local cruisers, including the Caribbean
New MSC Australia boss, Antonio Paradiso, spills the Caribbeans on where he expects Aussie cruisers will go next.
Contiki’s latest campaign inspires travellers to engage with the world around them
Hands off! Influencers invited on holiday and told not to post anything. We can assure you they're back at it now.
Aussies a hit on the conference floor for IPW 2024
Diana Ross on opening night, Keanu's Dogstar band and a dozen lobster rolls. All in a week's work at IPW 2024.
Disney excited about prospects of cruise business as Disney Treasure nears completion
Disney's booming cruising business is set to knock Disneyland experiences out of the park.
Scoot’s first E190-E2 flights take off between Krabi and Hat Yai
When flying's a pitch. Airline lite Scoot offers a standard seat pitch of 29” on its new 112-seater.
Premium hotel operator ERDI launches it’s own academy in heart of Melbourne
ERDI expects to be shaken not stirred with the launch of its ERDI Academy in its Melbourne hotels.
Tropical North Queensland action-packed events calendar for adventure enthusiasts
Sporting enthusiasts and adventure seekers are gearing up for an action-packed year in Tropical North Queensland, with a lineup of sports events and adrenaline-pumping experiences set to take centre stage in 2024. Leading the charge is the highly-anticipated return of the Crankworx World Tour ‘Paradise Edition’ to Cairns from 22-26 May 2024. The mountain biking […]
Singapore Airlines Group first to receive SAF from Neste as AU/NZ play catchup
Singapore leaving many in their green dust. Here in Australia, we're hoping for a tortoise and the hare type outcome
Qantas Red Tail sale discounts more than 200,000 fares
Qantas marketers forever thankful to the team who chose the red and white colours. How else would they name a sale!
Bannisters by the Sea unveils retreat style package for new mothers
Three hours in the car with a newborn from Sydney might be tough, but trust us, it'll be worth it when you arrive.
Nothing Bonza can do to prevent loss of planes, ACCC concerned by latest aviation developments
Going, going, gone. It seems...
APT offers destination incentives to enjoy the Best of Asia
Whether its a cocktail by the beach or a hike through the mountains, APT has you covered. You'll find us at the beach!
Disney Days returns with Inside Out 2 showing in Sydney, Brisbane, Melbourne and Auckland
Time is running out for agents to register their Expression of Interest to an exclusive screening of the much-anticipated Disney and Pixar film, Inside Out 2, hosted by Disney Destinations Australia/New Zealand team and partner United Airlines. Places are limited and applications must be in by 17 May. In addition to the screening of the […]
Get ready to roll the marketing dice with Susan Coghill: Travel DAZE EXEC 2024
It's heating up in Cairns and we're not talking about the weather! Get ready for a marketing masterclass with Susan.
Aranui Cruises slashes prices with No Single Supplement and Half Price offers
French Polynesian cargo cruise line Aranui Cruises is slashing thousands off its 2025 Austral and Marquesas Islands cruises with an autumn sale offering 50 per cent off the second guest in a twin share room and no single supplement for solo travellers. On sale until June 21, 2024, Aranui’s 12-day roundtrip voyage from Papeete to […]
Cebu Pacific campaign aims to boost Aussie trips to the Philippines
Cebu Pacific's bouncy singalong ad campaign 'Fly to Happy, Fly to the Philippines’ aims to get more bums on seats.
Tauck’s new river and small ship ocean cruises, plus increased Seine capacity
Tauck adding itineraries like it's going out of fashion, which cruising certainly isn't.
Railbookers and La Dolce Vita Orient Express partner up for new luxury Italian itineraries
Fancy a luxurious trip through Italy? Who are we kidding, we know you do. Start your daydream here.
Luxury Travel Collection’s Nikki Glading spills all on member network perks: Travel Weekly TV
We urge you to enjoy this in true LTC style and lift a glass of bubbles with lunch today.
Auckland’s new domestic terminal comes with all the modern gadgets
We're not talking about drones or VR goggles, but these updates will change the game in Auckland.
Air New Zealand crew sign up for Sign Language Week
Have you signed up for Sign Language Week? Let this be your sign to do so!
Holland America Line gives one lucky winner the Ultimate Alaskan Cruise Experience
There's only one winner, so it's sort of like the Hunger Games of cruise prizes... but no one gets hurt.
TAG’s Byron Carr excited about K-Pop induced Asia expansion
Carr to go all Gangnam Style with TAG's Asian expansion
CATO celebrates 25 years with anniversary dinner
CATO's putting on a fancy spread to celebrate 25 years as other 25 year olds celebrate their HECS debt being cut.
Fiji Tourism Exchange 2024 opens with a vibrant ceremony at Sofitel Fiji Resort, Denarau
Two days in Fiji! If you didn't attend this conference we're sure you've got FOMO.
Raes on Wategos celebrates 30th birthday and guests get the presents
World famous luxury boutique hotel Raes on Wategos, in Byron Bay, has launched its 30th birthday celebrations with a Raes Indulgent Escape package. Available for all stays of two nights or more, from June to August, the curated package offers an invitation to indulge in a shared celebration of Raes 30th birthday, whilst revelling in […]
Seabourn’s two new value-add offers for 2024-25
Seabourn's doing a two for one deal. Kind of like a fast-food promo but its luxury cruising.
PONANT commercial team expands to meet growing demand in APAC
Can't remember that Ponant contact you met at a networking event? Good chance they're included in this update.
Gen Z and millennials on track for rise in Europe rail trips, says TruTravels
Despite what you think, Gen Z and Millennials are not 'off the rails', but instead want a fast track to Europe.
$230m joint Novotel & ibis Styles Melbourne Airport hotel prepares to open
Dear all business travellers, you're Melbourne experience just got a whole lot better.
Envoyage premieres Worldwide 2024 in Santiago
There has been a warm reception for 300 attendees at Envoyage's gabfest in Santiago, Chile.
Disney Destinations launches epic Aussie agent incentive
Everyone needs a bit of Disney in their life (apparently) and agents can get their next dose for free here.
IPW 2024: 960,000 Aussies took the trek to the Land of the Free last year
Nearly 6,000 travel industry reps descend on LA. Thankfully for all of their bosses, it's not in Vegas.
Nauru Airlines offers new direct flights from Brisbane to Palau on ‘Paradise Express’
No more island hopping to Palau as Nauru Airlines hits this boundary six.