MISSISSAUGA — TravelBrands President and CEO Frank DeMarinis has launched a new YouTube series to connect with agents during the COVID-19 outbreak.

In his first video, DeMarinis empathizes with agents, saying TravelBrands could have done more to serve its community of travel professionals.

“At TravelBrands we have not made your job easy in the last several weeks,” he admits in the first installment of his video series. “With our call volumes in the call centre exceeding our daily limits during these times…I do apologize for what you’ve experienced in the call centre.”

DeMarinis says he’s taken immediate steps to remedy the situation, updating processes and adding additional technology to assist agents.

“Please know we have all hands on deck in the call centre to deal with your requests,” he explains. “Your requirements are our only priority. We have created a page on the Access platform with the most up to date information. I urge you to visit Access to see the most recent supplier policies and updates.”

DeMarinis says his ultimate goal is to reduce anxiety and stress levels by offering much-needed support to agents. He explains that his team is working diligently to issue future travel vouchers and gives kudos to travel professionals for their dedication.

“You have continued to give a 110%, working long days, especially in the past weeks and supporting your clients giving them the critical valuable information with flight options to try and bring every Canadian back home,” he says. “I am so proud of each and every one of you for your hard work and the dedication you have given not only to your clients but also to your retail agency owners.

“Under these horrendous circumstances, dealing with the mass amounts of cancellations, rebookings,  and issuing future travel vouchers you have stood tall in the front line dealing with the utmost respect for all your clients.”