Margaret and Pat’s Excellent Adventure

The beginning of September found Margaret Bailey and Pat Michaud undertaking fieldwork for a client in the Pacific Northwest. The work trip provided CHMGS a first-hand view of traveling in the age of COVID. We thought we would share some perspectives from our journey. We compared our travel sentiment to that of a sample set of travelers as measured by Destination Analysts in their September 14th Traveler Survey.

What was flying like?  

Flying in the age of COVID had some ups and downs (pun intended).

Pat flew cross-country on United Airlines, one of the airlines that has opted to continue filling planes to capacity compared to some rivals that are holding middle seats open. (For a full list of airline polices, check out this CNBC Summary.) Of course, there is a requirement to wear a mask for the duration of any flight. So, in addition to the potential claustrophobia from a completely full flight, the addition of the mask only made that feeling worse. There was a general feeling that most travelers were very on edge by the end of the flight.

Another thing Pat noticed about the flight was the in-flight service. United has updated its procedure and is now offering beverage service and passing out snack bags filled with the typical pretzel pack, a cookie, and a small water bottle. Unfortunately, the flight attendants did not stagger the service and so the entire plane was removing their masks to enjoy a snack at the same time. It is clear United may have overlooked this safety risk. Better guidance for the airline industry could have caught this mistake and solved it.

Airlines have also modified their boarding and de-boarding procedure. Planes are boarded back to front, regardless of class of service or loyalty status. As for de-boarding, the captain instructed passengers to remain seated until the flight attendant dismissed passengers by section. Passengers largely ignored this instruction, and most regressed to the typical habit of standing up far in advance of de-boarding instructions.

• Destination Analysts identified that 53 percent of travelers experienced COVID-19 concerns onboard airlines during the Summer of 2020.

What type of accommodations did you stay in and how did they manage COVID?

Margaret and Pat stayed in an array of accommodations. Margaret spent some time camping in an Escape Camper Van at two state park sites and one KOA Campground. Pat got to try out a KOA camper cabin. Both Margaret and Pat glamped in canvas tents hosted by an AirBNB, experienced historic lodge rooms at an Aramark Concession, and spent some nights in traditional hotel rooms at Marriott properties.

The camping and glamping were the lowest stress, since all the variables could be controlled. Restrooms at all campgrounds reminded guests to follow CDC guidelines, but none had enhanced restroom cleaning protocols. Most visitors at the campgrounds did not wear masks except within restrooms or in other public areas. Lodge and hotel accommodations were where Pat and Margaret experienced masked staff and guests. Indoor spaces (e.g., elevators, hallways and gathering areas) all had limited capacities and signage was evident. All food service was altered, focused on take out, and featured outdoor dining areas. Hotels offered only prepackaged continental breakfasts. 

• Destination Analysts identified that 28 percent of travelers experienced COVID-19 concerns at a lodging property during the Summer of 2020.

What was most surprising to you about the experience?  

Both Pat and Margaret were pleasantly surprised by how well most people adhered to the updated COVID policies without complaint, including mask usage. They both think that people are showing that they are willing to adhere to the guidelines provided to get out and enjoy themselves.

Has this business trip impacted the way you think about personal travel?

Both Margaret and Pat indicated that this experience increased their general comfort with air travel while providing them strategies to mitigate risk. Both said they will be planning smarter trips (i.e. only traveling to states deemed safe to travel to and staying in accommodations that present a higher degree of perceived safety). Focusing on trips where much time can be spent outdoors will remain a high priority.

• Destination Analysts identified that 47 percent of traveler’s summer trips inspired confidence in taking a future trip.

Travel is far from normal, but figuring out strategies to accomplish your personal or professional travel needs can occur.

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