TRAVEL AGENTS’ HEALTH AND SAFETY ADVICE: “Current Issues”

Travel agents are the expert travel source’ and this includes being the “central source of
information” on tourist health and safety issues. Expectedly, they shall provide appropriate health and
safety advice comes not only from their clients, but also from international health and medical
organizations.
They are not doctors (Ivatts et al., 1999), nor do they have the time to become knowledgeable
regarding medical service (Schiff and Binder, 1997). Travel agents are also conscious of the business
implications of creating a negative impression of health risks associated with certain destinations
(Stears, 1996). Even though many agents may still be reluctant to get involved in travel health and
safety advice, the travel industry acknowledges that this is a topic that must be addressed (Foster,
2001).

PROVION OF ADVICE
Travel agents are often consulted about health and safety issues, though the promotion of clients
seeking and/or receiving advice considerably, and as do the standards and safety advice many travel
agents are providing.

Table 1 reveals that travel agents provide health and safety information inconsistently, and
the quality and accuracy of that advice is variable.

YEAR AUTHORS OR STUDY DETAILS FINDINGS OF THE STUDY

CONTRIBUTORS
1988 Grayson and McNell Survey of 500 Austrian travelers to 87% of travelers received health advice
Bali from either their family doctor (75%, travel
agent as sole source (12%) or both (59%).
The advice given about immunizations and
malarial prophylaxis frequently differed
from recommendations set by the
government and WHO, with travelers
being immunized unnecessarily and
inappropriate medications recommended.
1996 Grabowski and Bherens Covert survey of 202 travel agents in A scenario of travel from the United
the United Kingdom Kingdom to Kenya or India was staged. No
health warnings of any kind were given by
61% of travel agents. After prompting, 71%
gave general health advice, 63%
mentioned malaria risk, and 60% gave
advice to see a GP. Almost 10% did not
mention health measures of any kind. The
study reveals that travel agents provide
health advice inconsistently and mention
health advice iconsistently and mention
health risks only when prompted.
1997 Lawton and Page Postal survey of 314 travel agents in 60% of travel agents consider GP’s to be
New Zealand for outbound travel to the most appropriate source of health and
Pacific Island destination safety information, while 16% believe
travel agents fi this role. 9% regard travel
agents as inappropriate source. In terms of
travel agents frequency of issuing health
and safety advice: less than 20% always do
so; 44% always or nearly always; 34%
sometimes; and one fifth very rarely or
never give advice. Around 66% always or
nearly always advised travelers about
vaccinations, with 63% always or nearly
always recommending to ensure that food
and water is clean. The study concluded
that travelers are not well served by travel
agents regarding health issues.
1999 Ivatts et al. Survey of 145 travel agencies in 56% of travel agencies give broad health
Western Australia. and safety guidelines and recommend
their clients consult a medical practitioner.

2000 Harris and Welsby Covert survey 80 travel agents and
retrospective postal survey of
travelers attending a travel clinic
2000 Lawlor et al. Convert survey of 5 travel agents in
the united kingdom for 3 scenarios-
total of 15 incidents
While 56% agree that travel agencies
should provide health information, the
same proportion argue that it is not readily
accessible. The most commonly used
source is specialized travel medicine clinics
(54%). 52% of travel agencies would like to
be more involved in providing health
information to their clients.
A scenario of travel from the United
Kingdom to Kenya was staged. Only 25% of
travel agents gave correct advice for
vaccinations and medications, with over
half advising more vaccinations than
required. 31% provided additional health
advice or leaflets. Of the travelers
attending a travel clinic, no less than 75%
had been incorrectly advised by their travel
agent about vaccinations required. The
study concludes that travel agents have an
implicit responsibility to issue travel advice
and are failing to do so.
Three scenarios of travel to turkey, Kenya
and Amsterdam were staged. Only one
interaction of the 15 provided unprompted
health and safety advice from the travel
agent. When prompted, instead of
referring clients to their GP’s for
immunization advice, some provided
inaccurate advice. Travel agent did not
provide advice concerning food, drink, sun
exposure and safe sex

SOURCES OF INFORMATION
Health advices currently available from various groups. (Legatt, 2000) notes that health advice is
currently available from various groups within the travel industry, and from health professionals in
travel clinics, hospitals, public health units, general practices or other centres. Travel health
information can be accessed by telephone or through the internet.
The advice and warnings provided on the site cover a range of current health and safety issues,
including civil unrest, crime, infectious diseases, seismic activity and weather patterns. This sites, and
similar services provided by other governments, is free to access.
While (Legget 2000) concludes that travel agents and various travel industry publications will remain
a central source of health information for travelers, current research shows that large proportion of
travelers will not seek out health and safety information for themselves. (Peach and Bath 1998). It
therefore becomes the responsibility of the travel agent to ensure that health and safety issues are
addressed with the client.
The directive prescribes a list of items that must be included in tour brochures and other written
information. Brochures must indicate, country by country, for which diseases it is recommended or
compulsory to have a vaccination, and where travelers should take preventive medicine.
Under the directive, the travel organizer and/or the retailer (eg. Travel agent) are liable to the
consumer for the proper performance of their obligations. So, if a traveler suffers damage (eg. A
disease) due to insufficient or incorrect written information, the travel organizer and/or retailer will
be liable.
(Cordato 1999:218) recommends, “On any but the most mundane journeys or tours a travel medicine
consultation should be recommended to the consumer”. Agents should highlight the medical, hospital
and repatriation components in travel insurance.
Travel agents clearly have a legal ‘duty of care’ to their clients, and as such are expected to
advise them fully and accurately about health risks and preventative measures, including suitable
insurance policies. For most destinations in the Asia pacific region this means insisting that visitors
carry travel health insurance and have a pre-travel consultation with medical practitioner (Wilks,
2001) Travel agents provide this assistance,
The prevention of unsafe sexual practices among travelers to some Asian destinations is also
a priority. While personal health issues such as sexual behavior and sun protection, and personal
safety issues such as road and water safety are very important in Asia Pacific destinations.

CONTINUING EDUCATION AND TRAINING

There is clearly a gap between the expectations of client, industry group and government
agencies as to the health and safety advice travel agents should provide, and agents’ willingness and
ability to provide such advice. Staff training in pre-travel health advice needs to be an ongoing
consideration in all travel agencies. The importance of accurate and up-to-date pre-travel advice
becomes more obvious. Travel agents probably need training in providing health advice in such a way
that it does not scare off potential travelers. Continuing education, comprehensive travel health and
safety advice includes aspects of health, law, education and business. (Rutledge et al., 2000) Agents
have an opportunity to make health and safety advice a positive contributor to their business.
 Travel agents should have at least one source of up-to-date health information
available to them, and supplement this with regular checks on government travel
advisories;
 Regular training must be available for staff so that they can identify high-risk travelers
and high-risk destinations, as well as developing a reasonable knowledge of travel-
related health and safety hazards;
 Finally, travel agents need to develop and follow set protocols when giving advice to
clients.

GENERALIZATION
Travel agents have both a practical and legal responsibility to ensure travelers take suitable
precautions when traveling overseas. Travel agents need the support of their own governments, the
wider travel industry and the destination to which clients are travelling. Travel agents provide health
information inconsistently, and the quality and accuracy of that device is variable. Continuing
education and in-service training are needed to meet agents’ legal responsibilities, and to add value
in this area of customer service. Universities should offer to play a role in this educational process.