COVID-19's effect on Spanish retail travel agency management. The case of A Coruña

[Abstract] The purpose of this study is to examine the effects and changes brought about by COVID-19 on retail travel agencies in A Coruña (Spain). The study aims to investigate the impact of past health crises and the actions taken by retail agencies in response. Additionally, the study aims to identify the opportunities and challenges faced by these agencies in the current context. To achieve these objectives, a qualitative methodology was developed to collect and analyse primary data, which was supplemented by secondary sources. In-depth semi-structured interviews were conducted with relevant travel agency professionals. The results of the study highlight the impact of COVID-19 on the retail travel industry in A Coruña. The study found that no other pandemic has required retail agencies to adapt their working style to the limitations and measures set by governments. Teleworking has become crucial to their ability to continue operating. The study also found that COVID-19 has introduced opportunities and challenges, including the use of personalized attention as a strategy to gain a competitive advantage and the provision of security assurance in an environment of uncertainty and risk. In conclusion, this study provides insights into the impact of COVID-19 on the retail travel industry in A Coruña. The study highlights the need for retail agencies to adapt to changing circumstances and the opportunities and challenges that arise as a result. The findings of this study can be used to inform future research and policy decisions in the retail travel industry.