According to chief executive Steve Heapy, the number of online transactions across the economy has remained high, even after a mild reduction once town centres reopened following periods of lockdown.
"High streets were closed for a long time and people moved to online [shopping]," Heapy told delegates on day two of the Hays Travel Independence Group Conference on Sunday (27 March).
"There has been a seismic shift away from the high street, and this is something we have raised with the government. They need to reinvigorate town centres because communities, particularly smaller towns, are suffering very, very badly. The government is not helping at all so we will continue to lobby for that."
Heapy further slammed local planning authorities for causing the decline, by approving planning applications for larger shops and retail parks away from town centres, increasing business rates and introducing "extortionate" parking charges.
He urged local authorities to instead "breathe life" into the high street to make them the "hub" of the local community.
"Rates are higher than ever, rents are high, car parking charges are high; it’s pretty bad," he continued. "And I think it’s going to be hard to reinvigorate the high street under the present model."
Meanwhile, he praised agents for adapting their business models during the pandemic by not relying on high street stores, but by improving social media output and working from home to "keep your businesses and the industry going".
"You were versatile and you’ve changed your model and kept going, and I thank you for that," he continued.
"There is a huge amount of pent-up demand, people want to get away and get their piece of sunshine. There is a huge opportunity to stand out, by a mile, if you treat your customers right."
Heapy further braced the industry for a "higher level" of complaints this summer and heading into 2023 as more people look to travel abroad, but airports and other travel companies remain short-staffed due to the pandemic.
"We need to keep on top of it," he added. "It’s going to be a tough summer. But those who get through it and provide great customer service, it will be a very successful summer. The market is roaring back to where it was, but there are a few challenges ahead."
