| Journal: TWUK | Section: |
| Title: | Issue Date: 03/07/00 |
| Author: | Page Number: 5 |
| Copyright: Other |
Public confused about what ABTArepresents
Paul Norris tests the opinions of the general public
many members of the public are confused about what ABTAstands for despite the association claiming it performs a valuable service to holidaymakers.The general view of the public that took part in a poll conducted by Travel Weekly was that people had heard of ABTA but very few had any idea what the association does, why it is important to their holidays or even what it stands for.
Marketing manager Richard Howarth, 35, from Manchester, was typical of the people we spoke to.
“I think ABTA is a regulator, an ombudsman for the travel industry. But I didn’t know it offers protection,” he said.
His comments were echoed by those of 28-year-old public relations executive Mia Cole from London.
“I have no knowledge of ABTA. I am not sure what it does,” she said.
Many members of the public were not even aware that some agents do not belong to ABTA. An ever higher proportion failed to check if their agent was an ABTA member.
The fact that most holidaymakers take out personal travel insurance seemed to be enough protection for those we interviewed, thereby rendering ABTA’s protection irrelevant to many.
Shop worker Des Bond, 31, from London, said: “I am not aware ABTA offers protection. If I take out insurance that should be enough.”
Within the industry, the association is well known and seen as highly important, but travel firms are under an illusion the public knows about ABTA as much as they do.
A Lunn Poly spokeswoman said: “ABTAhas a strong heritage and is recognised by the public. Every consumer programme refers people to it, and that makes it good news from our point of view.”
Thomas Cook commercial director Mike Beaumont, an ABTAboard director, added: “The secretarial and legal services are excellent. Also, research shows that people feel their money is protected with ABTA.”
Airtours sales, marketing and development director Ed Sims believes that in terms of relations to the public, ABTAhas been something of an “unbroken success story”.
“ABTA has astonishingly high visibility with the public,” he said.
Financial failures in ABTA’s history
1964 ABTAstepped in to protect the industry’s reputation after the failure of non-ABTA operator Fiesta Tours.
1974 Court Line failed – covered by the Civil Aviation Authority.
1982 The collapse of Laker – covered by the CAA.
1990 Neilson Travel failed – covered by the CAA.
1990 Exchange Travel with 129 outlets was ABTA’s biggest payout when it failed.
1991 Sun Living, a school tour operator using surface transport, collapses.
1991 Failure of International Leisure Group – covered by the CAA.
“I would rely on a travel agent to tell me what insurance I should have. I have heard of ABTA but I don’t know what it does.”
Juliet Selman,
27, hairdresser
“In my experience ABTA is always on the side of the tour operators if you have aproblem. But I always make sure a travel agent is with ABTA.”Cybil Tuckerpensioner
“In my experience ABTA is always on the side of the tour operators if you have aproblem. But I always make sure a travel agent is with ABTA.”Cybil Tucker
pensioner
“I am not aware that ABTA offers protection, it is not something I thought it did. But Ido look out for it in an agency.”
Mark Goucher, 35,
producer
“I know you should book holidays through an ABTA agent. I think it guarantees protection if something goes wrong with your holiday.”
Catherine Crowley, 31,
sales manager
“ABTA gives a bit of insurance when you book a holiday. I think it regulates travel companies and I would not book a holiday with a travel agent which was not in ABTA.”
Michelle Benoit, 24,
sales consultant
“I do not know what ABTA is. I thought you get cover from your travel insurance.”
Paul Spillet, 44,
BT manager
“ABTA is a very well known name. It gives you protection, you can get refunds from it and ABTAis something I always check before booking a holiday.”
Damien Crylly, 37,
policeman
“ABTA governs travel agents. I know that it protects your money.”
Wendy Perez, 24,
personal assistant
A glimpse into yesteryear’s ABTA
In the old days: in 1956 ABTA held its Gala Dinner in Edinburgh
1986: council members sing the national anthem at the convention
1986: council members sing the national anthem at the conventionJubilee: Princess Margaret attends the 25th anniversary ball