| Journal: TWUK | Section: |
| Title: | Issue Date: 24/07/00 |
| Author: | Page Number: 1 |
| Copyright: Other |
Going backwards
Thomson accused of ‘old arrogance’ after dumping preferred agents and snubbing independents over direct phone numbers
Report by STEVE JONES
THOMSON has been accused of returning to its arrogant past as it prepares to axe retailers from its Preferred Agent scheme and continue its drive for direct bookings.Thomson sales director Manuel Mascarenhas admitted agents who have underperformed will be dumped from the preferred scheme but declined to reveal numbers.
“The concept is still relevant but some participants have not delivered,” he said. “A year ago we altered the scheme after agents told us they did not have the tools to make it work. We gave them the tools and you would expect them to deliver. They haven’t.”
He said those to be axed – a mixture of independents and multiples – will be told next month at the end of a review.
Thomson’s decision to retain direct numbers in its second-edition brochures – on sale this week – ended months of negotiation with agents who insist they will lose bookings.
Agents reacted with anger to the moves, claiming the operator was reverting to the Thomson of old despite chief executive Charles Gurassa’s pledge to stamp out arrogance.
Scottish Passenger Agents’ Association president Val Foylan said: “Thomson has paid lip service to agents but when it comes to the crunch it still takes an anti-agent stance.
“I won’t be racking the 2001 brochures and I doubt many members of the SPAA will.”
Advantage Travel Centres sales and marketing director Colin O’Neill predicted many of his members would also choose not to push Thomson.
“It is very disappointing,” he said. “It is an emotive subject and I expect some to derack the brochures.”
ARTAC also hit out with managing director Julian Foster saying agents may ditch Thomson as a preferred supplier.
“You cannot say to travel agents you wish to be partners while all the time taking business,” he said.
Let’s Go Travel managing director Simon Maunder said it will omit Thomson from tactical offers despite being a Preferred Agent.
Mascarenhas said Thomson had made concessions by removing direct numbers from price panels and putting them at the bottom of pages.
“I am not trying to kid anyone – we are looking for more direct business,” said Mascarenhas.
“But we are not anti-agent. We want to work with those who are prepared to work with us.”
Meanwhile, consortia are planning to get together to urge operators to drop direct numbers from brochures.
Hard line: Mascarenhas is ditching preferred agents that haven’t delivered sales. He has also failed to appease independents by removing direct numbers from price panels in brochures