| Journal: TWUK | Section: |
| Title: | Issue Date: 07/08/00 |
| Author: | Page Number: 43 |
| Copyright: Other |
Association of train operating companies questionnaire
Survey shows agents’ lack of knowledge on train options
A national questionnaire has highlighted the lack of awareness among travel agents of UK rail options.The survey by the Association of Train Operating Companies found that 200 agencies out of 1,500 did not meet its membership requirements, which states that at least two agents should hold its Quality of Service certificate.
The penalty for failing to meet the requirements could result in less commission for the agent or ultimately the branch losing its issuing licence.
ATOC distribution and standards manager Steve Fosh said the results varied between outlets as some agencies have specialist rail departments. He did admit he would like to see more agents taking the day-long course to gain the Quality of Service certificate. ATOC is also offering a two-day ELGARdistribution system Quality of Service training course, which it hopes will further raise awareness among agents.
Business travel specialist Ayscough Travel has recently launched a Regional Rail Unit in response to clients’ needs for a dedicated rail travel service.
The unit is staffed by three consultants who will undergo the British Rail Certificate for Excellence in order to deal with both domestic and continental rail services. Director of sales Carol Bayntun said that business travellers needed the expertise because of the complex networks, booking methods and fare structures in place following privatisation.
Rail Europe sales director David Johnston believes that awareness can be increased through training. But he added: “We carried out a recent survey of 1,200 agents and were pleasantly surprised at the results.”
factfile
training options
n Quality of Service Certificate courses run for two days and cost £263.20 for manual ticketing and £339.58 for automated.
n ATOC’s ELGAR training course costs £289 + VAT, but agents who already have a working knowledge of the system will be able to attend the assessments for £79 + VAT.
n Agents wishing to contact ATOC for training purposes should call 020 7904 3030.