Hard times ahead for independent retailers

Hard times ahead for independent retailers

ONE OF our readers, Martin Ison of Wide Horizons Travel in Warwickshire, tells a story which will evoke sympathy from agents throughout the UK.

The manager of his agency, who has 26 years experience in the travel industry, put together a complicated itinerary to Hawaii.

An hour’s work included finding out information on resorts and hotels, flights, luggage allowance, passports, vaccinations, visas, foreign currency, traveller’s cheques and the use of credit cards in the US.

The clients openly said they had been recommended Martin’s agency for its knowledge, honesty and expertise and confirmed they were greatly impressed.

The next day, the agency received the following letter from the client:”Thank you for all your help in this matter but we have managed to get the same deal using our Mastercard with Lloyds and getting a £300 discount.”

The customer went on to say she would certainly be getting in touch for information on other destinations!

As Martin points out, part of the problem is that the public don’t realise that agents only get paid when they take the booking.

If it’s any comfort, this happens in otherindustries.

An independent televisionretailer in Martin’s town said that his clients buy televisions at big stores for £50 less than he can offer, but then go and ask him for help in programming them.

Martin may be putting forward a good case for service fees but he doesn’t believe that’s the solution.

“Ijust don’t think people will pay them and even if you tell them that they will only have to pay if they don’t make a booking, it will be like getting blood out of a stone,” he said.

Martin believes independents have a future but it won’t be easy.

“We’ll just have to work harder and offer an even better service,” he said.