Why don’t operators ever support agents?

Why don’t operators ever support agents?

We have all read letters from large tour operators that use words and phrases such as ‘partnership’, ‘our mutual clients’ and of course ‘we are grateful for your support.’

This is all twoddle! Let me give you some examples of the tour operators ‘working together’ and ensuring a ‘partnership’ with agents.

The 0870 telephone numbers. Are tour operators really making additional funds from retail agents?

Last week a booking made with a leading ferry operator required a refund due to an amendment to the booking. We telephoned the operator to chase the refund to be told we had to apply for it in writing. This is an example of the operator’s arrogance.

The third example involves a reservation made with an accommodation-only supplier. The booking was made, the invoice issued confirming the correct type of property and the balance was paid when it was due. Two weeks before departure, we realised the accommodation to be provided was not that on the invoice. The supplier investigated and assured us that the accommodation to be supplied was as per the invoice. On arrival, totally inappropriate accommodation was provided. It has taken 12 months and a County Court Order to settle this matter.

The travel industry, it’sco-operates and the other people who contribute to policy making, customer care and agent support really need to review their stance.

Ron Hughes

Cape Verde and Eastgate Travel

Hornsea

East Yorkshire