TV docu-soaps blamed for rise in resort rage

TV docu-soaps blamed for rise in resort rage

Operators voice concern over increase in attacks on reps

Report by LISA JAMES andSTEVE JONES

OPERATORS have seen an increase in verbal and physical attacks on staff in resort this summer and are blaming it on fly-on-the-wall television documentaries about UKholidaymakers.

Some operators want the same powers as airlines to deal with the problem and are considering introducing warnings at the back of their brochures.

Style Holidays overseas operations manager Clive Jewell said:”My staff have noticed an increase in bad behaviour. People are going mad, using foul language and flying into a rage. It is worrying me enough to consider putting something in the brochure warning people against intimidation of staff.

“We would simply say the company has a legal and moral responsibility to protect employees and any abuse of staff will lead to withdrawal of representative services.

“It is under serious consideration now because we are coming up towards printing the second-edition brochure. The airlines have a fairly strict policy that if people misbehave on board, then they are likely to be arrested,” he said.

First Choice Mediterranean operations manager Steve Barker said:”Verbal and physical violence is on the increase and it is fuelled partly by television programmes that send out the message that the louder you scream, the more you will get.”

He said recent examples include a female rep punched so hard in the face, her front teeth were knocked out.

He said:”Unlike airlines, we do not have very much power. In resort, it’s up to the police whether they take action.”

Cosmos service delivery director Andy Claridge said: “People are being encouraged to complain. It is on the Cosmos agenda. We will consider action such as putting a warning in our terms and conditions.”

Federation of Tour Operators secretary-general Alan Flook said:”I am aware of the problems. If the situation is formally raised we will certainly look at what can be done.”

Weekend Watchdog editor Mark Killick rejected claims that the BBCprogramme promotes a complaint culture.

“We don’t condone any abuse towards staff. But the bottom line is that the industry raises expectations and then fails to deliver,” he said.

Docu-soap Holiday Hotel also denied its programme was to blame. Executive producer John Farren said: “I don’t think any programme that reveals how hard reps work and the behaviour they put up with can be seen as promoting attacks.”

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Seeing red: one female rep was punched so hard in the face by an angry holidaymaker that her front teeth were knocked out