Real complaints are marred by whingers

Real complaints are marred by whingers

As one who earns a living helping the trade deal with complaints and claims from disgruntled holidaymakers, the apparent increase in complaints that has provoked Richard Carrick’s comments should be of some comfort (Travel Weekly October 9).

But business instinct does not ease my concern at the way some complainants have developed an ability to “play the system”. These “savvy consumers”, as ABTA chief executive Ian Reynolds calls them, are here to stay whether we like it or not.

The industry should not allow these consumers to affect its approach to complaint management, which should be to make every attempt to resolve complaints as quickly as possible, admitting fault where necessary and offering realistic compensation.

It is important we are seen to be doing this.

In a couple of recent cases highlighted by Watchdog, the companies involved made attempts to resolve complaints, but very little credit was given to those companies.

Companies that wish to reduce their compensation outlay should:

Ñ Invest in complaint resolution services in resort;

Ñ Ensure they get accurate and meaningful reports through resort staff.

Ñ Improve their ability to investigate post-holiday complaints (this will mean increasing staff and overheads).

Ñ Not be frightened to reply to complaints in a polite but business-like fashion rather than generating streams of meaningless platitudes that often do nothing to address the substance of the complaint.

There will always be customers who are sufficiently skilled in making ‘dodgy’ claims. It is also likely that, as time goes by, more will treat their annual holiday complaint in much the same way that many have treated travel insurance claims in the past.

But we must also remember that most customers enjoy their holidays immensely and would not even think about complaining upon their return.

The savvy consumers are increasing in number and are becoming more of an irritant, but we must resist the temptation to use a sledgehammer to crack a nut.

John Padden

Consensus Service Management

Croydon