Three weeks ago this agent started charging his clients a fee. So far he hasn’t lost a single customer

Three weeks ago this agent started charging his clients a fee. So far he hasn’t lost a single customer

Fees can work

Three weeks ago this agent started charging his clients a fee. So far he hasn’t lost a single customer

Report by STEVE JONES

Pay-up time: Doran claims he hasn’t lost any business as a result of introducing a £25 hourly fee

CAMPAIGN for Real Travel Agents chairman Edwin Doran has claimed his controversial plan to charge an hourly fee has received the backing of every one of his customers.

And other CARTA members are opting to follow Doran’s radical move.

Doran introduced the £25 hourly rate at the beginning of this month for customers who seek advice on travel itineraries but do not go on to make a booking with the agency.

He said it would deter time-wasters from his shop, Edwin Doran’s Travel World in Twickenham, southwest London.

So far, all customers have agreed to the policy and only two failed to make a booking. They both paid the £25 fee without complaint.

“There has been 100% acceptance to what we are doing,” said Doran. “I can honestly say that every customer who has come into the shop has had the policy explained to them and not one of them has walked out. We haven’t lost anybusiness.

“People are aware they are getting a high level of service and are prepared to pay for it.”

However, Doran added that he won’t be extending the charge yet to those who do book. “I think customers would regard that as greedy if we have already made good commission on their booking,” he said.

Wetherby-based Spa Travel has also started charging a flat £25 consultation fee which is refundable if the customer makes a booking.

Manager Paul Dayson said: “Customers understand exactly what we are doing. We waste 25% of our time working out detailed itineraries for people who then say they’re not interested. The plan is in its infancy but no-one has refused so far.”

But while the policy is expected to be adopted by retailers specialising in niche markets, agents booking mass-market holidays are not expected to follow suit.

They claim customers will not tolerate paying a service fee for a product that is quick and easy to book.