Palma makes a ham of it as flight delays spiral into fight for food

Palma makes a ham of it as flight delays spiral into fight for food

Keeping customers happy proves to be an uphill struggle for reps when an airport power cut has all the ingredients for disaster

Getting some answers

It is ironic that, at the time our disabled athletes were winning hearts and gold medals at Sydney’s Paralympic Games, the travel industry should come under public scrutiny for its humiliating treatment of disabled travellers, witnessed by Bert Massie – chairman of the Disabled Rights Committee no less – who was turned off a Scotway flight because he couldn’t board the aircraft without assistance.

The plight of the travelling disabled continues to perplex and challenge the industry. There is no legislation currently governing airlines in their transactions with disabled clients, which leaves the agent in a no-win situation.

I recently booked a wheelchair-bound client on a Brittania flight to Malaga. Her wheelchair is of the fold-up type and she wanted to know if her wheelchair would be stowed in the hold, would she be obliged to use the airline’s wheelchair?

I rang Thomson’s special needs department and spoke to Carmel, who asked me if my client could make her own way to the on-board toilet as Brittania will not accept unaccompanied disabled passengers who fail this criterion.

My reply was that it was a bit late in the day to establish that as the booking had just been made definite. Carmel kindly rang the airline, who confirmed that they do not carry unaccompanied disabled passengers if they need assistance to get to the toilet etc. Fortunately my client was able to fend for herself in this respect but in asking what had appeared to be a simple question, I had happened upon Brittania’s code regarding disabled clients.

The question for me was: how are we, as agents, able to identify which of the airlines are wheelchair-disabled friendly?

My attempts to find out how the industry deals with the disabled question were frustrated by a fog of bureaucracy until Icontacted Keith Richards, ABTA’s head of consumer affairs.

Keith sits on various committees, along with representatives from all aspects of the industry, dealing with the rights of the disabled. My conversation with Keith left me feeling optimistic that things will change for the better. A Disability Awareness Training Package is being put together for agents, airline staff and any other body involved with transporting disabled clients. For vital extra information regarding the rules and regulations for disabled travellers, click on www.allgohere.com.

Waltzing Mathilde

Which miniature mademoiselle and well known travel industry figure recently attended a surprise party for her ‘special’ birthday? Well, if you didn’t get an invite, it was Argo’s Mathilde Robert.

The lunch as held at La Rueda, a Spanish restaurant in Wigmore Street, London. About 20 people joined Mathilde for tapas and paella, and included Orestis Rossides and Lilli Panayi from the Cyprus Tourist Office and Panos Argyros and Calli Travlos from the Greek National Tourist Office, plus other trade friends.

All paid tribute to Mathilde, who is known and respected as a dynamic workaholic with an ability to get straight to the point. Panos said he had lived in dread of meeting this no-nonsense French lady but those of us who have known her a long time know that she is like those other French delicacies, soft at heart.

A matter of opinion

It has always been my practice to make reps as welcome as possible, not only out of common courtesy but because they are a valuable link to the companies for whom we are agents.

Lisa, a member of Cadogan’s Elite Team of reps called in to solicit our views on current Cadogan products and prices. As mere agents, we found it flattering and refreshing to be asked our opinions – not just there to be updated, parrot fashion on company products.

Such was the novelty of having questions invited of us, all we could think to ask were queries regarding half-term availability and price matching.

Apparently, agencies differ in the way they deal with reps. Some welcome the opportunity for face-to-face dialogue with a representative of a company they deal with, while others view the visits as an interruption to their busy day. Lisa said that some agencies leave her to talk to the trainee who, generally, is not equipped to answer her questions, or worse, the staff all grab phones to look busy and then keep her waiting.

At least Kate brought a smile to Lisa’s face by asking for lower prices during half-term because, “They’re like budgerigars round here. All we ever hear is cheap, cheap, cheap!”

Keeping fed and watered

The recent chaos at Palma airport caused by a power cut emphasised the importance of nipping complaints in the bud before they turn nasty.

Instead of being warned that there were delays and that congestion at the airport was steadily building up, clients were fobbed off by resort staff who gave the impression that all was OK, with flights departing on time.

Expectations were raised when it could have been prudent to have been making provision away from the airport for delayed clients.

I am reliably informed that tempers flared, not just because of the delays of 12 hours or more but because of the inadequacy of the compensatory food and drink offered.

Airtours clients were offered a drink of orange juice, JMCclients were given a ham sandwich and a glass of water, while the heroes of the day were Cosmos who offered their clients hot food and drink.

In the latter case, the restaurant manager could not cope with the unexpected demand, resorted to dishing out a plate of lettuce and tomato and was promptly told by irate passengers what he could do with it. Cosmos reps saved the day by sending out for hot meals.

My informant couldn’t understand why caterers ran out of tea and coffee but not alcohol, thus ensuring that by the time their flights were eventually called, some of the passengers were much the worse for wear.