Flying out of favour
Julie’s first client of the new millennium was a cheerful looking middle-aged chap looking for a late break for himself and his wife. Briefing her, he said he couldn’t stop but left his name and promised to call back.
As she took down the name, Julie was struck by the fact she had only just put down the phone to a woman bearing the same surname who had asked for a flight to Houston for herself alone. When Julie rang her back with the details she had requested, she mentioned casually that a gentleman of the same name had called in.
“That will be my husband,” replied the woman.
“But he wanted to book a holiday for the two of you for the same dates as those you’ve given me,” protested Julie.
“Oh, did he,” came the wife’s response. She went on to ask Julie to repeat the Houston flight details, asserting that this was the only break she was interested in.
The husband returned later in the day and Julie was forced to ask what exactly she should be trying for: a flight to Houston for one, or a holiday for two. The poor chap looked crestfallen and said he’d get back to her. Looks like the millennium fizz has gone flat within that household.
Dish of the day
I think we’d all agree that at the end of a busy day, the last thing a weary travel agent wants is to be stuck after closing time with a client. But if the client seems genuine and a sale could be closed, I’ll go that extra mile.
My schoolteacher client and her family were looking for a flight to Freetown, Grand Bahamas to visit her sister over Easter.
Naturally most flights were already booked and, as the client was not flexible in any way, it took some considerable time and effort to find flights to fit her dates and budget.
I felt tired but triumphant when I came up with the goods and presented them to her. The jubilation with which she greeted my news was most rewarding but she explained she’d have to consult with her husband before going ahead with the booking.
I offered her the use of the telephone to speed matters along but was informed he would be in transit and she would call me in the morning.
I felt sure there would be good news the next day but I’m afraid I couldn’t have been more wrong. The client phoned as promised but told me her husband thought the cost for the whole family was too high.
“Some good has come of it though,” she said chirpily. “He’s promised to buy me a dishwasher instead.”
I failed to see how this would be of material benefit to me, unless the sales staff at Comet are going to forward their commission to meÉ
Checking out First Choice
On Thursday I went to the First Choice head office in Crawley, taking up an invitation from managing director Dermot Blastland to discuss various issues raised at the ABTA Convention in Cairns.
I guess it was unfortunate for him that he’d been in the hot seat at the moment the ‘Red Army’ of Travel 2-sponsored delegates chose to strike with complaints levelled at tour operators with direct-sell operations.
The main issue of debate was that of clients booking direct with tour operators, including First Choice, and being offered discounts and free child places which were not available when booked through their local agents.
Mr Blastland replied that it was true that his company is happy to sell direct to those members of the public who do not wish to use agents but that clients were playing agents off against tour operators in securing better deals.
If First Choice doesn’t meet the client’s price, the client says he can go back to his agent and get 10% discount and free insurance, for example.
It is Mr Blastland’s argument that his shareholders would take a dim view if he failed to sell holidays by whatever means he could and that he is not offering anything more or less than could be obtained on the high street.
Driving a hard bargain
There is no question that the buying public pull all the strings; their increased awareness of their own purchasing power has resulted in a far more knowing and sophisticated client, prepared to drive a hard bargain.
First Choice mean to survive in an increasingly competitive market and, in response to the City’s expectations, they have recently acquired a retail arm, Travel Choice, which will enable them to compete on equal terms with the likes of JMC and Airtours.
While I had much sympathy with what I was hearing, I did take the liberty of relaying to Mr Blastland an apocryphal tale told to me by the parent of a child at a local school.
Apparently a First Choice rep had addressed a meeting of parents whose children were due to travel on the school skiing trip. At the same time, those present at the meeting were offered 15% off summer holidays if they booked direct.
Mr Blastland said he had not been aware of this sales initiative and agreed to investigate the matter further.
By way of airing all the dirty washing, I attempted to impress upon this very influential man that the booking systems could be made more user friendly and that cut-off dates for ticket on departure needed to be looked at.
He responded positively to my suggestions, assuring me that agency sales still formed the bulk of his business.
Although investigative journalism is not my field, I felt that Mr Blastland had been as frank and honest as he could have been in the circumstances. Nevertheless, I came away from the meeting feeling that the discount factor will remain a controversial aspect of the industry for a long time to come!