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Despite carrying all the hallmarks of a failure, this year’s ABTA convention overcame all its potential obstacles to be the best yet

Despite carrying all the hallmarks of a failure, this year’s ABTA convention overcame all its potential obstacles to be the best yet

Noel Josephides

IT HAD all the hallmarks of a failure before it even began. The hotels were average, mosquitoes busied themselves feasting on this unexpected, end-of-season opportunity and the budget for show and spectacle understandably commensurate with the resources of a small Greek island. But this was the best ABTA conference I have ever attended.

We all flew in on the same aircraft. And, as we couldn’t really fly out on the same day, delegates had to stay a while.

There we all were having to interact and talk to each other. Around 95% of all delegates were in the handful of hotels within walking distance (Portugal, take note) of the excellent conference centre (London has nothing to match it), so you couldn’t help bumping into people time and time again.

This fact alone transformed the spirit of the conference.

The people of Kos were excellent hosts, smiling, welcoming and helpful.

The local organisation was good, my only complaint being whenever I spoke to anyone in Greek they replied in English – but then I do have a heavy Cypriot accent!

The sessions and speakers were first rate. I went to every one and wished I could have split into three to attend all the breakout events. Stephen Bath rightly said any top executive not attending shouldn’t be in the job – I’m sure that’s what he wanted to say but he is such a shy man he was simply forced to say that they should rearrange their diaries to be able to make it next year.

For once we did not spend three days talking about commission levels, telephone numbers on brochures, consortia and all the day-to-day stuff we read about in the trade press.

The conference was good humoured – except for one session I shall come to later – incisive, uplifting and professional.

It looked outward and concentrated on customer service, staff care and industry growth.

There we were, all equals, learning how to take our individual jobs and companies forward. Gone was the old formality and pomposity. We learned from, and were reassured by, what we heard.

Dale Moss, the US director of sales for British Airways, holder of the most prestigious marketing job in the world, gave an excellent presentation then threw it all away by inexcusably losing his temper at question time.

The UK travel industry isn’t the Bronx, and Moss must understand and admit what his company is about to do may have a terminal affect on a good 30% of independent agents.

Large business house agents and those selling cheap domestic and European flights are not an issue. But many selling expensive first class and long- haul tickets will be seriously hurt, especially if other airlines follow the BA lead.

Moss was speaking to many frightened and apprehensive delegates who couldn’t always articulate their fears. In my opinion, he treated them shamefully.

Yes, BA has decided, rightly or wrongly that, in order to survive, it has to cap commission levels and, being in business, we all, in our heart of hearts, understand that.

But let’s have some dignity and sympathy and don’t kick us in the teeth when we are down. BA’s reputation with the trade has been dealt a serious and unnecessary blow.

This is an airline that few agents will want to support. At ABTA their true colours were shown.

“This was the best ABTA conference I have ever attended”