Operators face test over Sharm bookings

ABTA chief executive Ian Reynolds has admitted the Sharm el-Sheikh attacks highlight the difficulties facing tour operators over whether clients should be allowed to change bookings following major incidents.

Reynolds said the attacks were the first test following the introduction of a new system of Foreign and Commonwealth Office advice last year, which ditched general travel bans unless there is a “severe and imminent threat”, following heavy criticism over the lengthy ban to Bali after the 2002 bombing. The onus is now on operators to decide policy, as they no longer have the prescriptive FCO guidance to turn to.

Customers travelling on Saturday, Sunday and Monday with FTO members were allowed to change or cancel holidays. However, confusion reigned as normal booking conditions returned on Tuesday – but some operators allowed customers to change bookings while others did not.

Reynolds said ABTA received “hundreds of calls” from clients and agents. “We’ve talked to travel agents who have had very upset customers, distressed enough to say they would rather forfeit £2,000 [the cost of their holiday] because they don’t feel comfortable about going to Sharm – and that’s not good.”

As Travel Weekly went to press, one British man was confirmed dead, with 10 tourists still missing, including seven MyTravel customers, feared dead. Two victims, Brit Keri Davies and his US girlfriend Kristina Miller, were Libra Holidays clients. Around 9,000 package holidaymakers were in the resort on Saturday, the vast majority with FTO members.

However, despite assessments from the resort that conditions were safe and returning to normal and no further FCO warnings of attacks, it became clear the decision to return to normal booking conditions so early was unpopular, with some customers uncomfortable at being forced to travel.

Of the FTO members affected, First Choice now allows customers to change bookings until August 29. Thomas Cook and Libra Holidays are following the original FTO line, but applying discretion in certain circumstances. TUI UK’s normal booking conditions will apply from August 1, but it will continue to use discretion after that date. Cosmos and MyTravel are sticking to normal booking conditions.