Travel trade urged to capitalise on BA chaos

August 18, 2005, 14:04

TRAVEL agents are being urged to see the recent disruption to British Airways flights as a golden opportunity to woo back clients who have deserted them in favour of booking over the Internet.

Industry figures said the fiasco surrounding the Heathrow baggage handlers’ strike last week highlights the importance of dealing with agents when travel arrangements go wrong. By coincidence, ABTA has distributed shop-window posters this week to plug the benefits of booking with agents.

BA was forced to cancel 600 Heathrow flights on August 11 and 12 following an unofficial strike by 1,000 ground handlers, who were protesting over the sacking of Gate Gourmet staff. It advised passengers to contact travel agents for advice.

ABTA chief executive Ian Reynolds spearheaded the call to agents to use the debacle to prove their worth. “This is not the time to kick BA,” he said.

Oxon-based Tickets Anywhere managing director Bryony Hordern said she gained six extra bookings last week when passengers who had booked with the airline over the Internet came to her for advice and asked her to rebook.

“BA cannot possibly serve its clients with ba.com. This is an opportunity for agents,” she said.

And Advantage director of business travel Norman Gage reported small agencies had noted clients returning who they had previously lost to BA’s website. “BA has presented a golden opportunity to travel agents to prove theirvalue,” he said.

“To receive a plug suggesting people go to their agent from the world’s number one airline is publicity you just couldn’t buy.”

However, many agents are unhappy they’ve had to put in extra work on behalf of BA, and are angry they had to call BA’s 50p-a-minute hotline for updates.

Haslemere Travel MD Andrew Brownrigg questioned why BA charged agents premium rates to telephone itsRapport helpline. “BA should not be getting money out of us when we’re resolving their problems,” he said.

BA has rejected criticisms, claiming the airline only referred back passengers who bought tickets from agents.

BA has begun an investigation into the industrial action.