Travel agents ‘must gather evidence during resort emergencies’

Operators or agents dealing with an emergency incident in a resort must focus on gathering as much evidence as quickly as possible should the issue end up in court.

Speaking at an ABTA Crisis Management seminar last week  Plexus Law partner Claire Mulligan said any company involved in an incident should take pictures and video footage of the affected area as well as statements and contact details from all witnesses.

If the incident has occurred in a hotel the company involved should perform a hotel check in order to establish that the property meets required local standards.

Mulligan said: “This involves getting your people out to the resort to get the evidence or getting the people out there to get the evidence for you.”

She added all the evidence can then kept and used by the travel company should a court case arise.

Mulligan added the company’s employees should not be afraid to say sorry to those involved in the incident at the time, as this is not necessarily an admission of culpability.

She said: “There’s nothing wrong in saying you’re sorry. It is very different from admitting you’re at fault and it’s a good way of expressing sympathy for someone’s situation.”

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