TUI Travel to take hard line on problem holidaymakers

TUI Travel is to adopt a tougher stance on holidaymakers who cause problems in resort.

The no-nonsense approach to the small percentage of holidaymakers who are rowdy in resort follows an increased focus on customer service, with Tim Williamson recently appointed in the  new position of customer director.

Williamson said he had already “fired” two problem customers. This could mean barring them from taking future holidays with the company, he admitted. 

He said: “It can be people who pay very little, book four days before departure and then moan about the carpet. You have to be frank with customers.”

He added: “I think we will see more of this [type of approach] in the same way as aircraft take a zero tolerance approach to rowdy passengers.”

Distribution director Nick Longman said problems often resulted from customers’ expectations not matching their holiday experience, leading to complaints after their trip, but occasionally resulted in rowdy behaviour in resort.

He said: “Occasionally we have unruly behaviour and we have to call the police. We do say to some people that we would rather they did not travel with us.

“To give 99% of your customers a great holiday, it may mean dropping 1%. We are likely to take a tougher line with customers who have the wrong expectations. We want to make sure our customers feel special.”

Longman added that capacity reductions and price hikes would automatically cut out a slice of the budget end of the market from travelling overseas.

He said: “As we upgrade we will not play in that part of the market. Capacity has taken out part of the market.”

Recently the group announced it was reviewing the way its reps work in resort.

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