Goldtrail Holidays has defended its record and promised improvements following a damning exposé of some of its Turkish properties by BBC1’s Watchdog.
The consumer affairs programme, which was broadcast March 16, featured holiday makers’ complaints about poor accommodation and health and safety standards at Goldtrail-supplied hotels.
Some had suffered serious illnesses such as salmonella and E-coli and last year the company was forced to pay out £120,000 to nine people who said they had caught legionnaires’ disease from their hotel showers.
But, according to the company, just 3% of the 250,000 clients it took to Turkey last year made a complaint and nearly 100 properties provoked no complaints at all. “All complaints have been investigated, answered and relevant action taken,” a spokesperson added.
It also claimed it had support from its travel partners. “Some agents have made encouraging comments. They have advised Goldtrail that they thought the Watchdog programme was heavy handed and that they have clients booking Goldtrail holidays with them year after year,” added the spokesperson.
ABTA, which fined the company £11k last year for last-minute changes to flights and accommodation – said it was important to recognise the company’s desire to improve.
“All members are required to comply with the Code of Conduct which raises standards across the industry. ABTA can provide assistance to help and support its members and their customers,” said the spokesperson.
But if Goldtrail fails to up its game it could face the ultimate sanction and have its ABTA membership revoked. This, however, looks unlikely – just one member has been struck off for breach of the Code of Conduct in the last three years.
- Traffic to the Goldtrail website doubled on the day of the report – see the figures on the Travel Weekly Blog