What’s the policy?
Travel Counsellors
Travel Counsellors spokesperson Victoria Fox said that the company’s agents don’t encounter a lot of hagglers because their business is based on referral and recommendation.
She said the ultimate decision on whether or not to haggle is up to individual agents, but that Travel Counsellors does not encourage it.
“It’s up to individual agents whether they want to haggle or not, but because it’s their business they have to earn a certain amount. So they won’t haggle because it cuts into their wage,” she said.
Advantage Travel Centres
Advantage Travel Centres sales and marketing director Colin O’Neill said the business tries to support members in dealing with hagglers.
“A third of our business partners have agreed to price match and the rest will probably do a price match on an ad hoc basis,” he said.
O’Neill recommended that agents add value by offering holidays with a bonus such as a room upgrade, free insurance or access to an airport lounge.
“We also offer holidays that they can’t get elsewhere and that there is no price match for, such as an Alaskan cruise,” he said.
This year Advantage is sending 100-150 agents on a Training for Travel course which teaches them how to overcome objections effectively and how to show customers added value.
Tips from agents
Ask for evidence
Maureen Hill, Travel Weekly columnist and consultant at Travel Angels in Gillingham, said customers are trying to get a better deal by claiming they can get it cheaper online.
She advised agents to ask for evidence of the lower price, as many clients are not clicking through the online order to add in items such as transfers, airline meals, baggage allowances and fuel charges.
“You have to keep your wits about you,” she said.
Add value
Karen Moule, manager of Fred Olsen Travel in Norwich, said: “I am definitely noticing more haggling because of the current economic climate. When I am looking to close the sale, customers will ask if it is the best price I can offer – they are shopping around more.
“My tips are give great customer service, provide excellent product knowledge, and win the customer round with reassurance – explain how you will be there for them if they have any problems.”
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- To add your company’s policy to the page email nathan.midgley@travelweekly.co.uk
Links from the net about travel haggling
- More and more people are haggling to get the best deal – Daily Express
- How much disount can you get? The Times tries their luck