The Travel Network Group has issued scripts for its travel agent members to read from to help them manage difficult conversations with clients on refunds.
The travel agency consortium said the scripts provided consultants with the right wording and explanations on why some tour operators are offering refund credit notes rather than cash refunds.
The script reads: “The current crisis does require as much help, support and honesty as possible, to you, our customers. We are very much aware of the PTRs regarding our responsibilities to refund within 14 days.
“Under normal circumstances, we would be in a position to honour the time limit imposed by the PTRs, however, the whole of the global travel industry has come to a standstill, with millions of refunds being requested at the same time.
“The reality is that your funds have been paid to airlines and onward suppliers and we are currently waiting for these to be reimbursed. Sadly, this means that as much as we want to, we can’t speed the process up and we are not in a position to refund individual customers by exception, faster than we get the refunds from the airlines and other suppliers ourselves. With no bookings coming in, refunding all customers at once will result in our financial failure.
“We are therefore, offering you a Refund Credit note against your booking, which will allow you additional time to make a decision about future travel arrangements and also allow us more time to receive your money back from the airlines and onwards suppliers, should you decide on a cash refund.”
The group is also hosting regular Zoom calls with its members to give them the chance to discuss situations they have faced and talk about other customers scenarios they might have to deal with in future as clients who want their holidays refunded get increasingly frustrated.
Both the scripts and the live calls aim to support members’ agency staff as they continue to work from home.
A TTNG spokeswoman said: “These zoom calls are also giving them the reassurance that they’re not alone and we have a community of support for them.”
The group is also helping agents’ clients who want to know if they can claim from their insurance provider. Agents can send customers’ insurance details to head office to check on their behalf if their clients can claim for a cancelled or curtailed holiday through their insurance provider.
