Noel Josephides’ column about the Guardian Travel Awards (Travel Weekly September 13) surely highlights the tour operating industry’s main problem.
This is the acceptance of poor standards. A rather overglossed ‘aren’t we good, we came in the top 10’ attitude, hides the fact that 16% of 24,000 people carried were not satisfied. In ourexperience, one of the companies in the top five has never sent out its chartertickets on time.
We achieved 80% based on responses from 74 of 17,200 clients.
My reaction is that it was not good enough. However, we have already had management meetings to find out why we weren’t 100%, which is the figure I really want.
Complacency with such low standards in the industry is simply not the wayforward.
Stuart Alderman, Ramblers Holidays, WelwynGarden, Hertfordshire