I HAVE read letters many times from disgruntled travel agents regarding the discounts offered to clients by airlines who have contacted them directly.
I had never experienced this personally in all of my 27 years in the industry until last week when British Airways, the airline that is now’supporting the trade whole-heartedly’ showed how much support we really get.
The managing director of a local business we deal with wanted to take his family to Australia for the Christmas and New Year period. He knew that it would be expensive and sure enough BA quoted us about £1,800 per adult, with a reduction for the children.
He felt that this was more than anticipated and as he had accumulated a large amount of Air Miles he would give them a call.
As expected, at that time of year they could not help but directed him to the Special Fares Unit at BA.
The quote was thensuddenly reduced to £1,200 per adult, again with areduction for the children.
My client held the flights provisionally overnight and the next morning called in to see me and asked if I could take the booking over as he would like us to have thebusiness. Yes, certainly, I replied, although I had my doubts even then.
He called BA on my office phone and was kept waiting on hold for about 20 minutes until finally being connected with the Special Fares Unit.
What a surprise, it was then revealed that this fare could not be booked through a travel agent! Needless to say, I advised him to confirm the reservation, because he would not get a better deal.
The transaction was completed with him paying BA with his credit card there and then.
All told, it was a saving of about £2,000 on the total cost of his family’s tickets.
I would like to know who the Special Fares Unit is set up for. It certainly doesn’t seem to be the travel trade whom it professes to support.
Later that day, my client phoned me, apologising for sitting in my office, drinking my tea, using my phone and ending up booking direct with the airline.
Still, I suppose it all helps with customer relations!
Jill Mackie
Manager
Travelworld Yorkshire
Hessle