BRITISHAirways’ director of sales Dale Moss has vigorously defended his airline against accusations that it will use the Internet to drive agents out of business.
Moss claimed BA was simply responding to the demands of its customers and business with its on-line strategy.
BA is to invest £100m in setting up an Internet travel agency with other airlines and will target distribution more efficiently with key customers and agents through its e-business initiatives (Travel Weekly February 28).
Moss said: “This is not Dale Moss or British Airways driving this, it is people and technology.
“Efficient agents will be able to take advantage of this.”
Agents are fearful the move to more on-line business will cut them out of the booking process.
BA’s Internet strategy is also potentially more damaging than the airline’s plan to axe commission next year.
Moss said threats that ABTA may try to take legal action if the airline’s on-line move with fellow carriers is seen to be anti-competitive were unnecessary.
“Why should we not go ahead with this?” he said. “Agents are not our customers, they are our strategic partners.”
BA is expected to report annual losses of around £200m this financial year and pressure is on to cut costs across the board.
Moss conceded that BA’s prediction it will take half its bookings over the Web in three years was optimistic, but said the airline would not be far off its goal.