IT IS always disappointing when an industry colleague raises service level concerns, only to hide behind the ‘Name and address withheld’ (Travel Weekly May 24).
If your correspondent had given us their details, we could have investigated why they tried for 4hrs to speak to reservations on May 8 when the average waiting time was 43secs. If they had wanted to resolve their query with us rather than via your pages, we could have discovered why this retailer didn’t use viewdata, or was not prepared to use a discount of their own to price-match. There is no excuse for putting a phone down under any circumstances, but frustration at being used simply for price-matching surely strikes a chord with most retailers.
Our thousands of supportive retail partners normally find that speaking to us in a direct and open fashion gets better results than anonymous moaning through your pages.
Ed Sims
Sales, marketing and development director
Airtours Holidays
Lancashire