First Choice Holidays and Flights managing director Dermot Blastland said customer retention in the travel industry was “pathetic”.
Blastland was referring to comments by an earlier speaker, BT’s John Dovey, who complained that no travel agent or tour operator had attempted to contact him in the past two years despite having all his personal details.
Blastland said: “It really is hopeless and no wonder John booked direct. We really have to do better.”
Blastland said companies could help to retain customers by providing a good service and said reps in resort were vitally important.
Blastland said holidays which were booked early; longer than average; and sold to couples were those which tended to give the highest value.
Meanwhile,Blastland was among many conference delegates who criticised rival Thomson for planning to substantially add capacity at the lower end of the market.
“The city was starting to understand the leisure market until Thomson threw its toys out of the pram,” he said.
But Blastland supported Thomson’s decision to charge for transfers on late deals.
“I think it’s a step in the right direction,” he said.