criticised for treating the report with contempt after it failed to contribute anything.
The report, which analysed the summer ’99 season, revealed a 13% rise in complaints to Travelcare about operators.
Co-op Travelcare general manager Yvonne Rankin said: “We can’t understand why they take this secretive approach.
“Holidaymakers have a right to know how good companies are at meeting their expectations. We know the complaint levels are generally low so why not share it with the customers?”
The report singled out BAH for particular criticism.
“For the second year running, it failed to supply the smallest piece of information,” the report said. “This shows a certain contempt for our efforts to provide customers with service information.”
Operators defended their stance, claiming that complaint level comparisons are misleading as each company has a different method of calculating figures.
Airtours sales, marketing and development director Ed Sims added: “It is a meaningless figure anyway as we concentrate our efforts on solving complaints in resort.”
Rankin admitted that operators had a “fair point” but said efforts to solve the problem had been ignored. “We have been trying since last February to obtain the views of the Federation of Tour Operators over how the report could be improved,” she said. “We have got nowhere.”
BAH head of Worldwide Stephen Rhodes added: “We wrote to Co-op Travelcare saying why we did not think it appropriate to give figures. We did not ignore the study.”
A JMC spokesman said it served no purpose to reveal complaint levels for brands which no longer existed.
More than 52% of complaints received by Co-op Travelcare were about the standard or change in accommodation while almost 8% were unhappy with building work and 7% were unhappy with reps.
Airtours, First Choice and JMC all snubbed the agency’s request for official figures and have been accused of adopting a secretive attitude.
Thomson only supplied approximate figures while British Airways Holidays was criticised for treating the report with contempt after it failed to contribute anything.
The report, which analysed the summer ’99 season, revealed a 13% rise in complaints to Travelcare about operators.
Co-op Travelcare general manager Yvonne Rankin said: “We can’t understand why they take this secretive approach.
“Holidaymakers have a right to know how good companies are at meeting their expectations. We know the complaint levels are generally low so why not share it with the customers?”
The report singled out BAH for particular criticism.
“For the second year running, it failed to supply the smallest piece of information,” the report said. “This shows a certain contempt for our efforts to provide customers with service information.”
Operators defended their stance, claiming that complaint level comparisons are misleading as each company has a different method of calculating figures.
Airtours sales, marketing and development director Ed Sims added: “It is a meaningless figure anyway as we concentrate our efforts on solving complaints in resort.”
Rankin admitted that operators had a “fair point” but said efforts to solve the problem had been ignored. “We have been trying since last February to obtain the views of the Federation of Tour Operators over how the report could be improved,” she said. “We have got nowhere.”
BAH head of Worldwide Stephen Rhodes added: “We wrote to Co-op Travelcare saying why we did not think it appropriate to give figures. We did not ignore the study.”
A JMC spokesman said it served no purpose to reveal complaint levels for brands which no longer existed.
More than 52% of complaints received by Co-op Travelcare were about the standard or change in accommodation while almost 8% were unhappy with building work and 7% were unhappy with reps.
OPERATORS have been attacked for refusing to come clean over their complaint figures in a study by Co-op Travelcare.
Airtours, First Choice and JMC all snubbed the agency’s request for official figures and have been accused of adopting a secretive attitude.
Thomson only supplied approximate figures while British Airways Holidays was criticised for treating the report with contempt after it failed to contribute anything.
The report, which analysed the summer ’99 season, revealed a 13% rise in complaints to Travelcare about operators.
Co-op Travelcare general manager Yvonne Rankin said: “We can’t understand why they take this secretive approach.
“Holidaymakers have a right to know how good companies are at meeting their expectations. We know the complaint levels are generally low so why not share it with the customers?”
The report singled out BAH for particular criticism.
“For the second year running, it failed to supply the smallest piece of information,” the report said. “This shows a certain contempt for our efforts to provide customers with service information.”
Operators defended their stance, claiming that complaint level comparisons are misleading as each company has a different method of calculating figures.
Airtours sales, marketing and development director Ed Sims added: “It is a meaningless figure anyway as we concentrate our efforts on solving complaints in resort.”
Rankin admitted that operators had a “fair point” but said efforts to solve the problem had been ignored. “We have been trying since last February to obtain the views of the Federation of Tour Operators over how the report could be improved,” she said. “We have got nowhere.”
BAH head of Worldwide Stephen Rhodes added: “We wrote to Co-op Travelcare saying why we did not think it appropriate to give figures. We did not ignore the study.”
A JMC spokesman said it served no purpose to reveal complaint levels for brands which no longer existed.
More than 52% of complaints received by Co-op Travelcare were about the standard or change in accommodation while almost 8% were unhappy with building work and 7% were unhappy with reps.