In response to Dagenham Travel’s letter (Travel Weekly December 16 1998), I would like to say that Mark Warner does not discriminate against travel agents in favour of direct clients.
Mark Warner has been building its agency business deliberately, and in fact increased the proportion of agent to direct bookings by 6% over this summer and is aiming to increase by another 6% in ’99.
We happen to be one of the minority of tour operators who pay commission on all our products, including tennis coaching, pre-booked ski and boot hire, insurance and child care.
We recognise the importance of establishing a good working relationship with the trade which is essential to stimulate business for all.
As child care is such apopular part of our product, we are virtually fully booked for the February half-term school holidays and have been for some time. However, the first reservations agent spoken to should have checked availability, and clearly didn’t.
The fact the Dagenham Travel’s director rang back and found availability wasn’t because he was pretending to be a direct client, but because he got through to a reservations clerk who did double check.
Please rest assured Ihave taken the matter up with my reservations team.
I would like to stress that these rooms only became available because of acancellation, which may have not been notified to the reservations team, but that’s no excuse for not checking.
I would like to apologise to Dagenham Travel for anyanxiety caused, but wish to emphasise Mark Warner’s firm commitment to working closely with our colleagues in the retail trade both now and in the future.
Jo Powell
Head of sales
Mark Warner
London