ABTA attacks Travelcare poll

ABTA has criticised Travelcare’s latest Holiday Report for encouraging negative coverage of the trade.

The 2003 survey, the fourth in the annual series, found fault with the big four for directional selling and “hoodwinking” customers into paying more for their holiday.

Newman Street said the issue had already been dealt with by the Government in 2000 when retailers were told to show ownership details in stores.

An ABTA spokeswoman said the report was “not unbiased” and consumer press coverage referring to high-street chains had not clearly distinguished between independents and vertically integrated groups.

“This is tarring the whole industry with the same brush. Travelcare may find the aims of its PR strategy are not being met,” she said.

MyTravel UK and Ireland chief executive Duncan Wilson said it was in the interests of vertically integrated operators to sell their own products, but added: “Our policy is to sell a wide spectrum of products to the customer.”

First Choice managing director UK distribution John Wimbleton agreed companies would not survive if they sold in a biased way. “You will only succeed as a retailer if you offer honest advice,” he said.

TUI UK claimed the report was “not a representative survey” and asked whether Travelcare would be prepared to tell customers about the incentives it receives from operators, particularly following the creation of the Co-operative Travel Trading Group, which was set up to negotiate better terms with operators.

Thomas Cook director of trade relations Ian Derbyshire said in the first week of June, 53% of its late sales were non-Thomas Cook products. “You don’t stay around for 160 years if you don’t offer your customers choice,” he added.

Travelcare general manager Amanda Williams said the retailer was pressing the Government for action. “We are not saying the practices of the big agents are wrong, we are calling for staff in agencies to explain to customers they will try to sell their own holidays first.”