Travel agents have called for quicker responses from airlines and tour operators to help them support holidaymakers hit by the latest spate of cancellations and delays.
And they warn that national headlines about chaos at airports is affecting consumer confidence ahead of the busy summer period.
Designer Travel said about 10% of its clients travelling over the past weekend were hit by lengthy delays or cancellations at Manchester, Stansted, Gatwick, Bristol, Heathrow and East Midlands airports.
Amanda Matthews, managing director of the homeworking agency, said: “It is very difficult. We have no control over what goes on – clients demand answers but it is nigh on impossible.
“We are trying to scramble around for the right information but it is impossible to know everything and to get hold of people.
“There is a lack of communication and lack of resources to keep people up to date.
“The questions and cancellations are affecting consumer confidence; it is relentless.”
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She said the government support for the sector during the pandemic was inadequate so staff at airports, airlines and operators found better-paid jobs in other industries.
“There are four or five weeks to sort this out before the summer holidays start – people would pay more to have less stress,” she added.
“Hopefully this past weekend will be the worst it gets, but there are hints it will be into the summer too.”
She said bookings in May have been 100% up on pre-pandemic levels, and 60% of business in the month was for departures between May and September.
“The demand is there but we need more information so we can help,” she commented.
“It is exasperating – another hurdle and we have no control.”
Other agents who blamed the problems on inadequate government support – which led to an exodus of travel staff – include Gemma Antrobus, owner of Haslemere Travel and chair of Aito Agents, and Jill Waite, director of Pole Travel in Manchester.
Commenting on a report that arts minister, Stephen Parkinson, said the travel industry should have been better prepared for a surge in post-pandemic holidays, Antrobus tweeted: “When we asked for sector specific support it wasn’t out of greed or selfishness, it was so we could retain our talent and ensure we were robust when the demand came back. Look what’s happened now!”
I was saying the same thing this morning. When we asked for sector specific support it wasn’t out of greed or selfishness, it was so we could retain our talent and ensure we were robust when the demand came back. Look what’s happened now!
— Gemma Antrobus (@LuxuryTravelGem) May 31, 2022
Waite was one of the co-founders of Target – Travel Agents Reform Group Engaged Together – and pointed to the government for the current chaos.
Her own agency has gone from five staff pre-pandemic to two full-time and one part-time, and they spend many hours on hold, waiting to speak to operators and cruise lines.
“People don’t want to come back [to work in travel] because of the uncertainty in travel,” she said.
“We have had some customers saying they do not want to go away because of all the headlines about travel chaos.”
She also said some holidaymakers have not flown overseas since 2019 so they “need their hands holding” with post-pandemic travel issues – a point echoed by Richard Slater, owner of Henbury Travel in Macclesfield.
He commented: “Tui customers are not airport-ready.”
However, he said his agency has shifted its business over the course of the pandemic to focus on more expensive holidays with more trade-friendly operators, which has helped limit his exposure to the problems experienced by many Tui customers.
On Tuesday, Tui confirmed it will cut up to six flights a day from Manchester over the next month, citing operational difficulties.
Slater said Jet2 was reaping the benefits of selling via independent travel agents while Tui was driving more direct bookings.
Ken Garrity, of Ken Garrity Travel in Altrincham, agreed the latest national news headlines are yet more bad publicity for the travel sector.
“I feel very strongly that the tour operators, especially Tui, have had to crisis-manage instead of being proactive and sorting this out,” he said.
“I also have sympathy with agents battling these problems, which are not their fault – costing them money and time and having to spend hours on the phone sorting problems out.”
Jet2 chief executive Steve Heapy has insisted issues causing travel delays “will improve” as the industry addresses staff shortages and said the current situation is “as bad as it will get”.
Pictured: Heathrow airport by 1000 Words/Shutterstock.com