Atas operations working group to lobby airlines

A new Atas operations working group hopes to collectively lobby airlines on flight cancellations and to share best practice for crisis situations.

Ian Dines, chief people and customer officer at Atas member Newmarket Holidays, said flight cancellations were cited as one of the biggest problems for the sector at the group’s first meeting.

Dines said: “We talked about being able to form some lobbying groups. We have to change the whole itinerary as a result of flight schedule changes."

Improving communication with airlines could ease situations in which operators struggle to get hold of carriers, he said, noting Atas had already sent an email to members with details of flight changes and Foreign Office advice after Israel’s attack on Iran.

He stressed: “We need to approach airlines [collectively] on how they can help us. It could have some real influence but will take time.”

He added crises were another focus as they posed the risk of “huge reputational damage” to Atas brands. “It is really important to share best practice,” he said.

Dines also urged agents to share customer details with suppliers to help them deliver the best service in a crisis.

“Sometimes agents are reticent about providing that information, which results in inferior service,” he said. “Work with us. We are not trying to do you over – we are trying to help.”