InteleTravel’s UK managing director has urged industry professionals to contact her directly if they notice “disappointing” or rule-breaking behaviour from the group’s agents on social media.
Tricia Handley-Hughes also confirmed the company was reviewing messaging issued by its recruitment partner following reports of “issues”.
Her comments at Travel Weekly’s Future of Travel Conference follow reports that some InteleTravel agents have publicly revealed commission levels or promoted agent-rate deals they can access for their personal holidays.
“The majority of agents do want to follow the rules and do very well out of it, but we’ve got the small minority who cause a challenge for us,” Handley-Hughes admitted.
“I would say if anybody sees anything extraordinary, please just tell me because I want to know and it’s not permitted.”
When asked about criticism of recruitment activity carried out by partner PlanNet Marketing, she added: “One of the things we have to really review is the key messaging. We’re not the recruiter – we’re an independent travel agency – but we do have to start reviewing what those key messages are for recruitment.
“We reviewed those key messages about two years ago and it’s only in the last six or seven months that issues have come to light which makes me think we’ve got to back and review and police.”
Handley-Hughes also advocated for greater collaboration among homeworking businesses, despite criticism of InteleTravel’s model from more established agencies including Designer Travel, whose managing director Amanda Matthews previously said her agents “work for a career, not a side-hustle”.
Handley-Hughes insisted even an annual meeting could afford companies “a good appreciation of trends and each other’s business”, as she said the emphasis should be on “listening, respect and kindness”.
Since US-based InteleTravel expanded into the UK in 2018, it has grown its network of agents to more than 20,000 across the UK and Ireland.
Responding to the criticism, Handley-Hughes said: “I understand where they’re coming from because our business model is very different.”
And asked whether she thought established companies such as Travel Counsellors and Designer Travel would be interested in signing up to such a forum, she said: “The offer should be open to them.”
Handley-Hughes said many InteleTravel agents do work for “supplementary income” in addition to main careers but others had successfully developed full-time travel businesses.
Photo: Alex Maguire Photography