By Samantha Mayling and Juliet Dennis
Agents and operators have backed calls for tighter terms and conditions to stave off a rise in holiday cancellations – although some felt flexibility is still needed to encourage bookings.
Speaking at the recent Future of Travel Conference, Hays Travel owner Dame Irene Hays said it would be “better for the industry” if companies agree to “firmer arrangements”.
Suppliers offered more flexibility in the pandemic to retain bookings but many have reverted to normal terms and conditions. There are worries about how firmly these are being enforced and the impact this is having on agents and operators.
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Paul Cleary, Caribtours chief executive, said: “They leave agents exposed and take up time. We’ve been very conscious of [the need] to put this genie back in the bottle.”
Stephanie Slark, The Travel Network Group membership services director, said cancellations and amendments increase agents’ workload but added: “Some customers are prepared to pay any cost to change or cancel.”
Gary Gillespie, Independent Travel Experts managing director, said: “Customers now request changes on a whim and expect to be able to do so with minimal to no charges. It needs a concerted effort across the board to regain control of the booking process.”
Fred Olsen Travel head of commercial Paul Hardwick reported seeing more cancellations than pre‑pandemic, partly due to some clients struggling to obtain insurance.
“It’s definitely time to return to original T&Cs,” he said. “While most customers are deferring and not cancelling, this still doubles the workload for no additional income.”
Mark Johnson, director at Polka Dot Travel, said: “Other industries have gone back to how they were pre-Covid, why should travel be any different?”
However, some agents urged caution in a competitive market.
Kelly Cookes, Advantage Travel Partnership chief commercial officer, said: “Removing flexibility could put the trade at a disadvantage to direct sellers. Covid gave agents an opportunity to showcase their skills. Reverting to pre-Covid T&Cs threatens the progress we have made.”
Tricia Handley-Hughes, UK director at InteleTravel, agreed: “I would like to see operators offer some form of flexibility, to show empathy with those in difficult times.
“Changes rather than cancellations may be the way forward.”
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