p5 News mar13 11/3/09 20:46 Page 5
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news
In brief
■ Kenya halves cost of entry visas
Kenya has reduced the cost of its entry visas from
Agents ‘let down’
$50 to $25 for adults, and abolished the charge
for children. The changes to the visa, which
has to be paid for on arrival in Kenya, were
announced at the ITB trade show in Berlin.
disabled clients
■ Lufthansa and Aer Lingus post gloomy figures
Lufthansa and Aer Lingus both posted worsening
results for 2008 and predicted further declines in
Michael Lane.
“I’m still not
Online agent Travel
performance for 2009. The German flag-carrier FOUR travel companies have
posted a 64% drop in 2008 post-tax profit to
sure if travel
Republic performed best of
defended their approach to the four, but was unable
¤599 million, though the drop was exaggerated serving disabled customers
companies
to convince the mystery
because 2007 results included exceptional gains. after they failed to secure
Excluding those, operating profit fell 1.7%. Aer
realise the
shopper that products being
a booking in a TTG Mystery offered were suitable.
Lingus reported a ¤108 million loss for 2008, Shopper assessment.
potential sales
The Good Access Guide’s
compared with a ¤105 million profit the previous The four firms, which
year. It warned it was unlikely to meet its
they’re missing”
Wendy Takman was not
cover the high street, web surprised by the results,
previous forecasts of a pre-tax profit in 2009. and call centres, were tested and urged travel companies
in the first Mystery Shopper run in conjunction to ensure frontline staff are adequately trained.
■ Simpson axes Williams as it freezes expansion with disability specialists Good Access Guide. “I’m still not sure if travel companies realise
Simpson Travel managing director Peter Williams Although all four companies insisted they have the potential they’re missing, as well as the
has been made redundant as the operator processes in place for dealing with requests from moral and legal concerns,” she said.
shelves expansion plans to concentrate on its customers with disabilities, none were able to Abta head of consumer affairs Keith Richards
key markets. Simpson recruited Williams from convince the mystery shopper – a wheelchair said travel companies could be hampered by
Hebridean International Cruises in March 2008 user – to book. a lack of detailed information on accessible
to lead the expansion, but has now put the Travel Norwich Airport general manager facilities overseas – a comment echoed in the
plans on hold for 18 months to concentrate on Sue Moore said she was disappointed with the mystery shopper’s findings.
Greece, Corsica, Spain, Morocco and Italy. findings but insisted the agency had many Richards suggested travel companies could set
satisfied customers with disabilities. up an audit process of the hotels they use
■ P&O compensates passengers on Aurora Meanwhile, Thomson and Cresta Holidays said frequently so details are to hand when dealing
P&O Cruises’ Aurora was stuck in Auckland, their poor performances were isolated incidents, with requests from disabled customers.
New Zealand, this week after a problem with which would have been avoided if the mystery
its engines. Passengers have been given £500 shopper had been directed to dedicated teams ■ Mystery Shopper report, p46; plus advice
compensation for ports missed on the world that specialise in accessible bookings. on how to sell to disabled customers, p42
cruise, including Wellington, Napier, Moorea and
Papeete, and a refund for the four days spent in
port. The line also organised free shore excursions.
The ship was due to sail for Hawaii on Wednesday.
■ Govt proposes new passenger role for CAA
The CAA has been given a new duty of promoting
the interests of passengers in proposals unveiled
by the government this week. Air passengers will
also come under the remit of the Passenger
Focus watchdog in the proposals, which also give
the CAA an environmental responsibility.
■ Pumpkin’s world of adventures
Pumpkin Tours, a worldwide events tour
es
specialist, has been launched at the Cheltenham
Races, offering escorted adventure holidays,
music festivals, motor racing and horse-racing
Momentum Pictur
packages. It wants to become 100% trade-only.
ON LOCATION: Enjoy England has teamed up with the makers of period drama Young
ttglive.com
For the latest news, reviews and comment
Victoria, starring Emily Blunt and Rupert Friend, to promote awareness of destinations
from the travel industry, visit ttglive.com featured, including Lincoln and Arundel. Visit enjoyengland.com/theyoungvictoria.
13.03.2009 05
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