p30-31 Letters may15 12/5/09 16:16 Page 31
ttglive.com
letters
At Somak, we won’t ‘cheetah’ Can Abta clearly define how Kuoni didn’t pass the buck,
you out of commission its ‘agency law’ works? so gained a repeat customer
I am writing in response to Jenny Jackson’s plea Following my letter about Abta protection I recently booked one of my clients to a hotel in
regarding the lack of operators’ loyalty (TTG (TTG May 8), I would like to ask the association the Maldives with Kuoni. He spent a substantial
May 8), as for the past three months we have another question: what is Abta’s “agency law”, amount of money on his trip.
been “on the road” talking to agents. as it appears that it is not a law, just an optional On arrival the client contacted me with serious
We wanted to get across that we do not offer “goodwill gesture” left to the accommodation complaints about the resort and wanted to
discounts for direct bookers, either online or supplier as to whether they wish to honour the move as soon as possible. I spoke to Kuoni in the
on the telephone. Our prices are fully booking or not? UK and explained my client’s issues and that we
commissionable – and that’s not just lip-service. needed to get alternative accommodation.
Here’s an example. Karen Allen at Aspen Mark Littlejohns, Complete Travel Solutions Kuoni rescued the situation by moving him,
Travel in Urmston called us for a quote last but we still had the problem of four days of
week for a family of six who wanted to take ■ TTG would welcome a reply from Abta “lost” holiday to deal with on his return.
Somak’s Cheetah Safari during the Great Instead of blaming the hotel, which many
Migration. Later, the client called Somak direct CAA Atol scheme protects other companies would, they realised their
with the same enquiry. The client was quoted a 20 million holidaymakers supplier had failed and took responsibility.
higher price than we gave to Aspen Travel. The Rock Insurance’s Antony Martin need look back Their apology ensured this client is happy, his
client asked for a discount but, as usual, we said only on the failure of XL Leisure Group last complaints have been recognised and dealt with
we do not offer direct discounts. autumn to see the importance of the Atol and he will be a Kuoni customer in the future.
The client then returned to Aspen to book, scheme in protecting 20 million holidaymakers Too many companies “pass the buck” and
and Karen was delighted. The commission every year (Letters, TTG May 1). lose the client for good. A bit of goodwill will
earned was in excess of £1,500. Following that failure, Atol arranged for leave you out of pocket in the short term, but
more than 200 repatriation flights from 40 will see you prosper in the long term.
Stuart Britton overseas airports, which enabled thousands
managing director, Somak Holidays of holidaymakers to return to the UK at no Rob Kenton, Triangle Travel
cost, and every year the scheme ensures
Can Abta presidents run that all Atol-protected travellers are What do you think?
two jobs at the same time? repatriated and refunded if their travel
It is healthy to have an election for the Abta organiser fails. Letter of the week wins a
presidency, irrespective of some members’ The CAA makes sure that simple, consumer- £20 iTunes voucher
misgivings about a current candidate’s possible friendly advice is available directly to the public
£20
courtesy of the German
bias towards his own consortium (“Rival to face so that they can understand whether or not National Tourist Office.
McEwan in Abta challenge”, ttglive.com). they are protected. The deadline for letters is 10am on Tuesday.
There should be more candidates, if only to Atol holders are required to display the Atol We need your name, job title and company
open up a debate and for them to have the logo to highlight their membership of the address. These will be withheld on request.
opportunity to show what they can do for Abta scheme, but as not all travel arrangements Priority is given to letters sent exclusively to
and the trade at this critical time. sold by Atol holders are Atol-protected, CAA TTG. We reserve the right to edit letters.
However, there is also the question of the advice to the public always makes it very Email: ttgletters@ttglive.com
candidate’s ability to do the president’s job clear that they should ask if all their holiday Fax: 020 7921 8033
justice and to run his or her own company at arrangements are covered before booking. Blog: Or why not have your say online?
the same time. We have seen two previous In the case of Freedom Direct, all customers Write a blog at yourspace-ttglive.com
presidents’ businesses fail during their tenure who had a contract for an air holiday under the
and this must pose the question about whether failed company’s Atol were protected.
anyone can do the two jobs properly.
David Moesli,
Peter Cansick, general manager, deputy director,
Johnson Stevens Travel, Felixstowe consumer protection group, CAA
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