p24-25 letters Jun26 23/6/09 17:33 Page 25
ttglive.com
letters
Thomas Cook Corfu reps face New York tourist board failed Cruise lines have no power
farcical legal system in Greece to help me plan a booking to cap agents’ discounts
Many high-profile people currently working in I had a lucrative booking for a group of 10 While I am sympathetic to Emma Williams –
the travel industry cut their teeth working as clients travelling to New York for a week later “The Bad Boy of Cruise is right about cut-throat
reps and managers in Corfu during the 1980s this summer. They asked me to put together a discounts” (TTG June 19) – she exemplifies a
and 1990s. It was well known to be one of the detailed sightseeing itinerary common misconception among smaller
most difficult places to work in Europe for I attempted to contact the New York tourist independent agents.
numerous reasons. board for help. After asking various operators Under UK law, we cruise lines cannot legally
As health and safety legislation became for a contact and searching the travel press and “cap the amount of discount allowed”, so we
stronger in the 1990s we all potentially “signed online I found the agency, Hills Balfour Synergy, have no formal authority over prices offered to
our lives away” checking properties on the in the UK. consumers.
island and filling in forms. I emailed to explain that this group wanted to I cannot say that we find some retailers’
It resulted in improved standards of health see as much of the city as possible, pre-booking margins very sensible in terms of their long-term
and safety on the island – a good thing, of course. tours where they could, and I needed to talk to business development, but that doesn’t mean
However, for two reps to be charged and hauled a representative to help me plan their trip. that we, or our industry colleagues, are to blame!
though the complex Greek legal system is In response I got: “If you would like an Just as the grocery trade settled down –
farcical. There are many people more culpable official visitor guide, map and travel planner and, surprise surprise, there are still lots of
than this, none more than the property itself. sent to you, please send us a stamped independent shops despite the concerns
The whole scenario makes me think “there addressed A4 sized envelope to the value of regarding supermarkets – so the retail travel
but for the grace of God went I”. I am sure £1.50 to the below address.” trade will also find a balance in due course.
there are many others who passed through This lack of personal support is incredulous at Stop looking for scapegoats, Emma!
Corfu over the years who feel the same. a time when we are all trying to do our best to
encourage clients to travel with us. Nigel Lingard
Helen Furlong marketing director, Fred Olsen Cruise Lines
sales consultant, Midlands Co-op SkiDirect Jan Cole, senior sales specialist, Spa Travel,
Boston Spa, West Yorks
Reps are not guilty: it’s the What do you think?
system that let them down ■ New York tourist board replies:
The responsibility for the health and safety of I am sorry you feel you were not given a personal Letter of the week wins a
any product lies with the owner, be that a hotel service. This was an oversight on our part: the £20 iTunes voucher
or private villa. standard consumer email response was sent to
£20
courtesy of the German
However, if you are involved in the selling you in error instead of the trade response. National Tourist Office.
chain it is your responsibility to ensure all the Hills Balfour Synergy is the UK agency for NYC The deadline for letters is 10am on Tuesday.
checks have been made and certified by & Company and has been for the last eight years. We need your name, job title and company
professionals. We provide information to the UK trade and address. These will be withheld on request.
How often does a big operator visit a hotel consumer in a number of ways. Visitors can Priority is given to letters sent exclusively to
and check everything? Annually, every three drop by our London office to chat with us and TTG. We reserve the right to edit letters.
years? And surely a rep is not qualified to check pick up maps, call our office, stop by our Email: ttgletters@ttglive.com
gas, the electrics, railing heights, swimming centre in New York, and visit nycgo.com. Fax: 020 7921 8033
pool depth markers and fire extinguishers! We have never had a complaint before Blog: Or why not have your say online?
They can check all the paperwork, though. about our service from the UK trade, and I will Write a blog at yourspace-ttglive.com
The two reps in charge are not guilty of not personally see that your itinerary requirements
doing their job: the system is guilty of not are all taken care of.
giving them the right tools.
Rob Wilson
Danny Crowe sales and marketing director,
marketing director, OPI Group NYC & Company
Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52  |  Page 53  |  Page 54  |  Page 55  |  Page 56  |  Page 57  |  Page 58  |  Page 59  |  Page 60