p18 Columnist Sept18 15/9/09 17:33 Page 18
news comment
ttglive.com
Jill Gardner Hays Travel
“In times of pressure such
as we are now experiencing,
innovation and the fight for
survival step up a gear”
I
struggle to believe that a year has passed for the winter months should have started way
since the failure of the XL Leisure Group. before now and those businesses that have not
Unfortunately, many clients are still forecast a worst-case scenario this winter may
waiting for refunds, including some of find themselves exposed.
ours at Hays. I just hope that the lengthy and Booking trends have changed so much over
complex process that our clients have had to the past two years compared with what we are
go through to make a claim, for something used to seeing in the industry. At Hays, we have
beyond our control, has not damaged our experienced an extremely late surge in bookings
reputation as travel agents. over the summer – the latest we have ever
It is very difficult for us as agents to experienced. Clients seem to be prepared to
understand the complexity surrounding wait to book their traditional package holidays,
these claims, let alone expect our clients whereas in the past, summer package holidays
to understand. Our team at head office were booked months in advance.
continues to take a large number of We are also, however, seeing so many more
calls on a daily basis, seeking an niche agents entering the market, which is
update on the status of their claims fantastic. The majority of new Hays Travel
and where their money is. Independence Group members seem
As the dreaded winter trading months to be carving out a specialism – and
approach, I hope that we don’t see succeeding at it.
the much-speculated failure of more Competition is fierce in the
businesses – operators or agents. mainstream market, and with
Unfortunately, the state of the market pressure on margins, our
over the past year, along with the next members in their niche markets
few cash-strapped months, means we will are succeeding in bucking the
inevitably see more casualties. The need trend.
for a definitive outline of where responsibilities I have been surprised, encouraged and
lie in the event of a failure is now well inspired by the enthusiasm and originality of
overdue, and I’m sure would be most welcome some of the niche agents that have joined Hays
by agents. this year.
The need to manage cashflow effectively is It seems that in times of pressure such as we
more important than ever and internal controls are now experiencing, innovation and the fight
in times such as these are even more essential. I for survival step up a gear.
am sure that a lot of agents are buoyed by the
surge in late bookings, but this is a short-term Jill Gardner is commercial director at
cash-management boost. The need to prepare Hays Travel
18 18.09.2009
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