p32-33 Letters Nov13 10/11/09 18:15 Page 32
Your letters
Bmibaby response: Measures
taken to confirm API input
Bmibaby currently provides several measures
to ensure passengers know they have entered
their API information correctly (Jenny, p39).
Pipeline monies
A confirmation is sent to customers once
information has been submitted in the form
of an updated booking confirmation. And a
reminder email is sent to the agent/customer
before a passenger travels. This email is
specifically about submitting API and we
rest ontwo deals
closely monitor the delivery of this email.
If an agent has a query regarding API then MOST OPERATORS and agents payment, is to take the agent to court
they should contact us directly. misunderstand the law of
LET
or stop trading. But if you fail to
contract concerning customer/
OF THE
TER
send tickets you breach the contract.
Naomi Bustin agent/operator (“Agency protest
WEEK
So it is pointless asking Abta as
communications executive, bmibaby fuels pipeline row”, TTG all it could do is kick the agent out
November 6). of the association. But either way,
Hotels4U response: Jenny’s When booking, the customer enters if the customer has paid, you are
overbookings not intentional into a contract with the operator (customer contractually obliged to perform the contract.
Following Jenny Ley-Meek’s column (TTG signs operator booking form – not agent). The customer is protected in this instance
October 30) on over-bookings, we understand The agent has a contract (agency agreement) as they have done nothing wrong. The agent is
the position they put her in with her clients. with the operator to represent the operator not hiding behind Abta regulations – it is the
Both Thomas Cook and Hotels4U have followed- when dealing with the client. operator that has to comply with the contract
up with Jenny to explain and offer an apology. There are two separate contracts, not one. irrespective of what the agent does, as it is
While we do our best to prevent over-bookings, So when the customer pays the agent he has the operator who appointed the agent to
Jenny is aware these were unfortunately due to contractually paid the operator (travel agent represent them.
late notifications by the hotelier and not inten- is an agent of the operator) and the operator Abta has reduced the amount of pipeline
tional. In each case, we were able to ensure all has to release the tickets as the customer has monies refunded if an Abta agent defaults.
bookings were honoured with alternative hotels. complied with the contract between the Travel Counsellors holds money in trust to
operator and customer. protect both customer and operator.
Teresa Walsh, sales and marketing director, The agent must then send the money to the
Hotels4U, and Lynda Ibbotson, agent services operator to comply with the agency agreement. David Speakman.
director, Thomas Cook The operator’s redress, if it does not receive chairman, Travel Counsellors
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32 13.11.2009
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