p20 Letters page Feb26 23/2/10 18:17 Page 2
Your letters
Give us the power to
Tui: we operate fair pricing
and reward independents
In response to last week’s letter of the week, it
is Tui UK’s policy to match the high street price
help our customers
of both third-party and “sister” brand
(Thomson/First Choice) agents.
Tui UK’s retail division has, over the past 24
months, paid independent agents more com-
mission, particularly those delivering a great
IT REMAINS a problem with many
LET
for many customers who have been performance for Thomson and First Choice. Tui
larger operators that when you
OF THE
TER
affected by the recent advancement UK can confirm it does not offer free insurance
call them to ask a genuine ques-
tion y
WEEK
of “API” and have difficulty with bookings, and it is never policy for First
ou can remain on hold for up accessing their booking online, Choice to undercut Thomson, or vice-versa.
to an hour. The most annoying thing their only fall-back is us, the agent,
is spending several minutes hearing as they can’t get in touch with anyone Helen Deegan
how to make the holiday magical and add lots at the airline. commercial & trading director, Tui UK
of amazing things to the booking, only to be Furthermore, it is unfortunate that a
cut off because “all our agents are on calls at customer has more power to amend their Edinburgh needs flights to
the moment, please try again later”. booking online themselves than use the where people want to go
While I appreciate that like ourselves the service of their agents. This links with the last Following Manny Fontenla-Novoa’s conclusion
lines stay busy, operators should invest in two weeks’ letters saying the larger operators that it’s not worth Cook offering more capacity
more options available to agents that let them are even tempting business direct even after from Edinburgh (TTG February 19), I cannot
amend bookings online or via viewdata – such they have booked with an agent. Give us the agree. I am constantly having to disappoint
as Wish and Firstview, which I never had the power to upgrade our customer services. clients. Since the demise of Globespan, there’s
pleasure of using but ex-agents from the Tui It’s win-win again for the big operators. very little to offer. If Cook does not offer flights
group have advised are wonderful tools. to Alicante, Malaga and such like, many
This problem does not just involve agents: Name and address supplied . customers will be lost to no-frills carriers.
covering some companies. With agents and Name supplied
We all want a level playing operators in a state of limbo this is not helping Instant Holidays homeworker
field on Atol bonding any of us. I think all travel professionals would
Regarding last week’s cover story (Aito call to be willing to contribute to new regulations WHAT DO YOU THINK? The deadline for letters
shop rogue traders), with the entire system in a which will provide greater coverage and will is 10am on Tuesday. We need your name, job
state of disrepair it is not surprising someone is also place agents on a more equal footing. title and company address. Please limit letters
taking a stand. All of us in the industry want to 250 words maximum. We reserve the right to
the correct regulation imposed. Stephen Young edit. Email:
ttgletters@ttglive.com
The DfT should be at the forefront, not only director, Indigo
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20 26.02.2010
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