INSIDE THIS
WEEK Contents
NEWS Hot Stories
Agents slam BA handling of tech fallout; BA to impose £8 GDS fee; Fund set up for family of Westoe victim of Manchester attack; Avis Budget sets up Beep portal; Leven tips hike in cruise fares at Clia 2017
Round-up Nominate for Shine; ‘Bogus’ counterclaim WIN!
A place on one of 11 fam trips to Canada to celebrate 150th anniversary page 38
Special Reports Clia Conference 2017, Southampton Global Travel Conference 2017, Spain Face to Face: David Cameron Hall of Fame awards night photos
Talk Back ‘School’ prices; pay gap; Botterill; Trump
NEWS YOU CAN USE Product Vacations to America, Premier 23
Operator Gambia Experience, Jet2CityB’s 24 Cruise Celebrity Cruises, CMV, Regent
26 Cruise AmaWaterways, Royal, Azamara 28
FRONTLINE Comment Andy Freeth: If I were PM...
10 12 14 16
18 08 04
ny business can suffer a crisis. It’s how a business responds that is important. So it’s unfortunate those caught up in British Airways’ IT failure at the weekend had anything but praise for the airline (page 4). ITV news broadcaster Chris Ship was one of 75,000 BA
A NOTE FROM THE EDITOR BA in reputational tailspin A
passengers hit by the delays. Chris moderated last year’s Abta Travel Convention and will do so again at this year’s convention in the Azores in October. So I followed his tweets from Heathrow’s Terminal 5 on Saturday with interest. Chris’s tweets grew increasingly fraught as he received no
information. “No check-in. No bag [drop] working. Queues everywhere. Planes cancelled. No information. No help, not even a Tannoy announcement,” he wrote. Later he fumed: “The worst thing was the communication.
We were getting updates via news media. Nothing from staff at airport. Nothing on BA’s Twitter.” His passing shot was: “Everyone has condemned the way @britishairways handled this.” It seemed to summarise the episode. Agents were no less frustrated by the lack of information
from BA as they worked tirelessly over the bank holiday to rebook customers. An apology and thank you to the trade from BA on Tuesday came a little too late given that on Friday the airline revealed plans to impose an £8 fee on all GDS bookings by agents (page 5). Customers and agents deserve a lot better from such a
massive company, with such a powerful brand. Clearly the airline didn’t have all the answers immediately, but to pull down the shutters was surely the worst possible response. BA’s reputation has been severely dented.
If it wants agents to help restore its image, it could do with showing them more respect.
Day in the Life James Bailey, Legoland Mystery Shopper Croydon, south London 46
COVER PHOTO From left: Jonathan Wilkes, The Wilkes Academy; Judy Scott, Miles Morgan Travel; Andy Harmer, Clia; Stella Ellicott, Thomas Cook; and Nick Weir, Royal Caribbean International Photo: Steve Dunlop
DESTINATIONS Caribbean
Antigua: A perfect pace in paradise
Active & Adventure Tanzania by bike: Cycling and safaris
48 Wow factor: Resorts to take breath away 57 64 Sports holidays: Resorts for sporty types 69
BUSINESS NEWS Phocuswright Europe 2017
Three-page report from Amsterdam Jun 1 80 WHAT
LUCY DID THISWEEK
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Lucy Huxley Editor-in-chief @Lucy_Huxley
Was devastated to learn of the death of one of our own, Chloe Rutherford of Westoe Travel, in the Manchester Arena bombing.
Had a great tour of Cunard’s remastered QM2 and Royal Caribbean’s Navigator of the Seas at the Clia Conference in Southampton.
Enjoyed performing as ‘Sandy’ from Grease, opposite Andy Harmer’s ‘Danny’, as part of the end of the Clia Conference show!
1 June 2017
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