FRONTLINE


colin burns branch manager, Hays Travel, Gateshead


Well, as Henry V would say: “Once


more unto the breach dear friends, once more.” This has become a daily team talk


mantra for us, along with classics like “Groundhog Day”, “I’m a Travel Agent – Get Me Out of Here” and even “Let’s call the whole thing off”. Every morning has an element


of “What next?” as we grapple with the latest round of problems, bad press and unfounded rumours. Of course, airport queues,


delays and cancellations must be a nightmare for those affected. For many it is a double whammy as it will be their first time going away since 2019 and they will expect things to be pretty straightforward following the relaxing of Covid rules. In retail we have an advantage over our airline and airport colleagues when it comes to breaking bad news to customers because we have a relationship with them, so they are less likely to blame us. But airport staff are almost anonymous beings, bearing the brunt of the anger.


ANGER MANAGEMENT As much as I can understand people’s frustration, does that give them the right to abuse airport and airline staff? Absolutely not. If a passenger misbehaves on a flight, drinks their own alcohol or is abusive, they will almost certainly receive a ban of some sort. In my view, those who are giving airport staff a hard time should suffer the


travelweekly.co.uk


Every morning has an element of “What next?” as


we grapple with the latest problems


same punishment. The fact that everyone is looking for someone to blame is a natural human reaction, but totally unhelpful at this stage. Airlines, airports and government need to be 100% focused on solving the issues now, and the inquest can take place once passenger disruption has eased. And while solutions are being sought, the decision makers really must consider the impact their choices will have for staff on the ground, the ones who have to deal with travellers face-to-face. Of course, media focus is very much on the airports and airlines that are worst affected as clearly


AGENT


this makes for better viewing, and no one is talking about those airports that are coping well with the bounce-back.


SOME GOOD NEWS I have to say a massive well done to my local airport, Newcastle, as it doesn’t appear to be suffering from anywhere near as many of the major problems others are having. Lots of my customers flying from


here report getting from car park to departure lounge in around 30 minutes with only a few short delays. Why can’t the media report this? If they did it might stop some of the calls we get along the lines of “I’ve seen on the news that airline X from airport X is cancelling flights. I’m flying with airline Y from airport Y in October 2023 – will mine be cancelled too?” Such queries might at first seem


irrational to us, but these customers have a genuine concern and need reassurance. As I say to my team: “You may have heard that question 50 times today, but it’s the first time this customer has asked it.” So, as we battle through the latest


crisis, I urge you to stick together and look out for one another. Let’s hope our team talks are soon filled with renditions of “Don’t worry, be happy”, “Good vibrations” and “Oh, what a beautiful morning”.


SILVER SERVICE


By the time you read this, I will be on board Azura celebrating my 25th wedding anniversary and renewing vows with Mrs B – and before any wisecracks, I agree it is definitely her who deserves the medal! P&O has been great at keeping us up to date with the latest protocols


around pre-boarding and what to expect while on the ship, with regular emails outlining exactly which paperwork we need and how to get it. I’m confident that Newcastle airport and Jet2.com can keep up the great work they have been doing recently and make our journey to Malta a


straightforward and enjoyable experience. I will let you all know in my next column.


Azura 9 JUNE 2022 25


SharonDavidKimCarla Clare SharonDavidKimCarla Clare diary diary


Colin


Colin


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