NEWS


ection were topics discussed by industry speakers in Travel Weekly’s latest series of daily webcasts TRAVEL COUNSELLORS’ STEVE BYRNE


OTHER WEBCASTS THIS WEEK


Steve Byrne


93 airlines that are not processing refunds through the GDSs off sale, and he called on the GDSs to do the same. Usually agents can initiate a


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Byrne calls for changes to airfare protection rules


C


onsumer protection for people buying air travel must be addressed in the wake of Covid-19,


according to the chief executive of Travel Counsellors. Steve Byrne said regulations


needed to be changed after the industry emerges from the crisis. “To me, the fundamental problem


that needs to be addressed is how can you have a scheme of financial protection that protects the customer when they book with an airline either directly or indirectly?” he said. Asked if he thought the industry’s


reputation had been damaged by its perceived handling of the travel shutdown, he said: “I’ve seen some of the headlines. I think they are regrettable, but understandable.” But Byrne warned there was no


guarantee of new protections coming in, adding that the industry was “divided” and its chance to speak with one voice “has probably gone”. “I’m not one to preach, because I


haven’t been proactive in the debate,” he said. “I’ve been so focused on Travel Counsellors and supporting


travelweekly.co.uk


our people. But once we’re through this as a country we’re going to reflect on how we dealt with it. “And within travel, we’ve got to


focus on the biggest problem which, in my humble view, is is how do you protect the customer when they’re making a booking with an airline directly or indirectly? “That is what has caused the


biggest amount of pain for customers and travel suppliers.” He added: “I haven’t spent any


of my time hoping, wondering, planning on the basis that the government will change the rules, because I can’t control it. But I’m really interested in it. And if something happens, I want to capitalise on it, as we have with the government support for self- employed people.” But he added: “Focus on what you can control.” Byrne also said he thought those


businesses operating a trust fund model, as Travel Counsellors does, were in a stronger position and that those which had given good personal service when dealing with cancelled holidays would ultimately benefit.


Mature travel: Lack of insurance is ‘concerning’ More than 30 companies have taken travel insurance off sale, and a dozen more have changed their terms to say coronavirus isn’t covered, according to Silver Travel Advisor. Managing director Debbie


Marshall said: “We are hearing about a growing and concerning number of people who are unable to get insurance. That is not going to put any feeling of confidence into somebody booking a holiday if they cannot get insurance to cover all they need.” She said customers were also encountering problems when renewing annual policies. Iain Powell, head of trade


sales and third-party cruise at Saga Holidays and Saga Cruises, said finding a workable insurance solution in the wake of the Covid-19 outbreak was “top of the agenda” for Saga’s insurance division.


refund claim through a semi or fully- automated GDS system, but Shah said many had moved to a manual, time-consuming, system which he claimed was a “delaying tactic”. He said he had written to the CMA. Shah said it was not acceptable


that airlines “changed the rules”, leaving agents to deal with frustrated clients. “We are firefighting,” he said.


Rail operators: ‘Target your cruise customers’ Agents should tap into cruise client databases to sell rail holidays, a sector which is the “sleeping giant” of travel, say experts. Hazel Mansell, national account


manager for Rocky Mountaineer, said: “Ocean or river cruise guests are a great target demographic to reach out and connect with.” Anna Davies, sales and


marketing manager for Railbookers and Amtrak Vacations, said: “The crossover with the cruise demographic is huge. Rail is very much a sleeping giant.” Mark Smith, founder of rail


GDS refunds: TravelUp takes 93 airlines off sale TravelUp has called on airlines to reinstate the automated refunds procedure through global distribution systems (GDS) as agents face claims from angry clients. Ali Shah, founder and chief


executive, told a Travolution webcast the online travel agent has taken


website The Man in Seat 61, said rail was growing in popularity among customers who are “fed up” with airlines and want to reduce their carbon footprint.


Watch these and upcoming T


ravel Weekly webcasts at: go.travelweekly.co.uk/webcasts


14 MAY 2020


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