NEWS


Angry customers spark agent tears


Juliet Dennis


Agents are facing increasing levels of anger from customers and in some cases are being reduced to tears as frustration over unpaid refunds boils over. Luxury Travel Gurus owner


overnment stalls Alok Sharma is


doing nothing. We need action now. This is not a game


Germany suspended the requirement for airlines to refund customers for cancelled flights, ignoring EU regulations on air passenger rights. An industry source said: “What


Abta is proposing is spot on with what the EU justice commissioner has said. We’re all waiting for government guidance.” Card giants Visa and Mastercard


have said they support “merchants offering ‘reasonable alternatives’ [to refunds]”, but it’s up to consumers whether they accept these. However, Mastercard notes cardholders “may need to accept a voucher” if the government acts. A spokesman for financial


services association UK Finance said: travelweekly.co.uk


“Customers should refer to Abta and Atol for guidance on cancelled holidays.” UK Finance guidance notes “chargeback is not a legal right” and advises consumers “there are no guarantees . . . the trader will accept you are justified in having money back.” However, it makes no reference to the current extraordinary circumstances. Abta is advising members to


cancel bookings two to three weeks in advance despite Foreign Office advice against travel “for an indefinite period”. The source said: “Most


companies are struggling because of the number of bookings affected.” The Abta guidance includes


briefing notes for frontline staff, advising they tell customers: “Refund Credit Notes are being used in response to the coronavirus crisis because travel companies can’t provide cash refunds immediately


to all customers.” i Chargebacks advice, page 35 i Abta guidance, back page


16 APRIL 2020 5


Jenny Jackson said members of her Facebook group ‘Travel Agent Rants and Raves’ were reporting rising abuse from clients who wanted their money back. She said: “Customers are


getting angry. They hear [travel journalist] Simon Calder or [MoneySavingExpert founder] Martin Lewis saying they are owed a refund in 14 days and are getting so frustrated and tired of waiting. It’s really hard. Our hands are tied. “Our clients are our future,


but they, and we, are running out of patience. Agents are being reduced to tears as clients shout and direct abuse at them; no one deserves this.” Shelley Menzies, administra-


tion manager at Essex-based Adore Holidays, is one of many agents to have witnessed clients’ tempers flaring. She said: “I’ve had a couple of


people screaming down the phone at me and getting quite aggressive. I try to explain how the process works so they understand.” Emma Brook, a sales consultant


at Hays Travel’s Manchester Market Street branch, said it was harder to deal with angry clients at home. She added: “At work you can


control it better, when you are face-to-face with clients.” Agents also reported being


taken to task by clients who work in the legal profession. Travel Bureau joint managing


director Jeanne Lally said: “We have got customers who are barristers and lawyers and just keep quoting the Package Travel Regulations at you.” Mehul Desai, senior travel


consultant at London-based Caspian Seagull Travels, said: “One client wanted a legal document before I made a date change. I’ve had to ask people to calm down. It’s not nice but it’s no one’s fault.” Jackson said she felt


“disappointed” the industry had failed to put out a message to the public about how hard agents were working behind the scenes, and called for regular communication updates from operators.


Agents are reporting growing abuse from clients seeking refunds


PICTURES: Shutterstock


PICTURE: Shutterstock


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