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CMA campaign calls for clarity on travel T&Cs


Ian Taylor ian.taylor@travelweekly.co.uk


The Competition and Markets Authority (CMA) wants travel firms to chec their terms and conditions are fair and to e more ufront aout fees and charges esecially for cancellation.


The CMA launched a ‘Small


Print. Big Difference’ campaign on Wednesday, backed by Abta, The Specialist Travel Association (Aito) and the UKHospitality association. It said demanding a large deposit and refusing a refund if a customer cancels, regardless of the reason, is unfair – as is charging a cancellation fee that bears no relation to the cost to the business. The authority noted terms are more likely to be considered ‘fair’ if it is explained clearly how a charge is calculated.


A CMA-commissioned survey of 2,260 UK adults found 89% felt they should receive most or all of their


money back if a holiday they cancel is resold,


two-thirds  felt travel firms didn’t always make it easy to cancel and one in five of those who had cancelled a holiday felt they had been unfairly treated. CMA research in 2016 suggested 85% of business owners “aren’t familiar with the Consumer Rights Act” covering terms and conditions. CMA director of strategy and communications Paul Latham said: “Fair terms are a legal requirement [and] reassure customers they’re dealing with a company they can trust. Unfair terms can’t be enforced so they won’t protect businesses if challenged.” Abta chief executive Mark


Tanzer said: “A cancellation charge must genuinely reflect the costs of cancellation.”


A CMA spokeswoman insisted: “Stimulating consumer complaints is not the aim of this campaign. The purpose is to help prevent disputes. If you can’t understand your terms and conditions, your customers aren’t likely to.”


› fairterms.campaign. gov.uk


› Comment, page 28 Benjamin Coren


benjamin.coren @travelweekly.co.uk


ailor ade rael is on trac to grow sales from  million four years ago to more than  million.


The Travel Network Group member forecasts a £10 million increase in high street turnover for 2019. It made sales worth £20 million last year, up from £12 million in 2017 and £1.2 million in 2016. Two upcoming openings in


central Cardiff and Newport, last year’s acquisition of four-branch Regal Travel and last month’s announcement to buy Cardiff’s Blue Skies Travel takes Tailor Made’s retail network to 18 shops. Chief executive Simon Morgan said the success was down to repeat custom, social media, networking and word of mouth. “The key to succeeding on the


high street is to not view your properties as only high street stores,” he said. “As footfall drops it is vital each store grows alternative sources of revenue.” He added: “In the same way that we all have our


“As footfall drops it is vital that each store grows alternative sources of revenue”


favourite hairdresser or waiter, [customers] keep coming back because of the very personal nature of this business. I will bend over backwards to ensure my team morale is always 100%.” The miniple is undergoing a management reshuffle as it plans further expansion, with store managers given extra commercial responsibilities across the wider business in areas such as cruise, touring, training and finance. It has hired two new store managers: former Collette business development manager Tony Mahoney, who will lead the Canton branch in Cardiff, and ex-Tui retail manager Tracey Hultberg, who will look after the Newport branch. Tailor Made Travel aims to have 22 shops in 2019, which would make it the largest agency in Wales. Morgan has plans for openings in Cwmbran, Cardiff and Swansea. Regal Travel will switch branding to Tailor Made Travel in June.


18 April 2019travelweekly.co.uk5 3 STORIES HOT


Morgan: Customers come back for the personal service


Tailor Made set to hit £30m in sales


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