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Abta slams PTRs’ requirements on phone bookings
Ian Taylor
ian.taylor@travelweekly.co.uk
The information requirements for phone bookings under the new Package Travel Regulations (PTRs) are “ridiculous” and “irrelevant”, according to Abta, which is advising members against fully complying.
Abta director of legal services Simon Bunce told a Travlaw Package Travel Seminar in London on Tuesday: “If you don’t do this strictly according to the regulations, there isn’t much consumer detriment, but trading standards may get uppity.” The regulations, which came into
force on July 1, require customers to receive extensive information before completing a booking. The PTRs spell out the
information an agent or operator “must provide the traveller… using the form and wording set out” where “the contract is to be concluded by telephone”. It runs to 580 words in addition to 18 pieces of information on
booking and contact details. Travlaw partner Farina Azam said: “It isn’t great from a customer- booking perspective. Legally, you should read out all the information, but it would take a long time. You need to work out how to fit this into the booking flow. We have clients who email customers during a phone booking.” If a client doesn’t have email, she
advised “read out the key points”. Bunce said Abta had told the Department for Business (Beis), which is responsible for the regulations: “This is ridiculous.” But he said: “Beis is adamant you have to read this out.” He suggested members “have
this information on your website and in your brochure” and refer to it “as a part of your script”. He added: “There is a risk you could be prosecuted by trading standards, but it’s a low risk. It’s telling you the benefits of booking a package. The customer gets these rights anyway. It’s irrelevant.” Failure to provide the
information is technically an offence and could lead to a fine.
Simon Bunce:
‘Trading standards may get uppity’
WINNERS: Lee Ashton, Joanna Ollerton and Rebecca Baldwin
AAAs honour the cream of the crop
Travel Weekly reporters
This year’s finest frontline agents were honoured at Travel Weekly’s Agent Achievement Awards, which attracted a record number of more than 900 attendees.
Tui’s Lee Ashton won the
coveted Leisure Agent of the Year award, while Joanna Ollerton, of Co-operative Travel (Midcounties), was named Leisure Manager of the Year, and Thomas Cook’s Rebecca Baldwin was voted the Young Leisure Agent of the Year. Awards were presented to large and small agencies in more than 30 categories. Businesses were also honoured for their websites, promotions and use of social media. Ashton, who works in the Bolton
branch, said: “I look after my customers – I’m like a best mate. They trust me with their money because I’m the one who can send them on a trip of a lifetime. So I always strive to give them what they want.” Ollerton said: “This is the pinnacle of my career – and
I’ve been in travel for 36 years. I feel absolutely fantastic. I didn’t expect this at all.” Baldwin, who was only one
week away from completing her apprenticeship when she won the award, said: “It just shows what you can achieve if you work hard. I’m loving being a travel agent and looking forward to building on this award.” This year’s Outstanding
Contribution to the Industry award was shared by Sandra Corkin, managing director of Oasis Travel, and Miles Morgan, managing director of Miles Morgan Travel. Both also celebrated awards for
their agencies, with Miles Morgan Travel picking up trophies for overall High Street Agency – Large Agency, and South West England, and South Wales – Large Agency, and Oasis Travel bagging the award for Northern Ireland – Small Agency. Comedian Rob Beckett hosted
the evening and presented the awards alongside Travel Weekly
editor-in-chief Lucy Huxley. › AAAs winners, page 14. Full pictures and coverage will feature in next week’s issue
19 July 2018
travelweekly.co.uk 5 3 STORIES HOT
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