Agents slam lines’ price pledge Harry Kemble


Agents have hit out at a direct price guarantee from P&O Cruises and Cunard, claiming the promotion undermines the trade. Passengers who book direct


through either line, then see a lower price advertised by any agent within 24 hours, will either receive a refund or onboard credit for the difference. Some agents accused the lines


of favouring direct sales over trade bookings, while others raised concerns about the long-term impact of the Price Promise promotion, which began on December 18 and will continue indefinitely. One, who asked not to be named,


called the price guarantee “anti-agent”. He said: “We’re very concerned


and feel it is going to undermine agents. It is the most uncommercial decision.” The agent hopes to pressure


the lines to reverse their decision, adding “four or five” fellow agents had called him with concerns. “It is very frustrating,” said


another agent. “The customer will just think ‘why book through an agent?’ I thought we had gone beyond this point.” Jordan Brewer, Worldwide Cruises


UK sales manager, said the price promise sends “a strong message” to consumers to book direct. The Travel Village managing


Hays closes 10 former Thomas Cook branches


Lucy Huxley


Hays Travel has closed 10 former Thomas Cook branches weeks after opening them following the retailer’s collapse. Chair Irene Hays said the agency


was “having trouble recruiting in some places”. Hays had reopened 461 of the 553 ex-Thomas Cook branches after the giant failed but, as of 5pm last Friday, that had fallen to 451. “We hoped we would be able to


keep these open,” said Hays. “We had transferred Hays Travel staff to them from existing branches, but about three


4 19 DECEMBER 2019


weeks ago, we started to hear concerns from the managers of those branches that they needed their team members back in time for the January peaks. “We thought we would get


enough staff, but we just haven’t got enough. It was like taking one step forward but two steps back. Those staff that we seconded to the affected Thomas Cook shops are back in their original Hays Travel stores.” Hays said there had been no job


losses, and that recruitment was still under way across the country. Asked if the affected shops


would be closed permanently, or


temporarily, Hays said: “In some instances, it will be permanent.” She said units will “go through a


process” to determine whether they will be handed back to the Official Receiver, which would open the door to other parties taking them on. Alistair Rowland, chief retail


officer for specialist business at Midcounties Co-operative, had declared interest in taking on some units after Cook’s collapse. He said: “We’re watching with interest what happens. We remain firmly in contact with those landlords as we were early on, and those stores we picked out


We feel it is


going to undermine agents. It is the most uncommercial decision


director Phil Nuttall suggested the move could be to discourage agents discounting and may have “an adverse effect” on trade bookings. Alex Delamere-White, P&O


Cruises’ vice-president of sales and marketing, said: “We want our guests, through whatever channel that they book, to have reassurance that their holiday is being booked at a great price. We continue to offer a level playing field.


“Our consumer offers are


available through any channel and when we have talked to travel agents, they have respected that we are providing reassurance in times of uncertainty.” He added: “The travel agent is


still a significant channel for business. We are committed to the UK trade.” When asked if the Price Promise


was to discourage discounting, Delamere-White reiterated that it was simply to “provide reassurance” to customers. P&O Cruises and Cunard are


also looking at introducing a phased payment scheme for direct sales, which is already offered by some agents.


John and Irene Hays


originally remain targets.” Asked if she envisaged more


closures, Hays replied: “We will look at how they trade in January.” She added that “a handful” of other stores could yet open by Christmas. There are now “hundreds” of


ex-Cook stores with Hays signage. Permanent fascias were put up on stores that had entered into new leases. Temporary signs were used where existing leases were taken on. Hays is planning a multimedia


campaign next month on TV, radio, social media and in print, focusing on the brand and price.


travelweekly.co.uk


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