Abta affirms policy on FCO advice Ian Taylor


Abta was poised to write to members this week confirming customers’ right to refunds when the Foreign Office advises against travel amid a growing dispute with leading online agency members. The association’s membership


committee was also due to review, under Abta’s code of conduct, the refusal by On the Beach and Loveholidays to refund customers’ flight costs to Spain unless airlines cancel flights and pay refunds. The Abta board reaffirmed


the policy last week, saying: “Abta members should offer refunds to


package holiday customers where the Foreign Office advises against travel.” However, On the Beach defended


its stance and urged Abta to “consider updating” its policy. In a message to customers, chief executive Simon Cooper said: “Abta is not a regulator or a lawmaker. Industry practice is not law.” Cooper pointed to the FCO


website which tells consumers: “The decision to cancel or reschedule a flight, holiday, tour or excursion can only be taken by the travel company and the customer. The question of refunds . . . must be resolved between the customer and the airline, tour operator or travel agent.” An industry source said: “The


EasyJet Holidays starts selling through agents


Juliet Dennis


EasyJet Holidays has started selling its packages through the trade. The operator, which relaunched


its holiday business last November, has gone on sale with a “handful” of trade partners initially but will be available through 3,000 agents by early September. The long-awaited rollout follows


deals with Hays Travel, Hays Travel Independence Group, Travel Counsellors, The Advantage Travel Partnership, The Travel Network Group, Midcounties Co-operative Travel and Protected Trust Services. The company, until now bookable


4 20 AUGUST 2020


only direct online, had committed to selling through the trade but postponed a launch in the spring due to the Covid-19 pandemic. Chief executive Garry Wilson


said: “We’ve worked behind the scenes for a number of months to make sure we have the structure to support the trade but without lots of overheads. We’ve aimed to keep costs down and prices down to give a product the trade can get behind.” The operator has added a trade


portal on its site with products for partners to book and answers to common questions. It has already hosted more than 3,000 agents on webinars, and held


If Abta says ‘It’s too


difficult’, it’s the end of credibility with the consumer. This has huge consequences


legal arguments can be argued out in court. This is about the right to a refund. Abta stands behind that right. If we undermine that principle, the burden falls on the consumer to travel against Foreign Office advice or lose their money. “Members are entitled to ask


Abta to change its policy. [But] the vast majority of companies are


refunding normally. If Abta says ‘It’s too difficult’, it’s the end of credibility with the consumer. This has huge consequences. It’s about the consumer not being forced to travel against government advice, regardless of what the industry thinks of that advice.” Abta chief executive Mark Tanzer


said: “[The clarification] will reassure customers who book with Abta members that the protections of the package holiday still apply. While we recognise the pressures faced by members, the board’s position is in the best interest of customers, of the membership as a whole and of the


package travel industry.” i Business: back page


EasyJet Holidays marketing materials


agent partner days earlier in the year. The launch will be promoted


in 1,800 agencies’ windows and supported by marketing materials across social media, customer emails, in stores and on partner websites. A TV advert, first aired last year,


will be adapted, with messaging added about travel agents and made available to share on social media. Agents will be supported remotely


by dedicated trade staff rather than an on-the-road sales team. Wilson said: “It’s important we get feedback as to whether the model is working.” The operator will not offer price


parity across holidays sold online and through the trade but said agents can


“play with commission as they choose”. Wilson said: “We have offered


high commission and non-parity. The value the agent can add versus the price they will sell [at] will help. I would hope agents will bring us new customers; I don’t think we will see much crossover [with direct clients].” He stressed prices were


competitive, in part due to direct contracts with hotels, with £60 deposits and 23kg luggage allowance. Hays Travel co-owner John Hays said: “This is very good news for our


customers and for the whole industry.” iWatch our full webcast interview with easyJet Holidays’ Garry Wilson at: go.travelweekly.co.uk/webcasts


travelweekly.co.uk


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