NEWS YOU NEED TO KNOW 1


Abta’s definition of a bonded travel agent


“Abta agents are bound by the terms of Abta’s code of conduct, which is intended to ensure the highest standards of customer service and also covers all relevant legal requirements. “This provides a high


degree of reassurance for customers and suppliers, and Abta operators also benefit from the security for pipeline money provided by bonding. “All of this means the


Amanda Matthews: ‘It’s not fair’


public look out for the Abta logo, and that many suppliers will not allow non-Abta agents to sell their services.”


Agents hit out at suppliers paying as much for ‘referrals’ as sales


Juliet Dennis and Lucy Huxley


Full-service agents have hit out at suppliers for giving the same commercial terms and rewards to a growing number of non-bonded agents.


They say non-bonded agents


receive the same treatment – from commission to fam trips – without paying for an Abta bond, Atol, consortium membership or handling payments. There is no legal requirement


to join Abta and there is no suggestion unbonded agents are operating illegally. But Amanda Matthews, managing director of Designer Travel, said: “How can we be a professional industry with all these unlicensed people


operating? They don’t take the clients’ money – they pass their details and payment straight to the operator – so it’s the operator’s Atol that will cover the money. “Who issues the paperwork and


who deals with any problems? “Yet certain suppliers treat unbonded agents the same as us. They are invited to the same events and win awards. These individuals are taking all the credit for being a travel agent with zero financial responsibility or costs. It’s not fair.” Kathryn Thompson, owner of


Elite Travel Boutique, agreed: “The growing number of non- bonded agents is worrying. We are woring on different playing fields. I don’t believe we have the same levels of protection or service – and the remuneration from the supplier is unfair. Bonded agents are


4travelweekly.co.uk21 February 2019


paying for Abta and Atol insurances and often consortium fees that give extra assurance to clients.” Some called for a system that


makes clear the difference between bonded and unbonded agents – and operators pay accordingly. Nick Samuels, managing director of Ashdown Travel, said: “My issue is whether it is ethical. I believe there should be a differential of what a bona fide agent is versus someone who is just introducing a client to an operator.”


Thompson said: “Consumers


are not aware of what non-bonded agents are. With such high-value holidays in the luxury sector, it could be an expensive mistake if something went wrong.” Matthews blamed suppliers for


working with non-bonded agents, rather than the individuals. She


called on suppliers to work only with agents who are members of travel associations or pay them a lower ‘referral’ fee. One operator that works with such agents is Carrier. Managing director Mark Duguid said: “Our mix of non-Abta agents is a very small percentage of our trade business. To be a Preferred Partner and benefit from increased support, such as fam places, is about the level of business rather than the agent’s cost model.” Paul Cleary, managing director of Caribtours, said: “We pay less-favourable commercial terms [to unbonded agents] but those we do work with get invited to our awards and fams. The amount of business we do with them is inconsequential but if this is becoming an issue, we’ll review it.”


PICTURES: STEVE DUNLOP; SHUTTERSTOCK


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52  |  Page 53  |  Page 54  |  Page 55  |  Page 56  |  Page 57  |  Page 58  |  Page 59  |  Page 60  |  Page 61  |  Page 62  |  Page 63  |  Page 64  |  Page 65  |  Page 66  |  Page 67  |  Page 68  |  Page 69  |  Page 70  |  Page 71  |  Page 72  |  Page 73  |  Page 74  |  Page 75  |  Page 76  |  Page 77  |  Page 78  |  Page 79  |  Page 80  |  Page 81  |  Page 82  |  Page 83  |  Page 84  |  Page 85  |  Page 86  |  Page 87  |  Page 88