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GET The best of your letters, comments and social media this week
Emma Savage @TCEmmaSavage Travel Counsellors I’ve been seeing tweets about a certain tour operator whose customers are very unhappy. I won’t use this operator because, while they have very competitive prices, their service/ aftercare is non-existent. And I’m now feeling assured I made the right business decision.
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Refunds: CAA should pull the plug now on operators
Story: Thomas Cook collapse triggers record £350m in Atol payments If the CAA allows vouchers to happen then it needs to be ready for all the inevitable future failures, which will make that of Thomas Cook last year seem tiny. Much better to pull the plug now while no one is overseas, rather than kicking the can down the road and adding repatriation costs to the taxpayer bill later. This way customers would get their money back and would retain confidence in the system. The travel industry will quickly reinvent itself. Peter Jones
Advantage Travel Partnership @AdvantageHQ “Our agents are in the firing line all the time, they are having to have some very difficult conversations with customers around refunds. This remains the single biggest issue among many others right now.” Advantage chief @jlo_said tells @travelweekly about supporting members
Queensferry Travel @queensferrytraveluk
Our Lola will be cheering on our amazing NHS and key workers this evening at 8pm. Lola and Harry also doing a challenge to walk 5 miles and donate to the NHS.
Money back: I feel suppliers don’t care about agents
Story: Agents face growing anger from customers over refunds It’s a daily battle. Some suppliers can only be contacted by email and won’t even acknowledge our emails. I’ve had angry clients and it doesn’t matter how well I know them, they still think we are withholding the money. Clients purchased from us, but suppliers are making up their own rules. I feel like they don’t care about frontline
agents. This is ruining our reputation. Can I just say the cruise lines, however, have been fantastic. Caroline North, Thornton’s Travel
This situation is bringing out the best in many but the worst in some. Agents, operators and airlines, thank you for what you’re doing. Personally, I’m very grateful for the help I have received so far. Lynne Carnell
GET SOCIAL: Email letters to
editorial@travelweekly.co.uk. Please write ‘Get Social’ in the subject line. DEADLINE: Midday Monday. All
correspondence must be accompanied by a name, job title and company address; these will be withheld on request. Please limit letters to 150 words maximum. We reserve the right to edit for brevity and clarity. Other comments taken from
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GET SOCIAL:
travelweekly.co.uk @travelweekly travelweeklyuk @travelweeklyuk 23 APRIL 2020 21
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