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FRONTLINE


TRAVEL WEEKLY GROUP Phone: 020 7881 plus extension number Email: firstname.surname@travelweekly.co.uk


Editor-in-chief Lucy Huxley Managing editor Robin Searle


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Administrative assistant Mikaella Gaitanou 4861 News Executive editor Ian Taylor News editor Ben Ireland Chief reporter Juliet Dennis Reporters Harry Kemble Phil Davies


Samantha Mayling


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Digital content manager David Golledge 4871 Travolution editor Lee Hayhurst Aspire editor Hollie-Rae Brader


Features and Supplements Features and supplements editor Katie McGonagle


Deputy features and supplements editor Laura French


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Special projects writer Natalie Marsh 4831 Production Art director Flora Ioannou Senior designer Emma Winton Chief subeditor Mike Walsh


Senior subeditor Stephanie Krahn Head of production Nick Cripps Sales


Head of sales Mary Rega


Senior account manager Lisa Gaskell On maternity leave Account managers Nick McGreevy David Ramsden


Business development executive Sue Tannatt


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Recruitment sales manager Tanya Read 4830 Events and Marketing Events director Linda Lucas


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Contact events@travelweekly.co.uk Finance Head of finance Richard Monckton Accounts payable Rosemarie McQueen 4847 Publishing Chief executive Duncan Horton 07803 975847 Managing director Stuart Parish


Executive assistant to chairman and CEO Jean Kilcullen


Travel Weekly Group chairman Clive Jacobs


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.


Ê 4862 4897 clive@jacobsmediagroup.com


Delivery and Subscriptions Magazine delivery and subscription enquiries should be directed to Intermedia. Web: go.travelweekly.co.uk/subscribe Email: travelweekly@subscriptionhelpline.co.uk Tel: 01293 312179


TRAVEL WEEKLY GROUP LTD Registration number: 6927031. Registered at the PO as a newspaper. ISSN 2396-8974. Pre-press by CCM and Born. Printed by Walstead Peterborough. Registered address: Travel Weekly Group, 52 Grosvenor Gardens, London SW1W 0AU © Travel Weekly Group Ltd 2020


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 travelweekly.co.uk and facebook.com/travelweeklyuk


GET SOCIAL: travelweekly.co.uk @travelweekly travelweeklyuk @travelweeklyuk 23 APRIL 2020 21


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