Dennis reports


NEWS REPORT


Agents have duty by law to disclose holiday’s suitability


U


Seminar in sesson


nder the latest package travel rules, travel firms must provide clients with information as to whether a holiday is “generally suitable” for those with reduced mobility prior to booking. Te new obligation under the Package Travel and


Linked Travel Arrangements Regulations 2018 also requires companies to provide precise information on the suitability of a trip or holiday, taking into account the traveller’s needs, upon his or her request. But it also puts the onus on the traveller to inform travel


companies of any mobility issues. Ami Naru, head of employment at law firm Travlaw,


believes most companies have provided suitability statements, but said talking to clients with a disability was the best way to “nip complaints in the bud”. “What you should not be doing is saying ‘OK, your


medical restriction is this, I don’t think you should go,’” she said. Naru advised firms to provide as much information as they could on the suitability of a trip, and leave it to the client to decide whether they wish to proceed with the booking. If they decide to go against advice, it is worth asking


them to sign a disclaimer, she added. “Having asked the questions and provided as much information as you can, if someone still wants to book you might want to get that in


Ami Naru, Travlaw


writing, to say there are mobility restrictions but they have decided to proceed,” she said. Marina Snellenberg, Tui Group’s manager for people


with reduced mobility and accessibility, said the company had created its own set of criteria following the new PTR requirements. “What we have found is that because of the complexity of the products we sell, we cannot have one suitability statement. We have had to create individual statements to say if products are suitable or not for accessible customers,” she said.


Gatwick boss intent on delivering ‘caring service’ commercial opportunity’


for customers,” said Veitch. Benefits to businesses include


increased market opportunities; more repeat clients and recommendations; improved financial sustainability; and a unique selling proposition, he said. Limitless Travel chief executive Angus


Drummond urged delegates to embrace this sector, said to be worth £12 billion a year to UK tourism. “I just don’t think there is recognition from the industry of the commercial benefits,” he said.


Being an accessible airport is “fundamental” to Gatwick, according to commercial operations manager Tom Bartlet. Te airport, which handled


670,000 assisted passengers in the last 12 months, has a special-assistance lounge and became the first UK airport to have a sensory room. Bartlet said: “We see it as the right thing to do; it’s fundamental to us. We have to deliver a caring service.” But strategic account director


Nick Galle admited it can be challenging if passengers do not let the airport know in advance


travelweekly.co.uk


Sensory room, Gatwick


of their needs. He said: “It can be challenging if you don’t know customers need assistance. Sometimes the information is not passed on by airlines, but we are trying to work with carriers on this.” He revealed that 30% of people who need help don’t let them know. A new system, which involves


passengers wearing a lanyard to signify they need help, is working, said British Airways accessibility manager Alison Dalton. “Customers are starting to say


the difference it makes. Customers can choose to wear it to signify a hidden disability,” she said.


23 MAY 2019 13


PICTURE: @SVisitBritain/Pawel Libera


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