NEWS and suppliers rebook customers and rival operators and airlines defend price hikes
Check-in desks at Gatwick were closed
CAA officials help passengers at Majorca airport on Monday
up for customers It’s a time in
the industry where everyone is pulling together during a difficult situation
director Miles Morgan was on the shop floor ringing clients aſter Cook’s failure. He said: “Most people were on standard packages so there is a tried-and-tested formula with the CAA. Te difference here is the scale.” Premier Travel, which has 21 shops in the East of England, set up an emergency helpline and put back- up plans in place as early as Friday. Director Paul Waters said 500
customers were affected, including 50 forward bookings in the next week and 100 already on holiday. He said: “It’s a time in the industry where everyone is pulling together during a difficult situation.” Steve Wit, co-founder of
homeworking firm Not Just Travel, said: “We had lots of calls and emails from non-Not Just Travel customers looking for help.” Consortia stepped in to support agent members. Te Advantage
travelweekly.co.uk
Travel Partnership set its 24/7 Operator Failure Plan into action on Monday, alongside a dedicated page on its extranet for agents to check for updates. In-house tour operation Advantage Holidays assisted members rebooking with other suppliers. Chief executive Julia Lo Bue-Said
said: “Our focus is on supporting our members to ensure their customers return home and those who have booked holidays are still able to enjoy their much-anticipated break.” Te Travel Network Group
also opened a support line for its members and called in its team over the weekend in preparation. Chief executive Gary Lewis said:
“It is now the role of our membership to serve those customers who are due to travel, and I know they will do an amazing job of managing that as sensitively and professionally as they can.” Abta created a microsite with
advice for members. Have you been affected by
Thomas Cook’s failure? Email:
editorial@travelweekly.co.uk
Operators and cruise lines rebook flights
Cruise lines and tour operators worked round-the-clock to salvage holidays with Tomas Cook flights this week. Suppliers also called customers
who booked with Cook agents as the fallout from the firm’s collapse continued this week. Operations teams reported
painstakingly going through each booking to ensure clients’ holidays go ahead as planned. Sunvil had about 1,000
passengers affected. Managing director Chris Wright said the operator had “all hands on deck” as it implemented a “tried and tested process”, adding: “Te operations team has been up all night and the sales team came in to take over.” Giles Hawke, Cosmos
and Avalon Waterways’ chief executive, said about 150 customers were affected across the two brands and sister brand Globus. “We have got a procedure to
deal with crises; we go through it very methodically, with the
closer departures first,” he said. “We have spoken to all affected customers. Tey were delighted to hear from us and that their holidays are taking place.” Tui and its all-inclusive brand
First Choice cancelled bookings that included Cook flights, and set up a helpline for customers – prioritising those travelling before October 31. Travel 2 stayed open until
9pm on Monday night and opened earlier at 8am on Tuesday to assist agents with booking queries and support. P&O Cruises said staff were
contacting passengers with packages booked through Cook and were “sourcing alternative flights” where necessary. MSC Cruises urged customers due to travel within the next fortnight to get in touch. Ticket provider ATD Atractions said it had reduced cancellation fees to 10% (from 50%-100%) on fully-paid bookings and would waive admin fees for customers wishing to change dates.
26 SEPTEMBER 2019
7
PICTURES: Enrique Calvo/Reuters; Peter McDiarmid/Shutterstock
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