p6 oct3 1/10/08 21:28 Page 6
news xl fallout
ttglive.com
CLAIMS PROCESSING.
The consequences of XL Leisure Group’s collapse three weeks
CAA to claimants:
ago continue to reverberate through the trade. TTG reports
‘Bear with us’
THE CAA has started work to refund 200,000
customers hit by the XL collapse after the
completion of its repatriation operation.
It asked customers to “bear with us” as it
worked through an estimated 70,000 individual
claims and warned the work would take longer
than previous collapses.
The authority moved on to claims processing
this week after organising 22 flights to 40
destinations to bring home 83,000 customers in
the 17 days since XL went bust.
Just 200 Atol-protected customers who had
booked three to five-week holidays are still
abroad. They have been advised to arrange their
own flights and claim a refund.
Richard Jackson, CAA director of consumer
protection, said repatriation arrangements had
worked “well overall”. He thanked the industry,
XL failure ‘offers
specifically mentioning overseas representatives
of Tui Travel, Thomas Cook and Virgin Holidays.
“We will be reviewing our response so far to
the XL failure to ensure that any relevant lessons
trade big chance’
are learned to ensure that the CAA continues to
offer customers affected by failures such as this
Lee Hayhurst.
you are protected. A lot of agents have not done
one the best level of service,” said Jackson. THE TRADE has been told it must use the fallout that and over the last few weeks have lost a lot of
from the XL collapse to “fight back against the money.”
internet” as consumers flock back to traditional Explaining why Gold Medal decided to stop
PROTECTION.
agents. working with XL nine months ago (TTG Septem-
Co-op threatens
Gold Medal managing director Terry Fisher ber 26), Fisher added: “We are trying to be
told delegates at last weekend’s Advantage responsible; we are conscious of the partners we
to ditch its Atol
conference that the trade must make sure choose to work with.
the revival is not short-lived. “This is a great “It’s important we are all loyal to each other
opportunity for agents to fight back against the and we do not go outside of that relationship
THE CO-OPERATIVE Travel and Teletext have internet,” he said, despite running web-based because at times it’s £1 or £2 cheaper.”
warned they would not renew their Atols if firms flight-only operation Netflights.com. Marc Bennett, Thomas Cook’s director of com-
that traded without a licence prior to XL’s collapse “It’s clear that consumers are coming back to mercial relations, said the turmoil in the banking
got their customers’ claims paid by the CAA. the traditional method of booking holidays, but industry was shaking consumer confidence.
Co-op managing director Mike Greenacre we do not want that to be a flash in the pan.” “For me, this is the time for the industry to pull
said: “If anybody that was doing split packaging Talking about dynamic packaging, Fisher together. We have to present a united front.”
can get their customers’ claims paid by the CAA, added: “It may be cheaper but if you are going
then I will say, ‘Sod it! I don’t need an Atol to go outside of the traditional model make sure ■ Advantage Conference news, starts page 9
either.’ What would be the point?”
He said the government needed to give clear
instructions on the law in a way that could not be
PILOTS’ UNION.
interpreted differently by companies.
Teletext managing direc-
Balpa seeks Kelly’s quick replacement
tor Matt Cheevers said
many firms with an Atol felt A PILOTS’ union has called for former transport It also called for the government to ensure
let down by the system. secretary Ruth Kelly to be replaced quickly so is- that pilots working for a failed company were
The CAA has warned it sues raised by the collapse of XL are not ignored. never again forced to fly empty aircraft back to
will not pay out if it feels any Balpa wrote to Kelly before she resigned last the UK, leaving passengers stranded abroad.
claims were not covered by week urging her to investigate the collapse of A spokesman said the union wanted a review
Greenacre: “What Atols held by XL or its XL and raising concerns about the sale of the of the system which forced aircraft to fly empty
claims will CAA pay?” subsidiaries. group’s French and German operations. to satisfy administrators’ requirements.
06 03.10.2008
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