p40-41 letters nov21 18/11/08 16:21 Page 40
Your letters
After 35 years in business,
we know all about selling
I would like to come to the defence of my staff
member who was somewhat vilified in “Letter
Who will step in to
of the Week” (TTG November 14).
Emma was merely expressing a personal view;
she did not imply she did not use or have the
skills to “make sure that every potential cus-
tomer’s dream is turned into the reality of a sale”.
By his statements, one somewhat wonders offer protection?
how many years Mr English spent behind the
counter. It is because of the skills of our staff in
“selling” to those difficult clients that we are MIKE Greenacre’s open letter to need the reassurance of the Abta
still in the marketplace after 35 years. the industry (TTG October 24)
LET
financial protection”. But Abta
and Derek Jones’ subsequent
OF THE
TER
no longer pays out if you go bust;
P J Bidgood, director, Andes Travel response (TTG November 7) show
WEEK
they ceased payments to
the true malaise of the industry: customers in September 2006.
Operators are two-faced everyone thinks someone else In Jones’s response he implied
and dishonest should do something about the issue. that when a customer pays 10 weeks in
Are there any operators out there that do NOT Greenacre wants to give the public advance, it is just one more risk the customer
do any of the following? the confidence to book knowing there is takes. His suggestion that entrepreneurial
■ Undercut agents on their own websites. financial protection. He said he was risk could be stifled by customer financial
■ Send out questionnaires asking clients for embarrassed as an Abta board member not protection is not only dangerous but misguided.
their address details for future direct mailings. to be effective in lobbying the government. What other industry has the privilege of
■ Reply to our clients’ complaints with gift Is this the same Greenacre who, when an collecting customer money 10 weeks in
vouchers to be used with the operator in future. Abta director, allowed the dismantling of advance, then charges the customer £1 to
■ Let a direct client make a last-minute financial protection for the customer? look after it and make sure they don’t lose it
booking but won’t allow an agent to do so. No longer will Abta intervene and provide before departure? Of course, customer
■ Send a customer a brochure in three days but payment to customers if an Abta agent satisfaction is always subjective: non-delivery
won’t send our supplies for weeks. goes bust – the customer must rely on legal of customer expectations is one thing, losing
Please reveal yourselves, as I am finding the redress, which is no different than any other their money is quite another.
industry discriminating, two-faced and dishonest. non-Abta agent that goes bust.
Paul Phillpott’s letter (TTG October 31) David Speakman.
Laura Shepherd, Travel Centre, Mid Wales stated “our (Abta) customers even more so chairman, Travel Counsellors
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40 21.11.2008
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