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Access to WTM did the Signature responds to Will the big two think about
trade no favours Spa Travel’s experiences the ‘little guys’ in Atol summit?
I agree with Lucy Huxley’s condemnation I am writing in response to Rebecca Eady’s Have any smaller operators been invited to the
of the public transport system during last letter: “Snide comments from staff who failed Atol “love-in” with the CAA and Geoff Hoon?
week’s WTM, particularly on the opening day to put me on hold” (TTG November 14). Not to worry. I’m sure Tui and Thomas Cook
(TTG November 14). Thomas Cook Signature would like to thank will be standing up for the little, uninvited guys
After personally experiencing the shambles Ms Eady at Spa Travel and TTG for bringing this as well – won’t they?
surrounding the opening of Heathrow’s T5, matter to our attention. We work incredibly
I have, again, reason to feel despondent and hard to ensure that the service we provide to Alistair McLean, founder, Activities Abroad
the need to apologise to my many foreign agents is always exemplary, so we welcome any
contacts who are already querying Britain’s feedback that can assist us in achieving this. Thomas Cook is reviewing how
ability to stage the 2012 Olympics. We have already spoken with Ms Eady to offer Direct Holidays works best
However, the organisers of WTM need to our apologies that she did not receive the high I am writing in response to John Spicer’s letter
look carefully at whether they are treating level of service expected from Thomas Cook. regarding his dissatisfaction with Direct Holidays’
exhibitors and foreign visitors fairly. pricing not being covered by Thomas Cook’s
Coming to WTM, especially from abroad, is Sue Biggs, managing director of scheduled price-watch promise plan (TTG November 14).
an expensive business and everybody wants businesses, Thomas Cook UK & Ireland We sell a range of holidays, foreign exchange
to have every opportunity to get business. and leisure products, and continually find ways
Why then restrict access on the first day, Cruise agents who discount to ensure that each of our sales channels
something many visitors had not realised, excessively jeopardise sector remains competitive, while offering a range and
which led to hundreds being shut out (or, as I am infuriated when a customer calls asking for choice that will appeal to our holidaymakers’
I heard, having to pay a very high amount to guidance on choosing a cruise, accepts advice, differing needs.
get in that day) and exhibitors complaining photos and personal accounts from my team, For this reason, we have trialled the Direct
about poor attendance that day? only then to ring another “cruise agent” and Holidays product on the Cook website for the
Surely, we are all in the travel business and receive such a ridiculous discount that it is period running up to the end of 2008.
should all have unlimited access? unprofitable to pursue the enquiry further. We will then evaluate the findings and
Membership of WTM’s Meridian club has lost These cowboys wreck our industry, encourage feedback, and new Direct Holidays director
its value completely and the last day remains bad habits and drive down margins. Steve Barrass will review distribution strategy
a waste of time. Three days are enough for Recently, I lost two world cruises in one of Direct Holidays to ensure it is best serving
business anyway. week. One customer called and had received a both business needs and consumers alike.
I can assure you that I write on behalf of 18% discount off a 2009 voyage, with all agents
many visitors when I propose that WTM should receiving an override to 22%. The customer Simon Robinson
be open to all (but only to) trade visitors had also been offered no credit card charges sales managing director, Thomas Cook
without hindrance for the first three days, (a service for which we charge a meagre 1% in
and that the public should also be allowed in comparison with some agents’ 3%+). To match
What do you think?
the last day. Non-trade visitors would gladly this, we would have made £125 total commission.
pay, say, £5 and the proceeds could go to a Another 2010 world cruise was quoted with a The deadline for letters is 10am on Tuesday.
worthy charity. It would transform the last day 12% discount, meaning the total commission up We need your name, job title and company
and maximise exposure for exhibitors. for grabs was £99! What is the point? There is address. These can be withheld on request.
Don’t they deserve that? enough capacity to keep us all in business Priority is given to letters sent exclusively
through these tough times. But we must make a to TTG. Please limit letters to 250 words
Reinhard Wiersum choice: do we sell ourselves on what we can do maximum. We reserve the right to edit.
chief executive, for our customers or do we continue undercut- Email: ttgletters@ttglive.com
Leisure Industry Consultancy ting each other and earn peanuts? You decide. Fax: 020 7921 8033
Blog: Or why not have your say online?
■ TTG would welcome a response from the Gareth Harding Write a blog at yourspace-ttglive.com
organisers of World Travel Market sales team manager, The Cruise Line Limited
21.11.2008 41
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