p32-33 letters nov28 25/11/08 17:50 Page 33
ttglive.com
letters
Two-faced and dishonest? Operators respond Thomson’s service for repeat
to stinging criticism from an agent in Wales
customer was abysmal
What happened to good old-fashioned customer
care? We work in difficult times, with an
In last week’s TTG, Laura Somak Holidays’ economic crisis, ridiculous fuel costs and a
Shepherd, a travel agent in Wales, trade stance is very travel industry desperate to hang on in there –
wrote a withering attack on the simple: we do not undercut but not so it seems for Thomson Flights.
“dishonesty” of operators, and agents. In particular, our One of our repeat customers, who uses a
invited those that disagreed to questionnaires do not include wheelchair, regularly travels to Paphos, for
make themselves known (right). space for the client’s address, which we book Thomson Flights. For the past
Here are some of the responses: we do not offer gift vouchers to three years we have been able to request and get
be used with Somak directly, and bulk head seats for this customer. However, for
we accept last-minute bookings. the last trip this did not prove possible. Thomson
Yes, is the resounding Suresh Sofat Flights told us you have to phone three months
answer to Laura Shepherd. We have chairman, Somak Holidays before departure to request the seats and even
never undercut agency prices on our website, then they could not guarantee these seats.
don’t try to obtain clients’ home addresses, and At Dosomethingdifferent.com, we Repeat clients are like gold dust, especially
don’t reply to complaints with discount vouchers. value agents. We offer the same in these difficult times. Why should such a
Nor do we take last-minute bookings from prices on the dedicated agent site as on our request be so difficult?
clients rather than agents or send brochures to direct-sell site and allow agents to boost their
customers quicker than to agents. earning potential by setting their own pricing Mathilde Robert
Nigel Harris structure. Our booking policy is the same for managing director, Planet Holidays
chief executive, Artemis Travel agents and direct clients. ■ TTG would welcome a response from
Ian Coyle Thomson Flights
Not all operators are the same. As a commercial director, Dosomethingdifferent.com
trade-only specialist, Travel 2 prides
itself on supporting agents and working in All Bright members are committed to Pillow fight raises £5,600
partnership with them. And our actions speak the trade and actively go out of our I’d like to say a big thank you to everyone who
louder than words: we were the first to have way to support the trade. We are dedicated to supported us at Butlins in breaking the Guinness
freephone numbers for agents. And our price- travel agent training and agent support. World Record for the largest pillow flight. Our
beating promise to match or undercut quotes Darren Panto 3,700 participants raised more than £5,600.
from competitors gives agents confidence that director, Peltours, and co-chairman, Bright
they get the best value for their clients. Louise Tansey, Bourne Leisure
Alasdair Farrimond And one letter from an agent
marketing director, Travel 2 backing Shepherd’s stance
What do you think?
Are operators with us or against us? I found a
I would like to raise a hand as one customer a great ski deal from Manchester with The deadline for letters is 10am on Tuesday.
operator that does not fall into this Crystal. But the customer was offered the same We need your name, job title and company
category. Among a host of things, Kirra Tours, holiday direct with Crystal for £100 cheaper due address. These will be withheld on request.
a specialist New Zealand operator, ensures: to a £50 per person online discount. Priority is given to letters sent exclusively
special offers advertised on our UK website are If they are going to keep undercutting us, to TTG. Please limit letters to 250 words
also available to agents; questionnaires given to what is the point in selling their holidays? maximum. We reserve the right to edit.
clients ask only for name and booking reference; Alison Taylor Email: ttgletters@ttglive.com
complaints are responded to with a letter sent Personal Travel Advisors, Hays Travel Fax: 020 7921 8033
via the agent, with compensation if appropriate. Blog: Or why not have your say online?
Nona Jackson ■ TTG would welcome a response from Write a blog at yourspace-ttglive.com
UK manager, Kirra Tours, London Crystal
28.11.2008 33
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