Long call wait times for agents to get through to suppliers will be a problem for the recovery of the travel sector.
Gary Lewis, the chief executive of The Travel Network Group, warned that the problem could have a damaging impact on customer service levels in the trade.
He said that agents were on hold for two to three hours on average when trying to speak to operators.
Travel agents are losing sales.
The call centre issues are the number one priority for the BA boss.
This is a huge issue for travel businesses in the part of the market that serves these suppliers. The suppliers can't answer the phones because they don't have enough resources.
The suppliers recognise the needs of the travel agent but their inability to get through will hamper the recovery and customer service.
If agents have to tell customers they can't reply immediately or that it may take days to get back to them on booking queries, it could have an immediate impact on service and possibly even result in the loss of a customer.
The way agents are able to service clients could be affected by the current problems caused by airline cancellation.
The risk is that people will book direct. The relationship between the agent and the customer is based on timing and professionalism. It will be a challenge if the timing is not there.
The companies on the panel insisted their call wait times were quicker.
The vice president of international business at Norwegian Cruise Line said the company had invested a lot in service personnel.
He said that calls wait times on average are seconds.
The Kuoni product director said that the operator had enjoyed new trade business because of its reputation, and that they had kept in place the people who support their partners.
It has been tough but we prioritised it. Some of the biggest bookings have come through the trade.
Travel agents are losing sales.
The call centre issues are the number one priority for the BA boss.
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