The owner of Henbury Travel and Abta chair in the northwest region says working with agencies will help airlines and operators improve their customer service.
The quality of customer service offered by the industry at the moment is not good enough for me to book with an Abta agent.
They are so desperate to get sales away from agents that they are no longer able to service consumers in a satisfying manner.
It's embarrassing to have people come in my shop, desperate to get hold of operators, after waiting in long lines, with no end in sight to resolve their query.
The agent was embarrassed by the poor customer service.
How wrong they are is what their perspective was. They don't realize the added value an agent can offer.
They are starting to get the message.
Many of these businesses are run by stupid executives who have never met a customer in their entire career, and who don't have a clue about customer service.
I challenge them to come and work in my shop for a few days to see what magic we perform and what service really is.
The ones going for world domination, desperate to get every sale online, closing their retail estates, and potentially becoming ageist in the process and not doing their homework as the trend is returning to agents, are some of the ones going for world domination.
Those looking for world domination have turned their smile upside down as far as their clients are concerned.
We all knew the date of the May party but some people were so focused on shopping online that they forgot to get ready for the party and were late. How disappointing.
This is an idea.
The supermarkets took over the food retail business in the 80s and 90s in order to gain world domination.
Tour operators did the same thing when the web arrived.
The consumer is going back to the high street because of the independent butcher, baker and greengrocer's high-quality service, quality product offering and independent advice and recommendations.
I buy from our local butcher, who will recommend what to buy, cut the right size, and give cooking instructions, even if I spend a lot more on a roast joint than I would in the supermarket.
You won't get that in the supermarket, and while I am there, they'll sell me other products I might have missed. They know my name.
Most operators have a huge network of Abta agents who can answer consumer queries, as well as 3,000 ready-made shops and homeworkers.
I wonder how many operators have received millions of calls about locator forms and vaccinations.
How many sales have they missed because of these calls, how many millions of upselling opportunities do operators miss a year, how many second bookings do operators miss a year, and how many customers go elsewhere due to poor customer service?
Many operators have been woken up by the Tui thing.
Where was the management? The police officer made announcements on your behalf.
If you are running a business and things are not going well, you need to communicate with your employees.
If I were a shareholder, I would cash in my shares before they dropped in value.
I would be shocked to learn that the 3,000 agents could be pushing our sales higher if we didn't discount our online offering.
Which wally discounts their product where they have their own properties and full allocations at hotels, to make it impossible for agents to sell or want to sell?
You will drive revenue, upsells, add-ons and repeat business if you encourage agents like Jet2 does.
It has worked for them and now they are asking where they came from.
Come on guys, work with agents.
How much is this shower costing you long-term?
Excellent customer service and a great reputation will be given by working with agents.
Book with your local travel agent if you want to work together.
The agent was embarrassed by the poor customer service.
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