Five things I would change about the travel industry if I could
By Darren Cronian on Tuesday, May 5th, 2009

Sometimes I feel frustrated writing this blog because as much as I highlight the issues that I and other consumers have, it feels that excuses are made. I realise a lot of these issues are complex but today I wanted to highlight five things I would change about the travel industry if I could.

Five things I would change about the travel industry if I could

Scrap Air Passenger Duty

Holland are doing the right thing and scrapping air passenger duty and the UK government should do the same. This was never going to be a green environmental tax. Surely we want people to come to Britain and spend to get out of a recession.

Foreign visitors are forced to pay APD on the return leg of their journey.

Holiday protection for all

You should be protected financially no matter what type of holiday you have booked. You should not be left stranded abroad nor should you be out of pocket no matter if you have booked a package holiday or flight and hotel independently.

Clearer defined hotel ratings

Surely its time we had a standard hotel rating system for all hotels in Europe. The issue is more abroad, where a 3 star hotel is anything but that. Then you have diamonds, roses and all sorts of different ratings in some areas of Europe.

Compensation for all delays and cancellations

Airlines sting consumers for every single penny so consumers should be able to do the same back when the airline delays or cancels a flight. It’s ridiculous that you have to wait 12 hours before you can receive any form of compensation for a delayed flight.

More should be done by airport operators to highlight EU regulations, including [EC]261/2004 and what passengers can claim compensation for. There’s supposed to be a poster in every airport advertising this fact, but I have yet to see it on any of my recent travels around European airports.

The simple travel industry

Let’s keep things simple. From holiday protection, booking conditions to travel insurance policies, it’s just awfully complicated. It feels that the industry makes it more complicated so that consumers are confused and do not complain or apply for refunds or claims.

Have I missed anything off this list, get it off your chest.


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12 responses to “Five things I would change about the travel industry if I could”

Kevin May | 5 May, 2009 at 8:52 pm

maybe you could explain how some of these might be implemented?

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Darren Cronian | 5 May, 2009 at 8:56 pm

@ Kev

Sure, will expand on my post later tonight/tomorrow, in the meantime if those within the know within the industry might explain why none of these changes would not be possible (or how they think things can be improved)

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At | 5 May, 2009 at 10:12 pm

I like your list, but at the top of mine would be making the airline’s fare structure be less complicated and not the maze of different fare basis with stock market-like fluctuations airfares have now.

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Steve | 6 May, 2009 at 12:04 am

While watchdogs insist that airfares be all-inclusive to public, am appalled how this now puts carriers in a bad light – I do feel sorry for airlines selling New York for under £250 of which 90 per cent is taxes and charges. Secondly, agree APD not a green tax, now a revenue source – government needs to consider tourism as money-earner rather than subject to be taxed (see point 1). No 3, yearn to hear more reality rather than spin – ‘hols selling well’ as industry in meltdown confuses public and harms industry credence. Also, would like to see CAA and FTO more transparent when it comes to financial stability – they can, if they try. No 5, would like to see insurance companies be upfront about what’s covered rather than hide behind small print. No 6, just took part in Foreign Office survey on its website redesign – more talking to industry please and lastly, as I’m banging on, more neutral aggregator sites please – ye Gods, the industry needs them for healthy price comparitives and for good information. Th.ank you, and goodnight

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The Global Traveller | 6 May, 2009 at 6:18 am

For the EU passenger regulations (261/2004) my biggest bugbear is most airlines try to weasel out of their responsibilities. There are a few ways they do this:

1) Not informing customers adequately (which you’ve noted). Although I have generally seen the signs and forms at check in, these are not often easy to spot unless you are looking for them.
2) Claiming the delay/cancellation is on the grounds of safety, even if it clearly is not.
3) Denying subsidiary airlines are liable.
4) If on a codeshare passing the buck between airlines.

Very few claims against the regulations are successful, and yet when they were made the EU said they were strong customer protections.

Deceptive marketing is another issue. I gave an example of poor practice at http://theglobaltraveller.blogspot.com/2009/01/example-of-deceptive-airline-price.html

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Nick | 6 May, 2009 at 12:34 pm

Darren

Come work for a travel agent, you copied our list. But Main thing we say is Government, Most of what you have put down is due to Government (APD, ratings, hotel ratings, less complications). All have been lobby by travel agents for years.

APD interestingly enough came from Travel Agents asking the Government to protect all of travel, to correct the mistake of 1992 when they brought in the regulation that left the public more unprotected than before. Rather than take the money to protect you the Government choose just to pocket it.

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Darren Cronian | 6 May, 2009 at 6:52 pm

@ Nick

I must admit that I wasn’t aware of the government’s part in a lot of the issues that I think the travel industry has. I was thinking of getting behind a campaign to look at improving financial protection, surely consumers, and travel industry are best placed to fight that together.

I’m not saying that the government will take any notice but it’ll make me (and probably many other consumers) feel better if the process is made simpler for all. Thoughts would be appreciated from industry folk.

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Nick | 7 May, 2009 at 9:42 am

Darren

Your getting together is a way forward and has been done before, however last time we got together a bill went to parliament and was squashed by the governments special powers as “not in the public interest”. That was financial protection.

And yes a lot of people do not relise how much a mess is and down to government.

20 years ago you went to an ABTA company, signed a booking form and went on holiday. If anything went wrong you complained to ABTA (if complaining to company failed.) they would sort it and if the company refused to listen they would be fined (we are talking big fines, I remember on travel agency at the time being fined £1000 for being 1 week late replying to a letter.) or as last resort thrown out. If the company failed you get a refund from ABTA or ATOL (but people did not see difference). The rules where simple and clear. Even the courts said this arrangement was in public interest. But no the Government had to break the system.

Now a basic travel agent is responsible to 5 bodies each checking off there bit and wanting there paperwork………. is it any wonder people are confused?

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Mary Jo | 7 May, 2009 at 3:01 pm

I was listening to a travel & technology panel a month or so back, and all the buzz was about creating sites and companies that would interpret the convoluted travel pricing for the various components within the industry.

My question, left unanswered, was simply why that same effort wasn’t put into making the pricing structure simpler.

Wouldn’t it be nice to just get back to basics in a pricing system?

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Darren Cronian | 7 May, 2009 at 8:52 pm

@ Nick

Just to pick up on one part of your comment

“Not in the public interest”

That’s why the public need to get involved, or at least a group of consumers who can share their experiences. Surely, the government should listen to the voting public? I am not suggesting that it would be an easy task, but, travel media, industry, consumers, coming down ont he government surely it’s worth trying?

@ Mary Jo

I agree. The word ‘simple’ was mentioned too in the Travolution Summit that I went to last month. More thought needs to be put into making the booking process and pricing system simpler, less extras, supplements.

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Clive | 8 May, 2009 at 1:10 pm

Hi

I agree in principle with 4 out of 5 suggestions. Although I dont see how you would collect the necessary premiums for independently booked hotels and flights (websites might not be hosted here)

Although I am sure most in the travel industry would agree with scrapping of APD I dont. It is not a green tax, but ut is a useful tax. There is a heavey social/environmental cost in air travel.

Having workded for a certain Spanish bank and seen the number of people they fly in and out of Madrid every week you wouldnt believe. It is not good on all sort of levels.

Personally I would increase it – it is at least directly related to your usage, you dont have to pay if you dont fly. I dont believe people coming here are deterred by it.

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Rob Barham | 9 May, 2009 at 8:14 am

One thing I would like to change is get travel companies to spend less on marketing and more on customer service.

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