Saturday 25th May 2013
Agents berate BBC for 'unprofessional' holiday programme
The BBC programme Holiday Hit Squad has come under fire from travel agents for being wishy washy, patronising and painting a negative and unbalanced view of the industry.
The four-part series, which focused on holidays that go wrong, was made by Twofour and presented by Angela Rippon, Helen Skelton and Joe Crowley.
Aired at peak viewing time on Wednesday evenings, it was commissioned by the BBC and was billed as combining "brilliant presenters, strong journalism and travel advice".
But travel agents have criticised the show for focusing on the problems experienced by holidaymakers who had booked direct and who were not properly insured.
They said the show failed to point out the benefits of booking with a reputable travel agent or operator.
"The programme suggested that travellers these days don't need travel agents and can book direct, but when one couple booked a hotel in Thailand based on the description on the accommodation supplier's website, they arrived and found it was a massive building site," said Norwich-based agent Peter Buckell.
"A traditional travel agent would probably have picked this up through gazeteers or a reputable accommodation supplier. There was no mention of that. The show is just wishy washy, it's certainly not professional.
"What's worse is that the 'reward' for the people booking blind was a free holiday by Holiday Hit Squad!"
Another agent, who asked not to be named, said show's presenter Angela Rippon was "patronising" while another said the show was a "disgrace".
Others said the programme deliberately selected badly rated hotels and inspected them, giving an unbalanced view of the industry.
Kieran Tobin, regional sales director for Destinations of the World, said he didn't understand the concept of the programme.
"Anyone in the business, particularly in purchasing or contracting, would know that none of the hotels featured would be contracted by an operator or a bed bank in the UK. I'm amazed they managed to find people from the UK who had stayed in them," he said.
"It makes a mockery of all the work the industry has done over the years to ensure the health and safety of hotels."
Some also complained that ABTA had not been more involved in the show to better represent the industry, but an ABTA spokesman said that the association had, in fact, worked closely with the programme makers.
"From the outset it was clear that it was the nature of the programme to find situations where people have had severe problems on their holidays. In our meetings we explained to the programme makers about the benefits of booking a package holiday and the work that agents and operators are doing to protect the health and safety of customers," said a spokesman.
"I think it's fair to say we would have been happier if they had painted a more positive picture of travel and give a more balanced view, but in many ways the show actually paints agents and operators in a good light because none of the bad holiday experiences featured were booked through an agent or tour operator."
Despite being contacted by TravelMole, neither the programme makers nor the BBC have given a response.
** What did you think of Holiday Hit Squad? Tell us your views by clicking on POST YOUR COMMENT below
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Condescending, patronising, weak storylines, sensationalist, subject matter covered many times before in different programmes, and frankly completely and utterly boring TV (in my humble opinion). Remind you of anything? How about virtually every soap on TV. Yet what achieve the biggest viewing figures time after time? Soaps. Guess the BBC has to offer these things as a duty to the licence payer, but thankfully we're not tied to a chair and forced to watch them, and we can select the really rather good other progs they put out. So BBC, why not leave travel to the professionals, the only journalist who ever covers it well is Simon Calder, and I'm pretty sure he wouldn't be seen dead on a production like this.
By derek small, Friday, February 22, 2013
It is too easy just to say book with an agent and you are safe in professional hands. This is not always so. I can point to a major tour operator who markets a self catering apartment for 4 people which lacks a kitchen sink to wash up in. The rep only after a major argument offered then two washing up bowls, one per couple which they had to take turns to use on the balcony because two people did not fit out there! The Kitchen consists of a kitchen unit in a corridor with two cooker rings on top. The resultant complaint resulted in a £400.00 compensation per couple (this was not a cheap holiday) but only after a national newspaper got involved. The tour operator agreed with the newspaper this was not acceptable hence the partial per person refund. However the accommodation still appears in the operators brochure! The photo is more explicit now but nothing has changed per se. There are always exceptions and those are the ones which will make the headlines. Saying millions holidays perfectly happily does not excuse or justify anything.
By Paul Davis, Friday, February 22, 2013
Yes, the program is frustrating and many agents would have picked up on issues with properties and building works would hopefully be flagged up but the hotels featured are used by UK operators and agents. A simple search for the Maran Hotel that was featured brings up a wealth of results including Lowcost Holidays, Ebookers, Sunshine.co.uk, Hotels4U, Travel Republic etc. etc. It is sensationalism and achieves it's goal by creating opinions and debate but makes for better viewing. If people are prepared to take the risks I say let them, otherwise we wouldn't have programs like this to watch.
By Niall Douglas, Friday, February 22, 2013
We should expect better from the BBC, but like Watchdog, this is poor and easy television. It doesn't reflect the millions of holiday makers who have a great time and return year on year to their favourite operator and agent. Those that go direct have to accept the responsibility and chance on their actions, as do those who take out no or the wrong insurance. This progamme is weak, badly presented and is a poor reflection on the BBC. By all means have a programme showing the bad side of our industry, but give it teeth, make it factual, and present it properly.
By Jon Hartley, Friday, February 22, 2013
One segment revolved around people losing passports in Thailand but one pair of "experienced backers" had merely left their passports in their last hotel in their hurry to leave! All treated as a big joke by all concerned.
By Mike Pitman, Friday, February 22, 2013
Finding a nice hotel with a nice report does not make very good television. I agree with Jon Rankin. Just treat the show as the rather pathetic and childish thing it is.
By ** Jetwash **, Friday, February 22, 2013
So, ABTA worked closely with the program makers, yet it's the BBC who are criticised?? And, surely, focusing on the problems of people who booked direct should reinforce the idea that a bonded option is better. Or do agents just like to moan about anything
By Johnson Michael, Friday, February 22, 2013
....that anyone is surprised at a programme doing this. It has happened before and will happen again. It makes for better TV than presenting a more balanced approach.
By Jon Rankin, Friday, February 22, 2013