(ALREADY DONE)Operators must come clean on customer complaints
Travelcare has got the backing of the Institute for Trading Standards in a campaign to get travel companies to be honest about consumer complaints, and says the growth of online bookings has made standards harder to measure.
Travelcare has today published its latest Holiday Report, which monitors consumer complaints in the industry. It found that most operators, including the Big Four were willing to reveal their complaint levels. Some operators including Argo, Crystal, Kuoni and Inghams withheld their complaint figures.
Travelcare general manager, Amanda Williams said: “The industry has consistently shot itself in the foot on this issue. Our independent study shows clearly that tour operators at least are doing an excellent job in meeting customer needs – yet by not being more open and assertive on the issue, the industry as a whole is only adding to the impression being created, particularly in the media, that service is poor.
“The fact is that with the growth of independent travel and the thousands of travel and holiday suppliers offering their services on the internet, it will be even more difficult for holidaymakers to judge service standards – and get complaints resolved.
She said that the growth of independent travel booked online was making it difficult for the industry to decipher whether customers were being satisfied because many holiday complaints were disappearing into an internet “black hole”.
Report by Ginny McGrath
Ginny McGrath
Vegas’s Billion-Dollar Secrets – What They Don’t Want Tourists to Know
Visit Florida’s New CEO Bryan Griffin Shares His Vision for State Tourism with Graham
Chicago’s Tourism Renaissance: Graham Interviews Kristin Reynolds of Choose Chicago
Graham Talks with Cassandra McCauley of MMGY NextFactor About the Latest Industry Research
Destination International’s Andreas Weissenborn: Research, Advocacy, and Destination Impact
Graham and Don Welsh Discuss the Success of Destinations International’s Annual Conference
Graham and CEO Andre Kiwitz on Ventura Travel’s UK Move and Recruitment for the Role
Brett Laiken and Graham Discuss Florida’s Tourism Momentum and Global Appeal
Graham and Elliot Ferguson on Positioning DC as a Cultural and Inclusive Global Destination
Graham Talks to Fraser Last About His England-to-Ireland Trek for Mental Health Awareness
Kathy Nelson Tells Graham About the Honour of Hosting the World Cup and Kansas City’s Future
Graham McKenzie on Sir Richie Richardson’s Dual Passion for Golf and His Homeland, Antigua
ADS PRO 
Qatar Airways offers flexible payment options for European travellers
Phocuswright reveals the world's largest travel markets in volume in 2025
Cyclone in Sri Lanka had limited effect on tourism in contrary to media reports
Skyscanner reveals major travel trends 2026 at ITB Asia
In Italy, the Meloni government congratulates itself for its tourism achievements