ASTA says Marriott Wi-Fi deal will ‘disadvantage loyal travelers’
The American Society of Travel Agents says Marriot International’s new Wi-Fi policy discriminates against clients who book through agents and could undermine the client-agent relationship.
Last week Marriott said it would offer free Wi-Fi to all loyalty members who book through direct channels – at Marriott.com, via Marriott’s mobile app, a call center or directly with a Marriott hotel starting from January 15, 2015.
ASTA CEO Zane Kerby said it has told Marriott executives of its concerns about the policy.
"Our message was clear: the policy discriminates against consumers who use travel agencies and is not likely to be well received by them," Kerby said in a statement.
"We explained our understanding that most travelers now expect Wi-Fi to be available when traveling. Marriot’s plan to offer free Wi-Fi as an inducement to travelers who book direct with a Marriot brand or through Marriott.com will disadvantage loyal travelers who use the travel agency distribution channel."
"This Wi-Fi policy seems inconsistent with the pro-travel agent posture that Marriott has followed in the past. Agents who object to Marriott’s plan should communicate their views directly to Marriott," Kerby added.
TravelMole Editorial Team
Editor for TravelMole North America and Asia pacific regions. Ray is a highly experienced (15+ years) skilled journalist and editor predominantly in travel, hospitality and lifestyle working with a huge number of major market-leading brands. He has also cover in-depth news, interviews and features in general business, finance, tech and geopolitical issues for a select few major news outlets and publishers.
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