British Travel Awards organisers defend new category
Organisers of the British Travel Awards have defended their decision to introduce a new category this year which is designed to recognise companies who have offered excellent support, customer service, communication and flexibility during the coronavirus pandemic.
An announcement about the new category yesterday drew criticism from some in the industry who said it was ill-timed and inappropriate.
Replying to posts on twitter, BTA CEO Lorraine Barnes Burton said the ‘Best Supporting Travel Company’ had been introduced in response to calls from customers asking how they can thank and reward companies who have gone above and beyond to help them with amendments to their holiday bookings during the crisis.
"For the avoidance of doubt, the BTAs are not asking companies to register for this award – it is being flagged as a category that the voting consumers have asked us to include," she explained in a clarification on social media.
"This category is planned to be an ‘open vote’ for consumers to nominate who they think were the best travel companies who helped to re-arrange, postpone or cancel their holidays – offering great customer service. We simply wanted to allow the travelling consumers the opportunity to recognise the fantastic service they have received from the travel industry."
The award had earlier been criticised by Holiday Extras national partnerships manager Lindsay Garvey-Jones, who said: "Judging by the amount of feeling for this ‘award’ from our industry colleagues today, would it not be best to direct those who are wanting your advice on how they can show appreciation to perhaps rebook, to stick with their suppliers in the future and not just cash in on an award?"
Derek Jones, CEO of Kuoni’s parent Der Touristik UK, said of the award: "This deserves to backfire… we’re all in this together. We are one travel industry doing everything we can to look after our customers at this very challenging time. It’s not a competition!"
Travel PR Steve Dunne described the award as ‘absolutely disgraceful’ and said the ‘timing and framing was awful’ when ’emotions are too raw for this now’.
However, he later accepted it was well-intentioned after Barnes Burton responded saying: "I fear there is some confusion. Companies are not being asked to enter this category. Consumers will merely have an open option to let us know which companies have gone beyond to sort out disruptions and shown excellent customer service in extraordinary circumstances."
She later added: "Whilst the travel industry is currently shutdown I hope BTA will be part of the rebuild and consumer reminder of great industry customer service when things stagger back to normal. We will review, but consumers want to show gratitude. It’s about future recovery."
She invited anyone who wanted to discuss the new award to email her direct at [email protected].
Voting for the 2020 awards will begin on July 27 and will continue until October 25.
Bev
Editor in chief Bev Fearis has been a travel journalist for 25 years. She started her career at Travel Weekly, where she became deputy news editor, before joining Business Traveller as deputy editor and launching the magazine’s website. She has also written travel features, news and expert comment for the Guardian, Observer, Times, Telegraph, Boundless and other consumer titles and was named one of the top 50 UK travel journalists by the Press Gazette.
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 
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
Higher departure tax and visa cost, e-arrival card: Japan unleashes the fiscal weapon against tourists
Singapore to forbid entry to undesirable travelers with new no-boarding directive
In Italy, the Meloni government congratulates itself for its tourism achievements