MONDAY ASH ALERT – Value of agents shines through travel chaos
Saturday, 19 Apr, 2010
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Travel agents in are extending working hours and calling in extra staff to cope with the ever-changing demands created by the volcanic ash plume
Business and leisure members of the Scottish Passenger Agents Association are working “flat out” to advise, assist and re-book passengers affected by the flight disruption.
But travellers who have booked online via airline websites are faced with a challenge of finding alternative services by road, rail and sea without help.
Those who booked with travel agencies are being offered hour-by-hour assistance, often at no additional cost, to help get them on their way, or book for alternative dates.
SPAA President Brian Potter said: “Our members, including my own company, are working hard to re-assure and re-protect our customers, who have had to cope with terrible winter weather, the British Airways dispute and now the volcanic ash problem, all in recent weeks.
“This is the time when the case for using a professional travel services provider is unarguable; not only because we provide most clients who book with us with assured financial protection, but also because when disruption occurs, we are here 24/7, bringing all our experience, expertise and contacts to bear on the customer’s behalf.”
Ian Windsor, managing director of travel management company HRG UK, said: "The closure of UK airspace is affecting thousands of business travellers.
"With so many flights cancelled we are dealing with a large number of clients unable to get to important meetings or stranded whilst trying to return to the UK from business trips.
"Our travel tracker technology (HRG TravelWatch) has located and contacted all those clients affected and we are using all our expertise to manage the situation.
“Our primary aim is to minimise the disruption our clients and their travellers face.
"This weekend we will be supporting 24 hour cover with our UK offices remaining open for normal business hours on both Saturday and Sunday. In addition, our telecommunication system has been adjusted to ensure minimal waiting time for callers.
“A travel management company comes into its own at a time like this as hundreds of flight tickets are re-arranged and alternative plans are made.
"We are in close contact with the airlines, hotels and car services to monitor the situation and make sure our clients and their travellers are constantly updated and suffer minimal inconvenience.”
by Phil Davies
Phil Davies
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