Travel Republic named in Which? report
Travel Republic has been highlighted as one of the agents confusing the public over financial protection in a Which? travel report.
Which? claims financial protection is the second most important factor people consider when booking a holiday, cited by 92% of members and 85% of the general public in surveys this summer.
But 70 mystery calls by the consumer watchdog to The Co-operative Travel, Easyjet Holidays, Expedia, Lastminute.com, Lowcostholidays, Thomas Cook, Thomson, and Travel Republic found the information they received was often unclear, misleading and inaccurate.
Agents were asked to put together a flight and accommodation and a flight and car hire, specifically picked so they would have to put the components together themselves.
The information received about financial protection was inaccurate in 18% of responses and potentially misleading in 10% as it could lead customers to misunderstand the role played by the different associations, according to Which?.
The report said: “For instance, one member of staff at Travel Republic said that its ABTA membership meant that if any of the suppliers in the holiday went bust – including, in this case, Ryanair – all money would be returned.
“This is incorrect because, while Travel Republic does provide protection through insurance, its ABTA membership would not protect customers against a no-frills airline collapsing.
“But, the advice given appears to have more to do with the individual than the company – another Travel Republic agent correctly advised a shopper that ABTA membership protected their money if the agency went bust, and supplier failure insurance protected against an airline or car hire company collapsing.”
A spokesman for Travel Republic was unavailable for comment.
Which? says although 34% of agents managed to get across a general message about financial protection, they were often so vague that customers were unlikely to get a full understanding of how they were protected.
Only three of the agents told the caller about how their money would be protected without being asked.
The research comes as the Government is looking at ATOL reform in order to simplify financial protection and the industry is calling for flights to be included in the scheme.
“This Holiday Which report simply confirms something ABTA has been saying for years, that the current systems of financial protection are confused and confusing for both the travelling public and the travel industry itself.
"This is why it is so important that the Government get ATOL reform right and in particular they must include airlines within the framework of the scheme which will both extend protection and remove much of the confusion at source," said an ABTA spokesman.
The Which? report will be used to make a submission to the ATOL consultation process.
By Diane Evans
Do you alert consumers to financial protection? Is this criticism of the trade unfair? Click add a comment below.
Diane
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 
Airlines suspend Madagascar services following unrest and army revolt
Qatar Airways offers flexible payment options for European travellers
TAP Air Portugal to operate 29 flights due to strike on December 11
Air Mauritius reduces frequencies to Europe and Asia for the holiday season
Airbnb eyes a loyalty program but details remain under wraps