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GBTA: BA decision will cause consumer confusion
GBTA chairman Charles Sommer (pictured) tells TravelMole that consumers will be the worst-affected following British Airways’ decision to change its agent payment system.
He told TravelMole: “Most of our members have been charging fees for some time now, so it will not so much impact our members revenue, but be passed onto the customer. It will raise the cost of BA tickets to the consumer.
“The hassle and expense for our members is the additional workload required to communicate the process to customers.”
Mr Sommer said the move by BA will not necessarily mean agents start switch-selling away from the airline, because GBTA members are required to fulfil the requests of their customers, who may still want to book BA.
He added, however that there could be a mixed reaction from other airlines. He told TravelMole: “The confusion will continue for customers as other airlines either choose to follow BA’s lead, or take a view that it could be to their advantage to renumerate agents – like Virgin, which says it will not reduce commissions.”
GBTA was involved in discussions with BA when it introduced Fresh Approach in 2001, but Mr Sommer says it was not contacted by BA before the decision was taken to scrap the scheme in favour of a 1% commission.
See our previous stories:
29-Aug-2003 TravelMole Interview: Sandy MacPherson, ABTA
29-Aug-2003 BA to ditch Fresh Approach
12 Dec 2002 ABTA loses case against BA
13 Feb 2002 BA cuts Fresh Approach payments
23 Jan 2002 BA and ABTA at loggerheads over Fresh Approach
08 Jan 2002 ABTA tries to calm Fresh Approach fears
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