Travel agents must address concerns

Tuesday, 23 Apr, 2004 0

The Trading Standards Institute has come in for a huge amount of stick from the travel industry for conducting a survey which it claims shows agents are misleading the public.

According to the survey, the price of a package holiday can vary by more than £1,200, depending on where you shop. In addition, some travel agents have, allegedly, been charging more than the current brochure price for packages.

Let’s get something straight. It’s not the TSI’s job to support the industry or to care about the plight facing travel agents.

The TSI is there to serve the public and protect consumers against some of the more questionable tactics of companies.

On the face of it, the survey would suggest there is a case to answer.

If you were buying a computer, car or stereo system, you might be concerned that one shop is charging you £1,000 more than another outlet down the road for exactly the same product.

Why should the travel industry escape scrutiny?

Of course, in a free market economy, agents can set their own prices for the holidays they sell. But the public has a right to know they can save a fortune by shopping around.

Of greater concern is the allegation that some retailers are charging more for a holiday than the price quoted in a currently available brochure.

This is against the law. It’s pointless trying to defend the practice, because it is contrary to the Consumer Protection Act.

At a time when people are turning their backs in droves on travel agents, this survey does little to convince customers to return to the high street.

Instead of closing ranks and attacking the messenger, retailers need to address the message.

And the clear message here – rightly or wrongly – is that the public is getting ripped off.

Travel agents who prosper in future will be those that redouble their efforts to offer a great service to their customers and pledge to abide by the Consumer Protection Act.

Those who complain that the TSI is just stirring things up and harming the image of the travel industry should not be surprised when people vote with their feet and shop elsewhere.