Advantage have shared their latest update which is presented by Paul Nunn, Operations Director.
The Advantage Update discusses the current situation with Refund Credit Notes and Chargebacks, offering some practical advice and discusses how Advantage is supporting members including the launch of a new infographic which visually illustrates the booking and refund journey of the customer’s money through a local high street travel agent.
The impact of coronavirus on travel agents and their customers has been immense due to the huge volumes of requests for refunds at a time when global borders are shut and the FCO advises against all but non-essential travel indefinitely.
Securing a refund for a customer is usually a straightforward process for a travel agent, however during these unprecedented times when travel is just not possible and with so many refund requests the travel agent is facing many challenges beyond their control.
“We hear every day how our members are doing their very best for their customers in the most challenging of times and all they want to do right now is help their clients with either a rebooking or refund. There are many different ways for a customer to book their travel arrangements and for those booking a package holiday which the agent has booked through an operator requires the tour operator to process the refund back through to the agent.. We hear from agents across the country that they are working long hours to try and gain refunds for their customers in an acceptable timeframe. The faster a refund is released from suppliers, the faster the money will flow back down the pipeline to agents for customer refunds to occur.
“A timeframe from the FCO on travel advice will help agents and customers make key decisions on future bookings. Further support from the Government could also make all the difference to travel agents who have operated viable businesses until COVID-19. Agents are in a unique position because they offer human advice, inspiration and support to their clients and it is through this that trust in our industry can be retained and built back up but they are not getting the support from all the suppliers in the chain and or the government.” Commented Julia Lo Bue-Said, CEO of Advantage Travel Partnership
Looking ahead to the rest of the week the daily Advantage Update videos will cover the following themes: Cyber security, Communication top tips, Wellness Wednesday, a Leisure Q&A plus a Wrap up of the week.
