Providing advice and reassurance on travel
ABTA’s spokespeople have featured on broadcast media every day since the recent travel issues started, with over 230 pieces of coverage across national and local media, providing advice and reassurance about people’s holidays abroad. A strong media presence in times of challenge is a significant part of ABTA’s offer to Members.
Part of our message in the media has been to emphasise that the vast majority of people have been able to travel as normal. While some people have experienced difficulties, which is clearly disappointing and frustrating for those involved, the daily news reports don’t reflect the reality for most passengers, so it has been necessary to provide this context in order to support consumer confidence.
Where people have been affected by delays or cancellations we have been providing advice on people’s rights, both through the media and online, with over 10K webpage views of our advice on cancellations and 29K views on social media.
I know Members have been working hard to help those customers who have been impacted, as well as offering reassurance to any customers who may be worried about future holiday plans. ABTA has advice and guidance to help Members understand airlines’ and travel companies’ obligations when it comes to delays and cancellations, which can be found in the Member Zone. The Member Support team is also available to help you with any queries.
Where there are operational concerns, including with the airport experience at home and abroad, ABTA provides Member and customer feedback by contributing to airports’ working groups and passenger advisory groups and liaising with destination authorities to highlight matters that are impacting customers’ experiences in host countries. We are also in regular contact with our airline and airport contacts privately to raise concerns, to understand the steps they are taking to address the challenges, including through clear customer communication and advice, and to ensure we can support their lobbying calls to ease the recruitment challenges facing the industry.
Mark Tanzer, Chief Executive