Guest comment: ATAS – if agents are unsure, what will consumers think?
With the 1 July disbanding of the Travel Compensation Fund and industry deregulation approaching, the recent debates between agency owners about the credibility of the new AFTA Travel Accreditation Scheme (ATAS) and financial protection in the industry is, to say the least, getting farcical.
These debates within the trade press have highlighted that the industry is certainly not convinced that the dissolution of the Travel Compensation Fund will be replaced by an adequate self-regulatory scheme. And if the industry is unsure, then what are customers supposed to think?
AFTA chief Jayson Westbury has made a noble attempt to implement a 'travel agent insolvency insurance scheme'. However it is the failure to make it mandatory that has become the debate.
Barry Mayo, Travel Managers Chairman, believes (as I do) that the scheme should be mandatory, though there are legal issues as to why AFTA can't deliver that. Roy Merricks, MTA boss, calls ATAS doubters "backward" and believes the flawed plan of non-mandatory insolvency insurance should be given a chance, claiming it gave "sufficient" financial protection. I presume sufficient being enough in a limited travel agency way.
But they all miss the point.
Travel agents no longer have the exclusive right to sell travel, with the ubiquitous internet allowing customers to now book themselves. What travel agents now sell is validation, care, trust and their expertise, so financial protection is an essential part of building that trust. How can any travel business take money from the customer in advance and not ensure 100% that all the money will be safeguarded in the event of any failure, not just agency failure.
The Australian debate centres on the insolvency of the agent and the effect that might have on the customer, rather than the complete financial core protection of all monies. It is absurd that when the ship is sinking the agency fraternity is arguing about who should, and who should not, have a particular deckchair.
I wrote about this issue late last year, when Travel Counsellors implemented a full financial protection promise into our business in Australia, as we felt that a clear promise was needed then, rather than a vague mumble about a fix in the future.
Last week Barry Mayo, in response to yet more agency insolvencies, took up the debate again (tellingly, without any interim financial promise to his customers) and made the outrageous claim that “whilst there is no legal requirement for travel agents to offer financial protection for their customers in Britain, ABTA insists on it being a condition for ABTA membership”.
Now I am sure ABTA would wallow in the name check and relish another travel source continuing their myth of customer financial protection. However not only is Barry's claim factually incorrect, but the irony is that Barry has been hoisted by the very problem petard that he claims the AFTA scheme will also cause. In 2006, ABTA decided to no longer compensate customers if their agent members became insolvent, and now have vague, convoluted non-promise of customer financial protection which confuses not only their customers but also their own agent members and the consumer press.
Obviously Barry still lives in the yesteryear of ABTA being a proud leader in financial protection – a mantle that we now believe Travel Counsellors holds in the UK travel industry, offering complete and unconditional financial protection for customers.
In the UK, Travel Counsellors has created a trust in which all customer money is protected for the customer pre-travel and for the supplier post-travel. This model is now being replicated and implemented by the Civil Aviation Authority in the UK. So from 1 July, Travel Counsellors customers in Australia will continue to have their money 100% protected in the eventuality of any failure. Travel Counsellors will be leading the way for financial protection in Australia, giving our customers complete peace of mind when booking their travel with our Travel Counsellors.
I encourage others within the industry to follow suit.
Email the Travel Weekly team at traveldesk@travelweekly.com.au
accreditation afta agents atas david speakman travel counsellorsLatest News
Revamped Wailoaloa Beach hotel opens as Crowne Plaza Fiji Nadi Bay Resort & Spa
Crowne Plaza Fiji Nadi Bay Resort & Spa is open and ready for bookings after the first phase of a multi-million-dollar transformation. Part of IHG Hotels & Resorts’ premium collection, the transformation has seen the completion of 106 guestrooms showcasing contemporary interiors reflective of the premium Crowne Plaza brand and is a first for the […]
Nielsen Data reveals brands spending big to attract Aussie tourists
TripADeal had the biggest outlay of the more than $153 million spent on travel and tourism advertising in Australia in the first quarter of 2024, followed by Virgin Australia and Flight Centre-owned Ignite Travel, new Nielsen Ad Intel data has revealed. And the industry ad spend enjoyed an increase of 8 per cent on the […]
Kamalaya Koh Samui clinches clutch of wellness awards
Kamalaya Wellness Sanctuary & Holistic Spa has so far clinched five prestigious awards in 2024, including being inducted into the ‘Hall of Fame’ at the World Spa & Wellness Awards in London. Founders of the Koh Samui sanctuary and spa John and Karina Stewart expressed their heartfelt gratitude for the awards. “We are profoundly honoured […]
Jetstar offers 200,000 return for free flights to celebrate 20th anniversary
Jetstar hits 20 and everyone else gets the presents with free return flights to domestic and international destinations.
Amora Hotels & Resorts set to double APAC portfolio, announces new Sydney office
Staff in the new Sydney office have been welcomed by a week of rain on the forecast.
RIU opens Chicago hotel and rooftop bar a few steps from the world-famous Magnificent Mile
Rooftop cocktails hold a dear place in your heart? Look no further than RIU Chicago.
How can travel agents best sell cruises? Uniworld’s Alice Ager tells all: Travel Weekly TV
Agents, you don't want to miss this. Yes, that's the case with everything in the newsletter, but we really mean it here!
South Africa bookings are back in action
It's a wrap! South Africa in the news with resumed flights, film fest and booking tech.
Agents’ chance to score free spot on Intrepid trip to Antarctica
This is the trip of a lifetime, even if you are scared of the cold!
Bonza nosediving amid mass cancellations and reports of repossessed planes
Bonza's days appear to be numbered as the low-cost carrier today announced mass cancellations around the country.
Amy Poehler joins Vivid Sydney event
Oh Joy! Hit comedian Amy Poehler will make an emotional appearance at the Sydney Opera House for Vivid.
Pullman Sydney Penrith ties up with Trilogy Hotels, announces new GM
The crew from Trilogy hotels doing their best impression of the Penrith front row here.
Linkd appoints Carolyn Nightingale and Lawson Dibb to new roles
Linkd Tourism sings praises of Carolyn Nightingale and dubs Lawson Dibb as Kyushu Tourism Office guru.
Celebrity Ascent makes its European debut
Choosing to cruise this northern summer? Celebrity Ascent promises to raise the bar.
NCL opens sales for Norwegian Sun’s APAC debut, announces 14 new voyages
It was to be 13 new voyages we heard, but given the numbers unlucky nature, an extra had to be thought up.
Inside Travel Group appoints Tom Welland Global Trade Marketing Manager
Heidi's Tom Welland heads to Inside Travel Group as its new Global Trade Marketing Manager.
Federal Government rolls out $1.4m program to promote careers in tourism across regional NSW
The Government taking a break from some of its pointier issues with some work in our incredible industry!
Australian visitors to South Korea surge
Japanned out? Aussies are adding South Korea to their bucket list.
G Adventures celebrates Dr. Jane Goodall’s 90th with new wildlife-focused trips
Fancy yourself as a bit of a conservationist? Put your skills to the test on the Jane Goodall collection.
Virgin Australia says suspended flights to Bali result of Boeing MAX delays
If only we had a company like Boeing to blame our mistakes on. Any takers? Get in touch!
Airline Review: Singapore Airlines Business Class – A380-800
The iconic Singapore Airlines' A380-800 is in a class of its own - business class that is.
South African Airways to relaunch Joburg – Perth flights as economic ties strengthen
Bringing two of the world's most distinctive accents closer together, for good or for bad is yet to be determined.
My journey: Before becoming a travel agent I was… a palliative care nurse
Australind Travel & Cruise, Travellers Choice member Saibra Twigg reveals her life as paediatric nurse then to palliative care before a career leap to travel agent. How did you become a palliative care nurse? ST I went straight from school in nursing and initially specialised in paediatrics, working at Perth’s Princess Margaret Hospital for Children. […]
Emirates unveils future plans with new hub at Al Maktoum International Airport
We've also been looking into our future. It involves plenty of famils, we hope.
Australia fails to make top 10 destination list for American travellers
Australia's top cities have failed to make the grade with American travellers this northern summer, with no local city in the top.
APT Launches 2025 Asia Adventures
APT has launched its Asia Adventures for 2025, including new luxury holidays in India, Sri Lanka and Japan. Five new tours lead guests to the highlights of India, including a seven-night cruise along the rarely travelled Lower Ganges aboard the Ganges Voyager. Further south, Sri Lanka’s greatest destinations are revealed on a new 15-day Land […]
ANZAC Battlefield travel on the 2025 bucketlist
As Anzac Day dawns, agents prepare for a surge in bookings for the 110th anniversary of the Anzac Cove landings.
Former Channel 9 Getaway host and founder of TRIBE Jules Lund to speak at Travel DAZE
From blond-tipped travel reporter to Travel DAZE speaker, Jules Lund cuts through the BS.
HX’s Roald Amundsen finds aliens in the Antarctic
Forget whales, HX's MS Roald Amundsen captures aliens in the Antarctic - and they're not pretty.
Mayhem in France as 70% of flights face cancellation
I mean it wouldn't be France if there wasn't at least one strike.
Etihad Airways launches double-decker service with world’s only in-air three-room suite
We imagine falling asleep in the three-room suite is superior to falling asleep on your neighbour's shoulder.
Norwegian Cruise Line launches 2024 Europe travel season
Europe certainly has a lot of ports. Its time for Australia to up its game.
“The power of travel for positive change” – Intrepid’s Jenny Gray hails controversial all-women Saudi Arabia trip
There is an awful lot to love about this tour from Intrepid. Where do we sign up?
Princess names the Sun, unveils Sanctuary Collection + Star Princess to Alaska in ’26
A huge bottle of Veuve was smashed into the side of the ship to make things official. So no, we couldn't snag a glass.
Collette special offers across peak northern summer season
If you are craving a trip to Europe then grab this deal with both of your grubby hands.
Air India and All Nippon codeshare between the two countries
Here at TW we agreed that the photo would have worked better if they had swapped planes.