An Aussie travel agent has called for airlines to simplify the way they distribute information, to help ease the stress the current system is placing on advisors.

In an open letter to the industry, TravelManagers’ Caroline Cox (pictured above) urged airlines to come up with a better strategy to manage the “current flood” of daily updates to waivers, commercial policies and exception policies.

“The airlines deserve much praise for what they have tried to achieve during this pandemic, and the distribution system is probably the least of their worries now,” Cox, who has nearly 50 years of industry experience, wrote.

“But… I cannot sit idly by and watch the impact on the health and wellbeing of people in our industry without at least trying to reach out to have some stability imposed, as we all work tirelessly to rebuild.

“I am reaching out to the policymakers to talk to industry leaders and your own teams to discuss the serious health impact that the above rules are having on them.

“The STRESS FACTOR almost outweighs the fear of what is ahead for us all over the next few months. This you have all unwittingly contributed to.”

Cox is calling for airlines to come together to carefully consider a “one-off extraordinary way” to keep change rules simple, with the current system of daily waiver updates and “hurriedly constructed policies” causing an information overload.

“Consider the various ticket offices, BSP teams and frontline staff who are trying to decipher the information,” she said.

You can read Cox’s letter to airlines in full below:

We need a new strategy

The retail travel industry needs your help.  We ask that you consider getting together with airline colleagues to come up with a workable strategy to help better manage the current flood of waivers, commercial policies, bulletins, exception policies, updates etc.

The airlines deserve much praise for what they have tried to achieve during this pandemic, and the distribution system is probably the least of their worries now. But… I cannot sit idly by and watch the impact on the health and wellbeing of people in our industry without at least trying to reach out to have some stability imposed, as we all work tirelessly to rebuild.

I am reaching out to the policymakers to talk to industry leaders and your own teams to discuss the serious health impact that the above rules are having on them. The STRESS FACTOR almost outweighs the fear of what is ahead for us all over the next few months. This you have all unwittingly contributed to.

Consider how the distribution network is coping with the information overload, which comes in the form of daily waiver updates and hurriedly constructed policies that have not been tested and are therefore open to interpretation.  Consider the various ticket offices, BSP teams, and frontline staff who are trying to decipher the information.

We understand that you need to provide best option strategies for a quick recovery from COVID-19 and we will all be on the same page to ensure we do our part to help.

Please consider the benefits and incredible difference you could make by getting together to consider carefully a one-off extraordinary way to keep the change rules simple.

This is a once in a lifetime pandemic so let’s not make it any harder than it should be. Consider the following:

• All tickets issued that clients were not able to avail because of COVID-19 can be rebooked for travel up to and including the anniversary of their original travel in 2021 with no waivers and no ADCOL
• A Pandemic Levy might be considered for travellers who want to set their own dates
• Reintroduce an MCO or adapt the EMD for the distribution system to be able to extend the validity of the ticket to the anniversary of original travel in 2021
• Think about the financial and health benefits for the entire industry that would stem from streamlining your approach
• Resources required to manage reconciliations now
• Freeing up teams to handle the phones for other matters
• Avoid COVID-19 related ADMs in 2020/21 and reduce the challenges they would bring
• Free up resources to focus on planning for industry recovery
• Consistency and trust for the entire distribution system
• Simplification of waivers, bulletins, commercial policies – a one-off blanket waiver that covers all tickets issued within a designated period that allows clients to rebook without penalties
• Outward display of empathy for travellers
• Reduced workload and stress on the agency distribution network
• Reduction in confusing and conflicting information given to travellers
• Massive health benefits.

You can make a difference – just keep it simple.

IATA boss sides with airlines on refunds

Cox’s letter comes as the International Air Transport Association (IATA) chief executive Alexandre de Juniac (pictured above) issued his support for airlines’ requests to governments to delay the requirements of immediate airfare refunds.

According to the aviation industry’s peak body, US$35 billion ($57 billion) is owed by airlines to travellers for flights that could not or cannot take place.

“Passengers have the right to get their money. They paid for a service that cannot be delivered. And in normal circumstances, repayment would not be an issue,” de Juniac said in a blog post.

“But these are not normal circumstances. If airlines refund the US$35 billion immediately, that will be the end of many airlines. And with that, an enormous number of jobs will also disappear.”

IATA’s boss acknowledged that travel agents were being caught between airlines and consumers in this debacle.

According to the association, as many 25 million aviation jobs are at risk due to the collapse in air travel demand caused by COVID-19. Globally, 65.5 million jobs depend on the aviation industry, with 2.7 million people directly employed by airlines.

De Juniac said IATA would reach out to its agent partners to create a structure for managing a voucher system that will be “good for consumers, agents and the airlines”.

“I know that this is far from ideal, but the alternative is even worse. Without this flexibility, airlines will collapse and jobs will disappear,” he said.

“Accepting a voucher or delayed refund today will mean that the airlines will be around for when we have our freedom to travel restored.”

Emirates are to be congratulated - they came out and just extended the validity by 760 days - it was a clear, easy to read and understand policy. That was easily communicated to the passenger, hence most clients did not ask for a refund they were happy to rebook. It was an excellent management decision. So in a pandemic why did IATA not step up. Why did other airlines take so long to make sound business decisions. Why are some airlines still dragging their feet. Some airlines are literally signing their own death certificate. IATA step up - Airlines you need to understand OUR passengers and WE the agents will remember !

byrobyn9

Email the Travel Weekly team at traveldesk@travelweekly.com.au

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1. Emirates are to be congratulated – they came out and just extended the validity by 760 days – it was a clear, easy to read and understand policy. That was easily communicated to the passenger, hence most clients did not ask for a refund they were happy to rebook. It was an excellent management decision. So in a pandemic why did IATA not step up. Why did other airlines take so long to make sound business decisions. Why are some airlines still dragging their feet. Some airlines are literally signing their own death certificate. IATA step up – Airlines you need to understand OUR passengers and WE the agents will remember !

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