Source: Travel Weekly

http://www.travelweekly.co.uk/Articles/2008/04/30/27457/operators-work-hard-on-relationships-with-agents-says.html

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Operators work hard on relationships with agents, says Advantage

(30 April 2008)

Operators are working hard to improve sales practices and forge closer relationships with agents, a survey by Advantage has suggested.

Of those who responded to the second annual 'Agent Friendly' survey, 54 operators received the top rating, up from 27 last year.

Commercial director Julia Lo Bue-Said the consortium was pleased with the way operators had responded to agent concerns over premium rate telephone numbers.

"We have done a lot of work over the last year to get operators to provide members with local rate telephone numbers. Having analysed some of our members' phone bills we've found that around 70% of the cost of their bill is attributed to 0845, 0870 numbers etc."

The survey also showed that 42% of operators are paying commission on all compulsory supplements.

"This is encouraging, but there is still a significant number being selective on what they pay commission on. Agents are asking why they should collect charges for operators for no reward," said Lo Bue-Said.

Meanwhile, 30% of suppliers said they would make direct contact with clients who had previously booked with them via an agent, while 35% are failing to promote agents as a booking channel in mailshots.

"There is a very big issue of trust," said Lo Bue-Said. "By their own admission, 17% of operators capture customer details in response, presumably so they can contact customers at a later date."

In the next survey, Advantage members may have the chance to rate their preferred business partners.

by Chloe Berman
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Advantage's website is www.advantagemembers.com

Source: Travel Mole

http://www.travelmole.com/stories/1128104.php

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21 April, 2008

Triton conference special: Gold Medal introduces 0800 number for agents

Gold Medal is to introduce an 0800 number for travel agents next week in a move that will cost the company hundreds of thousands of pounds in lost revenue.

Lee Marshall, head of travel industry sales, said it was further proof of Gold Medal’s commitment to the trade. The operator had an 0871 national rate number until a year ago, which was then replaced by an 0844 local rate number.

“We’ve listened to agents and we know this is very important to them,” said Marshall. “The national rate number was hated and the local rate number was better, but this is the cherry on the cake.

“It will cost us hundreds of thousands of pounds in lost revenue, but we’re putting our money where our mouth is.”

Marshall said the new number, 0800 923 7777, would be available from next week for agents to call Gold Medal whenever they needed assistance and was an alternative to using the website.

He said Gold Medal turned over around £150 million a year through the trade and, year on year, had seen bookings through agents rise 20 per cent in the past few months, following a revamp of its trade offering.

“The 0800 number is really the next step and we expect trade bookings to jump even further because of it,” he said.

“We don’t have a high street presence, so we’ve got to be fleet of foot and work hard with agents.

“We’ve already introduced five field managers, offered better, longer term deals for agents and revamped our Farebank scheme, which offers agents points for bookings which can now be redeemed at retailers such as Marks and Spencer and Boots.”

Marshall added its Travel TV system, which shows videos of destinations and offers, was available in 170 retailers.

He admitted that, in the past, Gold Medal had become complacent when dealing with agents.

“We were market leaders and we got complacent at the wrong time, when competitors were sharpening up their act, so we’ve now sharpened ours up.

“The field agents are key; this industry is very technically minded, but relationships are still hugely important.”

Marshall said bookings through Global agents were still strong, despite the company being taken over by Stella, which owns rival Travel 2 Travel 4.

He said 80 per cent of bookings for Pure Luxury Holidays, launched last May, were coming through the trade.

By Jeremy Skidmore (www.jeremyskidmore.com)
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