Ask the experts
Have a burning question you can’t find the answer to? Send us your query for an expert response. This month, it’s over to ABTA’s Heather Pennock, Destinations Manager – Health, Safety, Crisis & Operations
Following media reports of long queues at airports over the Easter holidays and continuing ‘travel chaos’ many of my customers have been asking me when they should get to the airport. What should I advise them?
Firstly, it’s important to say that, whilst media coverage of this issue has had a high profile in recent weeks, our research has found that the vast majority of customers travelling at this time were able to go through the airport process without any problem. However, as people navigate ongoing COVID-19 rules in destinations as well as the changes brought in from the UK leaving the European Union, as we have seen the restart of international travel is not without its challenges. Unfortunately, for some this has resulted in cancellations and changes to their travel plans, which has added an additional layer of complexity for Members and disappointment for those customers affected.
Adding to these challenges, perhaps understandably, after seeing these news stories many anxious customers have responded by arriving at the airport five, six or more hours before their flight departs. This is not only unnecessary, but actually creates an additional problem leading to overcrowding at departure terminals.
So, what should you advise customers?
The standard industry advice to passengers is to get to the airport two hours prior to departure for short haul flights and three hours before for long haul flights. As a rule of thumb this still works well, it allows time for check-in, immigration and security, and usually means that customers have time to do some shopping and have something to eat or drink.
Over busy periods, such as the recent the school holidays, certain UK airports have been recommending getting there three hours before departure for all flights. As the industry continues to move back to business as usual in the coming weeks, I would recommend that you tell customers to follow their airline’s recommended check in times and also check whether their airport is making any additional recommendations for their day of travel.
There are also some other ways to ensure a smooth process. Checking in online really helps, as well as using baggage drops. You might also want to remind your customers of the rules around liquids in hand luggage as the number of bags being manually checked at security has apparently significantly increased, with hand sanitisers being one of the main culprits.
It’s also worth remembering that similar considerations apply when returning home, as other airports around the world are also facing similar challenges. As the summer progresses the current recruitment of a significant numbers of new staff will ease these challenges. But in the meantime, following these simple tips will help ensure a smooth and enjoyable experience for your customers.
Finally, I would like to remind readers that ABTA provides a range of materials to Members on this subject, including information and advice on customers’ rights when they experience delays or cancellations to their travel plans. You can find details on abta.com in the Member Zone – Running Your Business.
Meet the team
We spoke to Andy Cooper, chair of ABTA’s Code of Conduct Committee, about how the Code of Conduct is enforced and maintained at ABTA
I’ve been the chair of ABTA’s code of conduct committee off and on since 2000. I’ve probably been the most regular member of ABTA’s Code of Conduct Committee throughout that period.
When travel businesses join ABTA, they agree to comply by the Code of Conduct.
The Code of Conduct makes sure that ABTA members behave responsibly towards each other and towards their customers. There are a set of rules for this, and the Code of Conduct Committee polices those rules.
If an ABTA member breaches the rules under the Code of Conduct, they may be subject to sanctions.
Generally, ABTA becomes aware of potential breaches of the Code of Conduct when another member or a customer highlights problems or issues with a booking.
If the legal department thinks that an issue appears to be a breach of the Code of Conduct, they can investigate that breach. They have a team that carries out investigations of potential breaches of the code.
Depending on the seriousness of the breach, the legal department can impose penalties, like a fixed penalty fine, or refer the matter onto Code of Conduct Committee if their own sanctions are insufficient.
Most matters that come before the Committee are more serious, like if a travel business is really short staffed in customer service and is falling apart in terms of customer complaints. We’re the tribunal of last resort, when behaviour gets particularly bad.
We’re presented with a case by the member of the team, explaining why ABTA believes it’s a breach. Then the committee will look at the Code of Conduct, investigate, and make a decision regarding the member’s behaviour.
We can take various steps to stop that behaviour happening again, ranging from warnings and fines, to asking for undertakings to behave differently, and very occasionally, more serious penalties.
The cases we deal with are things like ABTA members not making a booking properly – such as selling flights without necessarily having bought them beforehand – or cancelling holidays and changing travel arrangements very late.
Over the last couple of years, the legal department has taken a light-touch approach to enforcement, as ABTA members have had enough on their plate just surviving. But it’s likely we’ll see a few more cases coming our way now. There was a recent reminder to members that the Code of Conduct will be more enforced now that we’re out of the worst of the pandemic.
There aren’t a massive number of cases these days – I believe the travel industry has started collectively behaving better. We’ve only had two or three meetings in the last year, and when we first started there were Code Committee meetings most months.
I think that’s because the sanctions for misbehaviour generally are tougher than they were. And if a travel business gives a customer a bad experience, not only will the customer complain directly, they’ll also post on Twitter, Facebook, any social media platform they can get their hands on. The reputational damage is immediate and much worse nowadays.
As we come out of the pandemic, the successful travel businesses will be those that recognise the importance of looking after their customers. That means we won’t be seeing them at the Code of Conduct Committee – which is good for all of us.