Here is a little warning to those operators out there attempting to boost the bottom line through one particular method.
We discussed the usual issues affecting their particular corner of the industry: agent commissions, commoditisation of products, a perceived need that they need to specialise in order to survive, etc.
But imagine my surprise as the conversation became very heated, not because of the mess that is bonding or their almost universal dislike of ABTA, but how some operators have chosen to switch their contact number to that of the 0870 variety.
It appears they feel some companies are “creaming it”, in the words of one agent, because the per-minute rate is now substantially higher than previously and the waiting time for account handlers to come on the line has also suddenly increased.
The solution, according to one of the other agents around the table, is simple: “I don’t use the operator anymore.”
Kevin May, editor, Travolution