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Setting the standards in travel since 1970

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The recent Coronavirus outbreak once again serves as a stark reminder of consumer protection inconsistencies in travel.

The Package Travel Regulations should ensure each Traveller who books a package holiday an equal level of protection, regardless of which agent they have booked through. However, this recent event has once again highlighted how wildly different some agents interpret their obligations, leaving some clients stranded and without any line of support. Who holds these agents accountable?

The promise of package protection may offer peace of mind to the consumer at the point of sale, but it’s very much down to the agent as to how they deliver on that promise. For clients who need to call on this protection, it’s often too late when they find out how good (or bad) their agent is – this cannot continue.

The legislation which underpins the Package Travel Regulations is relatively straightforward, however, the spirit in which it’s executed by each agent is questionable and the policing of it is non-existent to the Consumer’s detriment.

Doing what is right by the Client has been a cornerstone of Trailfinders’ values since inception in 1970 – three years before ATOL and 22 years before the Package Travel Regulations were introduced. Looking after Clients properly is our choice and something which we would do with or without ATOL or the PTR’s – we choose to go beyond what our obligations are because it’s the right thing to do.

The public are calling on the Industry for better consumer protection, it is the industry’s responsibility to lead that campaign rather than offer loopholes to avoid it.

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