Thursday, 29 September 2011

Travel agents confused by consumer protection

More than a quarter of travel companies gave customers flawed information about financial protection in a “mystery shopper” probe. In 18% of cases the callers were given inaccurate details and in a further 10% the information dished out was potentially misleading. The survey was conducted by Which? Travel. Its researchers called High Street travel agents and on line and traditional tour operators. Only in three instances were they told without asking whether their payments were protected if a company they were booking with collapsed and whether they would be repatriated if it happened while they were abroad. And only 34% gave a good explanation of what was covered and by who”. The survey was carried out as the Government worked out final details of shake up in protection for air holidaymakers which is intended to extend cover for travellers buying flights and other key holiday elements – such as accommodation – separately rather than as part of a conventional package.

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