Hoseasons has implemented a £20 fee for telephone bookings, sparking mixed reactions from the industry.
- The surcharge was introduced before Christmas without prior notification to agents.
- Hoseasons claims the fee aids investment in their online platform.
- Exemptions to the fee exist for specific cases, such as disability arrangements.
- Industry professionals express concerns over the fairness and transparency of the fee.
Hoseasons has recently initiated a £20 surcharge for all telephone bookings, a decision that has ignited a spectrum of reactions from stakeholders within the travel industry. Introduced without prior announcement to agents, the fee applies universally, extending its impact to consumer bookings as well. Hoseasons asserts this strategy is in alignment with their goal to bolster their digital capabilities, thus promoting ease of online bookings for agents and customers alike.
According to a spokesperson from Hoseasons, as the entity has invested significantly in enhancing their online booking systems, the offline charge is a minor administrative cost designed to encourage the use of their more efficient online platform. They highlight that this kind of charge is not exclusive to Hoseasons, noting that provision exists for waiving the fee under certain conditions, such as when accommodations need to be made for customers with disabilities or impairments.
Significantly, the company has expressed its commitment to supporting more intricate bookings offline when necessary, while maintaining that a majority of trade bookings are now successfully executed online. Despite these assurances, the decision has been met with a diverse range of responses from industry professionals.
Kelly Cookes, Chief Commercial Officer at Advantage Travel Partnership, indicated that their organisation maintains a commercial relationship with Hoseasons and intends to engage in dialogue over this change if formally notified. Similarly, Tricia Handley-Hughes of InteleTravel UK & Ireland voiced concerns that the charge might disproportionately affect individuals with limited connectivity or technological proficiency, and questioned the rationale behind the £20 fee.
Graeme Brett of Westoe Travel noted a general acceptance of the online process among their clientele but emphasised their opposition to call centre charges in scenarios where technical issues impede website access. Brett observed that in some instances, the fee could account for a substantial portion of their commission, implying a need for more equitable solutions. Bridget Keevil of Travel Stop echoed similar sentiments, suggesting that fee waivers should be considered when specific facility confirmations or arrangements are required, which cannot be adequately handled online.
Ultimately, Hoseasons’ move points to a broader trend of businesses encouraging digital transitions, yet it also highlights the imperative for inclusivity and fairness in service fees as the industry adapts.
Hoseasons’ £20 phone booking fee has stirred industry debate, underlining tensions between digital advancement and service accessibility.
