The issue of agents and operators struggling with poor service from hotel reservations’ call centres has generated much debate.
Tourism Update reader, Al Mac, weighed in: “I think people in our industry love to point fingers at other sectors just to be heard.
The whole industry has been decimated and will take time to recover and, while I agree whole-heartedly about making sure we all offer the best service possible, we need to all work together as an industry and understand the challenges others face.
As hoteliers, we could also complain about consultants not replying to queries or tour operators not answering their phones and it would absolve us from taking responsibility. But this is so unnecessary; many people are holding down two or three jobs to keep food on the table for their family.
The solution is simple. Before complaining about a sector you are not happy with or a business that you deal with, why not contact them and find out how they have managed to survive the last two years (as many have not) and what time frame they need to comfortably get back to you. This will not only cement the relationship but build for the future.
Remember, none of us is more important than another but we all need each other.”
