The Australian Federation of Travel Agents’ (AFTA) ongoing campaign to support travel agents, advocate at a political and regulatory level and boost consumer and mainstream media awareness continues to deliver results.
While the primary focus this week has been centred on making sure travel agents and the public understand what is appropriate and why cancellation fees are necessary, the formal and active engagement of key decision makers and influencers has also continued.
In addition to ongoing engagement with key Federal decision makers, this week AFTA has formally communicated with all State Consumer Affairs Ministers as part of The Facts on Refunds campaign.
AFTA continues to proactively and strategically engage with mainstream media on refunds and cancellations including through ongoing briefings of all major newsrooms and regular interviews across high-profile media outlets. AFTA continues to monitor reporting coverage closely. Where negative stories appear, AFTA has contacted the media outlets to provide the facts and offer interview opportunities. Where AFTA is not represented in a story, it is not because there has been a failure on AFTA’s part to take up an interview opportunity. Rather it is because the media outlet has declined the interview opportunity.
A total of 35 webinars have now taken place since March with more than 6000 attendees benefiting from a wide range of topics and experts. The focus on the webinars and resource development is on providing members with practical, relevant information to navigate the current challenges. Upcoming webinars for the week beginning 11 May include Dubai Tourism Webinar (12 May), Travel Insurance (13 May), Embracing Change with Steve Price (14 May) and the regular weekly wrap with AFTA CEO Jayson Westbury (15 May). To register and access recorded webinars, visit http://www.afta.com.au/events/
Comments attributed to Jayson Westbury, CEO AFTA:
“AFTA’s message to the state premiers and chief ministers as they implement the three steps announced post the National Cabinet to forget the road to recovery, we need to be on the runway to recovery and the travel sector is at the core of that recovery. With travel of substance not potentially recognised until states and territories get to step 3, we need to make sure that things get moving as quickly as possible.”
“This week our engagement work has included dialogues with all State and Territory Consumer Affairs Ministers in addition to key Federal Ministerial Offices and Ministers, the ACCC, the ATO, various industry associations, suppliers and international bodies about the ongoing challenges of ensuring consumers are aware of the facts on cancellations and refunds.”
“AFTA also continues to proactively and strategically engage with mainstream media to spotlight our hard working travel agents and your efforts in supporting your customers.”
“Our ongoing The Facts on Refunds campaign has again seen a reach out to all major newsrooms around Australia as well as a number of interviews and interview offers. Unfortunately, some media outlets choose not to take up these interview offers; we can only speculate as to their agenda in choosing to only present one side of the story. Where this has happened, we have lodged formal complaints with the relevant body and will continue to do so.”
“As many consumers have found out during this pandemic, the cancellation process is not simple. In the current market, the time needed to cancel often complex itineraries, negotiate with multiple suppliers, establish and read the plethora of supplier-issued terms and conditions and work out what is in the client’s best interest and then action an outcome takes significant time. For example, every single one of the 135 airlines operating in Australia have different Terms and Conditions governing cancellations and refunds. In these circumstances, it is completely unreasonable to expect any agent to work for free.”
“With newsrooms increasingly staffed by freelance journalists, the battle to ensure informed coverage is an ongoing one and one which we will continue to fight.”
“Know that the entire AFTA team is working hard, and will continue to do so on our members’ behalf as we navigate our way through this together.”
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