The UK travel trade has been busy rebooking cancelled flights and holidays for clients, particularly those booked with carriers such as easyJet and British Airways in recent weeks, and agents called for more “advance warning” about flight changes to give them time to rearrange customers’ trips. 

The Department for Transport and the CAA earlier this month ordered the aviation sector to review their summer schedules to ensure they were “deliverable”, following cancellations and reports of long airport queues during the Jubilee half-term holiday. 

Days later, Gatwick said it was capping daily flights at 825 in July and 850 in August – down from the usual total of 900 flights per day – in a bid to create a “more predictable and reliable” schedule. This move was largely welcomed by the trade.

AGENT FRUSTRATION

Agents told TTG they were “frustrated” at having to deal with the impact of cancellations, particularly when clients were already overseas and their flight home was axed at the last minute. They also pointed to the “time consuming” process of having to rebook trips for affected clients.

Fortunately, most agents said this disruption was only affecting a small number of clients and had not “dented confidence” in people booking summer breaks, with the lates market continuing to be strong, despite some negative headlines about travel. 

Richard Dixon, director of homeworking agency Holidaysplease, said: “It’s affecting our customers and it’s upsetting for those who are having their holidays or flights cancelled, particularly last-minute. 

“We all hate that situation and it’s really challenging for the industry. It’s creating extra work for us to put right – just dealing with a simple schedule change can take up a morning.”

TIME TO SHINE 

Dixon added the disruption could also be a way for agents to demonstrate how they can help their clients when flights are cancelled. 

“If something unfortunate happens and their flight is suddenly cancelled at 3am, rest assured we’re there for you,” he said.  “There’s a 24/7 emergency assistance line – clients can phone us and we’ll be able to help.”

Jennifer Lynch, general manager of ArrangeMY Escape in Worcester, said clients had been bringing up the subject of flight disruption. 

“Every customer mentions it because it’s headline news. We try to stay positive and reassure them,” Lynch told TTG.  “When we’re going through the booking conditions, we warn clients that changes are happening all the time.” 

Lynch said that despite the bad publicity, enquiries and bookings were still coming in for summer, with “a lot of last-minute business”. 

“Overall, it’s not dented people’s confidence too much,” she added. “Although we’re looking very carefully at who we book with – tour operators who are available and you can get hold of.” 

Lee Hunt, owner of Deben Travel in Woodbridge, said despite the “frustrating” situation with cancellations, it also represented a “good PR opportunity” for agents to showcase their services.

“If your flights are cancelled, we can rebook them without the client having to do anything,” he said. “Yes, it’s a nightmare, but as travel agents it’s dealing with these nightmare situations that can make us look really good.” 

Hunt said more clients were now asking to book with airlines that had suffered fewer cancellations, such as Jet2.com. He also reported an increase in sales of ex-UK cruises and European rail breaks as customers look to avoid airports. 

Another encouraging sign came from the Advantage Travel Partnership, which saw weekly bookings for summer 2022 rise by 33% immediately after the half-term break, despite the negative headlines. 

Sales were also 12% higher than during the corresponding week in 2019. Kelly Cookes, Advantage’s leisure director, added: “Consumers clearly still have the confidence and appetite to book.”