Sophie Griffiths: How the Cook crisis is driving change in the industry

The solution, he believes, is to request passenger details from travel partners during the booking process – a move that dnata will implement following peaks (p7).

It’s a solution that, when announced at the Abta Travel Convention last year, raised eyebrows among agents, who worried it could lead to operators targeting their customers directly.

But Bevan insists data will be held “separately and securely” – and erased once the customer returns from their holiday. For any agents who remain concerned, travel lawyer Farina Azam tells TTG that agency agreements can always be amended to ensure agents are protected.

Dnata’s move seems a progressive – and necessary – measure. And crucially, it’s from an operator that already has close ties with, and is trusted by, the trade.

“The Cook crisis showed again that our industry can lose sight of the most important person – the customer,” Bevan points out.

Let’s hope this move by dnata sets a precedent in driving change.