The "Ash" Syndrome Effect

The "Ash" Syndrome Effect

The "Ash" Syndrome Effect

Whilst I write this, I am looking at a pile of customer files requiring a response to the question: "Will I get my money back?" For our clients due to depart in the next 24 hours and who want a full refund, the answer is easy. Yes, we will provide a full refund, but can only do so if the airline officially cancels the flight. If it is delayed, then it is potentially going' and therefore a full and unreserved refund is not applicable. I would like to emphasise that, at Steppes Travel and Steppes Discovery, we are working around the clock to ensure that everyone is accounted for.

The impact of this situation on us as a tour operator is huge. Liability insurance will not cover us, travel insurance will not cover our clients and our overseas suppliers may not refund us. This is just one of the dilemmas which I will be addressing later in the week. But, for now, I have to ask myself a few questions, such as should we stick to our booking terms and conditions and implement our policy?" Probably not if our reputation is anything to go by. Can we afford to refund all monies if we are not getting a refund from the airline or supplier? Our legal advice is such that if we cannot be refunded, we cannot refund our clients. That seems hardly fair. So, why does this expensive insurance policy we take out not cover us? I can assure you, questions will be asked - and answered.

In the meantime we had more than 80 clients stuck overseas earlier in the week and more than half of them are now back in the UK. We have more than 50 clients due to travel this week and I have three staff still stuck overseas. One is in Australia and she cannot get a flight back until 3 May, one is in Italy and she has been en-route for two days, and one is in Morocco, also en-route via Tangiers and Spain. In essence, these staff will have been out of the office for an additional 20 days, not planned for and not budgeted for. Are we expected to make them take this as leave as they cannot work? My view is straightforward: No. This event was and is unforeseen. Unfortunately though, our insurers use this clause to prevent them from paying. We use it, so we do pay!

So can we cope and will we survive? Yes we will. But it calls for the industry to question all aspects of travel. Whilst the people working in the travel industry are used to disasters daily, be they due to weather, earthquakes, terrorist attacks or bombings, the closure of British airspace has caught many travel agents and tour operators off guard. I believe some have left it too late to implement their emergency procedures and this will cost them dearly later. We implemented our incident procedures within five hours of hearing the reports that there were going to be air traffic restrictions. We had contacted most of our clients and made suitable or alternative arrangements for them by 2.00pm last Saturday.

My consultants have worked tirelessly on call, day and night since last Thursday. Whilst we have our emergency procedures in place and business is continuing as normal, I would urge our clients to act in the best interest of everyone - tour operators, suppliers, airlines and indeed family members - to continue with their holidays as planned and confirm their booking.

I am aware that we may have missed a call or not responded to a stranded client as quickly as we might have liked and I unreservedly apologise for this. I would welcome any feedback about our performance and hope that all our clients will return to book yet another beyond the ordinary' experience with us.

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