Satisfaction wasn’t guaranteed via agent
Q IN July, we went to the Lord Complex in Corfu, booked last October via Travel Republic. We had been there several times before and specified the room type. But on arrival, the hotel sent us to an inferior annex across the road, further away from the main part of the resort. It said the main complex was full. But when we said we had booked nine months before, the hotel admitted we were bounced because others had subsequently paid more.
When we paid, there was no indication we would or could end up in an inferior room. Travel Republic is in the Association of British Travel Agents (ABTA). That is supposed to protect us A WHICH? SAYS: Booking with an ABTA firm should give protection against what happened here. But there is a small print get-out. Travel Republic here was acting as an agent for a foreign hotel so although you thought you were dealing with it, instead your contract was with TR Extranet, not an ABTA member.
ABTA says: “ABTA members can be either travel agents or tour operators. If they are travel agents, they will sell services as agents of suppliers, such as airlines, accommodation providers or tour operators and the customers’ contract will be with the supplier, known legally as the principal, not with the agent.”
It adds: “Agents should make every reasonable effort to deal with complaints of a minor and general character with a view to avoiding recourse to Principals.”
Travel Republic says: “We are sorry to hear Paula was not satisfied with her Corfu holiday. We follow ABTA’s code of conduct to provide the best service, and to achieve a suitable outcome, as deemed by ABTA, for complaints received. We act as agents for a number of suppliers, enabling customers to have the best possible choice of accommodation, by value, choice and flexibility. All providers are made aware we are ABTA members and the responsibilities we have to ensure their behaviour meets the guidelines.”
Travel Republic has offered you 30% of the accommodation costs – £97 – as goodwill compensation for a spoilt holiday. You have accepted this.
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