Ex­cite cites “fi­nan­cial loss”

Travel Daily - - Front Page -

TER­MI­NA­TION let­ters is­sued to some Ex­cite Hol­i­days staff just be­fore Christ­mas ad­vised that their employment is ceas­ing “due to the se­vere loss of rev­enues and fi­nan­cial loss by the Com­pany”.

Travel Daily has ob­tained a copy of one of the let­ters, signed by Ex­cite Di­rec­tor Nic Stavropou­los, who ear­lier this week claimed an “ex­cit­ing deal was in the works” re­lat­ing to a po­ten­tial sale of the busi­ness (TD 06 Jan).

Ex­cite Hol­i­days con­tin­ues to main­tain that mount­ing num­bers of un­paid book­ings are due to a “plat­form is­sue”, while agents with dis­rupted clients are be­ing told to get them to pay the travel provider di­rect, keep their re­ceipts and lodge a ser­vice com­plaint within 30 days.

Stavropou­los told TD: “we are still work­ing hard with our global team” to rec­tify the prob­lems.

Staff at Ex­cite’s Sydney of­fice have been deal­ing with sev­eral fu­ri­ous agents who have turned up in per­son to com­plain.

Hun­dreds of agents have com­mented on the cri­sis, with some high­light­ing Ex­cite Hol­i­days’ call cen­tre wait times of more than two hours.

Oth­ers have noted that Ex­cite’s en­tire BDM team are on an­nual leave un­til next Mon 13 Jan, and have been in­structed to leave their phones off so agents can’t con­tact them.

The po­ten­tial sale of part of the busi­ness is un­der­stood to be sub­ject to on­go­ing ne­go­ti­a­tions with Las Ve­gas-based North Amer­i­can in­bound tour op­er­a­tor Bono­tel.

Bono­tel al­ready works closely with Ex­cite Hol­i­days, with Ex­cite’s Athens-based op­er­a­tions cen­tre in­clud­ing staff ded­i­cated to ser­vic­ing Bono­tel clien­tele.

Ex­cite Hol­i­days “vol­un­tar­ily with­drew” from the AFTA Travel Ac­cred­i­ta­tion Scheme (ATAS) just over a year ago (TD 12 Dec 2018), with the board of the AFTA Charge­back Scheme sub­se­quently say­ing that meant agent book­ings with the com­pany are ex­cluded from the Sup­plier Fail­ure Ben­e­fit of the pro­gram (TD 17 Dec 2018).

MEAN­WHILE any­one with fur­ther in­for­ma­tion can con­fi­den­tially con­tact TD’s tip line via the en­crypted mes­sag­ing app What­sApp on +6128007676­0.

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