The Cure for Holiday Illness & Complaints? Bring in the Heavies! VI | The Crows Nest Blog | HolidayTravelWatch
We recently heard from a holidaymaker who had suffered with serious illness on his holiday. He remains seriously ill. He was not the only one and he also became aware that other holidaymakers before him had also become ill. When he returned home he did what most holidaymakers do, he wrote his letter of complaint to the tour operator. This tour operator has been established for many years and is a member of a trade professional body. The response the holidaymaker received from the tour operator was less than satisfactory, but not deterred, he continued to pursue a resolution to his holiday complaints through contact with the tour operator and seeking advice from a local law firm. When this failed, he contacted this organisation and as he had clearly utilised a complaint process, he was offered and accepted a referral for free initial legal advices.
However, this tour operator was not going to be put off by a complaining holidaymaker. One day recently, we received a call from the holidaymaker, advising that the owner of the tour operator was in his front room and that he required urgent guidance. It appeared that the owner had apparently advised that the law firm the holidaymaker initially sought advice from was well known to him and that they would not do anything about the holidaymaker’s complaint, as he played golf with the managing director! He also made a number of disparaging comments about law firms offering ‘no win no fee’ arrangements! The owner also sought to use emotional blackmail methods by advising that the holidaymaker was attacking the livelihoods of those they employed and to the greater economy! Naturally we called the holidaymaker and through the telephone loudspeaker, advised all assembled that it was not appropriate to meet and discuss these issues and that their representatives should deal with the matter from thereon – the meeting should end! The holidaymaker later advised that he had felt dirty and that by seeking legal assistance, he was doing so through some back street method!
Badgering a holidaymaker, either in resort or upon their return is certain to escalate the problem! The notion that somehow holidaymakers are on some ‘compensation culture’ quest is distasteful in the extreme. This tabloid and simplistic explanation masks the real culprits – poor hygiene practices, poor customer services, denial of entrenched consumer rights and inappropriate behaviour toward holidaymakers who make complaints!
Stand by for more of the same, or will 2009 herald a greater corporate responsibility?
HTW has noted that amongst the submissions to the Committee on Toxicity (COT) it has been suggested that the symptoms highlighted by crew and passengers were akin to the condition of hyperventilation.
HTW has for many years received reports from concerned holiday makers or independent travellers as to the safety of their aircraft, ship or boat, train or road transport.
