To want to scream??? (Travel Industry)

[Pinklady1982]

I know a lot of people are under an awful lot of stress in their jobs at the moment, especially the amazing key workers we are all relying on so much, however, working in the travel industry has become more and more challenging over the years and now more then ever, we could do with a bit of understanding! We are getting people writing to us to say we are disgusting and they are appalled with us, they hope we go bust etc, because people don't want to follow the governtment guidelines. We are still human and understand people save hard for their holidays, just like we do. I swear people just think they are talking to machines that want to make their lifes difficult, so on behalf of everyone in the travel industry, please have a little more patience and understanding. Follow the advice and guidelines and this will all work out ok :)

Well said, I love my holidays but if I can get through this without losing a loved one I couldn’t care less if I ever go another one, ditto going to the pub or a restaurant. A wake up call if ever there was one.

I agree, and I am being patient as I understand they are very busy but I am waiting for two flights to be reimbursed, one of them from 11 th of February due to HK boarder restrictions. Communication has been terrible, it has cost me a lot of money and I have no income just now so I am beginning to get very annoyed.

Its really frustrating as a customer. My flights remain uncancelled even though the FCO advice is that there should be no direct flights to Austria from the UK! With 10 days to go I very much need a cancellation and refund, not vouchers or credit but it feels like a game where the airlines want to make me take credit and won't cancel until the last minute when I probably still won't be able to get through by email or phone. I'm never rude to staff as I get it isn't your fault, but it's super-unhelpful.

It can be very frustrating as I’m in a similar boat to cactus. Their behaviour is all a bit crafty! But I wouldn’t dream of talking to any staff in the way that you describe though.

I spoke to STA Travel the other day to re-arrange my sister's flight. She was wanting to come home early from her trip to Malaysia (for obvious reasons).

I really felt for the guy I spoke to. You could tell he'd been bombarded by people being rude and angry to him all day. Plus the phone lines were really struggling so even though he was crystal clear to me, I apparently sounded like a robot half the time.

Within a minute or two of me speaking to him he was already thanking me for being pleasant. I literally hadn't done anything special other than just talk to him like a normal person.

I get that this is a very uncertain time and people want refunds etc but I wouldn't be blaming the people you're speaking to or companies you're booked with. Also, if you want there to be travel companies available at the end of all this then I recommend credit notes - not refunds if you can afford it.

There's a rumour that travel companies are going to be allowed to offer vouchers instead of refunds to keep them afloat.
Not trying to scare anyone, I'm currently owed £10k

Ryanair's call centre doesn't even connect anymore, let alone leave you on hold. I'm not even trying to get a refund, just proof I didn't fly so I can claim on insurance.

Well said, I love my holidays but if I can get through this without losing a loved one I couldn’t care less if I ever go another one, ditto going to the pub or a restaurant. A wake up call if ever there was one.

Brought tears to my eyes, I'm so sorry OP and for everyone who is getting shouted at .

I have just returned 3 weeks early from the caribbean yesterday. Flights with BA. We struggled to get flights back. BA were great. There are pilots flying, flight attendants risking their own health still working, border control, BA admin staff working hard to get people home. It was scary. We are very grateful for the people still working trying to get people home where islands have shut, airports have shut and airspace closed. Thank you. If you know anyone still working in these jobs, please give them a big heartfelt thank you from the two of us.

www.independent.co.uk/travel/news-and-advice/package-holiday-refund-rules-suspended-abta-coronavirus-a9417261.html

@cockcrowfarm no offence but i think they are working hard to get people home and they should be focusing on that. We will get our refunds eventually. Cut them a bit of slack.

I feel your pain @pinklady I also work in the travel industry although am on maternity leave at the minute. The amount of abuse you get is absolutely bewildering and something I never imagined I would ever be on the receiving end of when I first started ten years ago. I've been speaking to my colleagues and the amount of customers phoning to ask 'I'm off to Spain in October, will my holiday still be going ahead?' as if travel agents have some sort of crystal ball! The priority is to get customers home who are in resort and to sort out bookings for anyone who is meant to travel in the next few weeks, everyone else is just going to have to be patient and understanding.

Oh trust me I do appreciate how frustrating it must be!! I'm working from home now, but before I could hear my poor colleagues having the stress of being shouted at by customers, then needing to call EasyJet or whoever to try to get through to them as their website crashed,waiting an hour to have an argument with them because they insist you use their website although it isn't working,then calling customer back to inform them what they have been told, followed by more abuse as they didn't like the answer etc. Just dealing with one person was taking over an hour. Everyone is working so hard to try and help. Most are working weekends and evening, missing family time and not knowing if we will have jobs at the end of this, so yes I do understand the disappointment and frustration, but please just bear in mind you will get an answer, just not as quick as you might like!

OP you don’t work in travel insurance do you?
My DD1 does and still commuting every day whilst worrying about her health to be met by abuse from arsehole customers, has it even crossed their minds that the person they’re abusing is still at work??

Op I’m sorry, the general public can be just awful sometimes, one year I was working on the social fund helpline at Christmas and the things people used to say to us were vile.

I was really looking forward to a holiday this year and my toddler was really excited and keeps asking when we can go on the aeroplane, but I am capable of recognising our disappointment is nothing compared to people losing their jobs and lives.

It's not okay to abuse people but I understand people's frustration. I've just lost all of my income in one day, and have been paying for a holiday (£1000 paid- a HUGE amount for us- due to fly in April-) but the company want me to pay the remaining £400 before a claim will be processed, but I'm not earning now and I KNOW the holiday won't happen so I'd be using my savings (which might stop me losing the house next month) to go to something that won't come back. I'm terrified and frustrated and fairly confident they'll just keep my money and all the insurance and atol/ Abta I relied upon is useless

No not in insurance. That's terrible she is still being made to commute. Alot of travel companies allow working from home in general, so that's awful they haven't arranged it. Nobody should be made to get public transport at the moment! Oh I know, people don't think, that's the problem. They just think we are robots who have no feelings so they can shout at us all they like, it's disgusting!

I have a holiday booked toNaples for October have paid 3/4 of the cost and if it comes to it that I will not be able to go this year I wont even ask for a refund I will defer my holiday till next year, but for the moment until on the beach contacts me I don't know what will happen, we had planned to tour Scotland as well this year on our motorbike but luckily had only planned the route and not booked any accomodation so will do that one next year as well

I work in a travel agents and quite frankly I'm pissed off that I'm sat in an office in close proximity of 5 other staff members, we have been waiting on our bosses to let us know about lowering our hours etc and pay. I understand the gov have said about 80% pay but if i have to self isolate i have no clue on if it's sick pay, unpaid or 80%! I'd rather go into lock down, health wise and pay wise!

@Waitingforadulthood that's sounds horrific, so sorry you're going through all of that. That sounds strange to me that you are being asked to pay the balance before you can claim!? Who is saying that exactly? ?

@Ideasplease123 are people even coming into the shop?? It's awful they are still making you go in!

@Pinklady1982 we've actually done a closed door policy as of 3 days ago so no customers are coming in we are working over the phone sorting files and refunds etc but the other staff members have all been living normal lives who knows if they've caught something, not sure why the bosses are dragging their heels with making us aware what we would get paid if we take the time off to self isolate out of choice

We've just cancelled our Easter holiday break and one in May and got a full refund. We would have been happy with vouchers part refund etc. We have left the one we have booked for next winter as it is for now and will be rebooking as soon as we possibly can to support the industry.
You in the travel industry are doing your best in an horrendous situation.
People are being so selfish and demanding though. The number one priority is everyone's health, then saving as many jobs as possible.

Same in the ferry trade, no one wants to go abroad and everyone wants a refund right now. Freight still moving thanks heavens so we may still have jobs at the end oof the outbreak

My Brother works for STA Travel in the head office, he has been drafted back onto the phones (he started as a travel consultant & worked his way up). He says it is difficult but most people being ok, he has his own trip booked in May & the airline is not giving any options at the moment. He understands the frustration.