There’s been a lot of discussion about travel credits and refunds recently and, where refunds are being issued, why they’re taking so long to be processed. It can be a minefield to navigate with your clients, so hopefully, this video can help shed some light on the situation.
In Australia, it’s estimated that 1-in-13 jobs are impacted directly or indirectly by travel and tourism. So, we all know somebody whose livelihood is dependent on some part of the travel and tourism industry.
This is why it’s vital for everyone to understand the situation we are currently facing.
In this video, CATO’s Chair, Dennis Bunnik tackles important questions around the complexities of the travel and tourism ‘ecosystem’, why travel credits rather than refunds are so important and why these credits and refunds are taking so long to be processed, to provide insight and answers to travellers impacted.
Dennis Bunnik speaks on behalf of CATO
The purpose of this video is to provide customers with a greater understanding of the processes and systems behind the scenes that the industry is tackling to unravel the millions of holiday bookings that have had to be cancelled due to COVID-19.
Bunnik starts by saying how sorry he is about your clients travel plans being cancelled. He says, “all of us in the industry are absolutely devastated by the events of COVID-19, and the fact that none of us can travel.”
“We know how important holidays are to us, and can only imagine how important they are to you.”
Dennis Bunnik, CATO’s Chair
Then Bunnik begins to talk about the questions that customers want answers to.
He explains why credits are being offered over refunds and why the process takes so long. He talks about the complexity of pre-paid sectors and individual holiday components, shedding light on what happens with your client’s money once the holiday is booked.
He expresses his frustration with the length of time the refunds are taking to get back to the clients. He says, “We want these refunds to be processed quicker, too. But it comes down to the system—just as your car is far more efficient going forward, and has far more functionality than when it is going backward, it’s exactly the same with the travel industry. The system wasn’t designed to work in reverse.”
“We are on your side in this. We understand it’s difficult and we’re all finding ourselves in a position at the moment that we don’t want to be in.”
Dennis Bunnik, CATO’s Chair
Bunnik ends the video with a positive message of teamwork. He says “let’s get through this and support each other the same way Australians have always supported their mates, each other, through tough times.”
Because, after all this, with a little teamwork and compassion, the travel industry will come out far better and stronger in the end.
The Council of Australian Tour Operators (CATO) represents the land supply sector of the Australian travel agencies. Its members, who include tour operators, wholesalers, and destination experts, create, supply and deliver the travel products sold online and through travel agencies.
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