| Whilst I write this, I am looking at a pile of | | | | have been out of the office for an additional 20 |
| customer files requiring a response to the | | | | days, not planned for and not budgeted for. Are |
| question: "Will I get my money back?" For our | | | | we expected to make them take this as leave as |
| clients due to depart in the next 24 hours and | | | | they cannot work? My view is straightforward: |
| who want a full refund, the answer is easy. Yes, | | | | No. This event was and is unforeseen. |
| we will provide a full refund, but can only do so if | | | | Unfortunately though, our insurers use this clause |
| the airline officially cancels the flight. If it is | | | | to prevent them from paying. We use it, so we |
| delayed, then it is ‘potentially going' and | | | | do pay! |
| therefore a full and unreserved refund is not | | | | So can we cope and will we survive? Yes we will. |
| applicable. I would like to emphasise that, at | | | | But it calls for the industry to question all aspects |
| Steppes Travel and Steppes Discovery, we are | | | | of travel. Whilst the people working in the travel |
| working around the clock to ensure that | | | | industry are used to disasters daily, be they due |
| everyone is accounted for. | | | | to weather, earthquakes, terrorist attacks or |
| The impact of this situation on us as a tour | | | | bombings, the closure of British airspace has |
| operator is huge. Liability insurance will not cover | | | | caught many travel agents and tour operators off |
| us, travel insurance will not cover our clients and | | | | guard. I believe some have left it too late to |
| our overseas suppliers may not refund us. This is | | | | implement their emergency procedures and this |
| just one of the dilemmas which I will be | | | | will cost them dearly later. We implemented our |
| addressing later in the week. But, for now, I have | | | | incident procedures within five hours of hearing |
| to ask myself a few questions, such as should we | | | | the reports that there were going to be air traffic |
| stick to our booking terms and conditions and | | | | restrictions. We had contacted most of our clients |
| implement our policy?" Probably not if our | | | | and made suitable or alternative arrangements for |
| reputation is anything to go by. Can we afford to | | | | them by 2.00pm last Saturday. |
| refund all monies if we are not getting a refund | | | | My consultants have worked tirelessly on call, day |
| from the airline or supplier? Our legal advice is | | | | and night since last Thursday. Whilst we have our |
| such that if we cannot be refunded, we cannot | | | | emergency procedures in place and business is |
| refund our clients. That seems hardly fair. So, | | | | continuing as normal, I would urge our clients to |
| why does this expensive insurance policy we take | | | | act in the best interest of everyone - tour |
| out not cover us? I can assure you, questions will | | | | operators, suppliers, airlines and indeed family |
| be asked - and answered. | | | | members - to continue with their holidays as |
| In the meantime we had more than 80 clients | | | | planned and confirm their booking. |
| stuck overseas earlier in the week and more than | | | | I am aware that we may have missed a call or |
| half of them are now back in the UK. We have | | | | not responded to a stranded client as quickly as |
| more than 50 clients due to travel this week and | | | | we might have liked and I unreservedly apologise |
| I have three staff still stuck overseas. One is in | | | | for this. I would welcome any feedback about our |
| Australia and she cannot get a flight back until 3 | | | | performance and hope that all our clients will |
| May, one is in Italy and she has been en-route for | | | | return to book yet another ‘beyond the |
| two days, and one is in Morocco, also en-route via | | | | ordinary' experience with us. |
| Tangiers and Spain. In essence, these staff will | | | | |