Agent-airline tension mounts

TENSION between
airlines and agents
continues to mount
with some agents describing
relations to be more hostile
than ever.
Iata’s agency programme
was developed in the
1970s at a time when the
airline industry was highly
regulated and travel agents
were remunerated with
commission from airline
sales. Since commissions
were cut, travel agents are
no longer ‘agents’ of the
airlines in the true sense of
the word and, as such, feel
that the autocratic decrees
forced on them by Iata’s
agency programme should
be reviewed in favour of a
more co-operative approach.
Other ongoing agent
concerns include a need
to speed up the agent
accreditation process and
reduce associated costs,
to incorporate modern lowcost
payment options and
to introduce reciprocal riskmanagement
policies that
protect clients from both
agent and airline defaults.
Mladen Lukic, gm of
Travel Counsellors SA, said
it had become apparent
that airlines wanted to
change their distribution
model strategies and
NDC and credit card
acceptance policies were a
few of the actions airlines
were introducing in this
regard. While there is a
significant difference of
opinion between agent
community and airlines on
the benefits and validity of
these actions, the fact that
these actions are executed
without agents’ input, or any
participation in some cases,
is causing real harm. This
lack of open communication
was creating a great deal of
anxiety, as agents struggled
to maintain a harmonious
relationship with suppliers
who continued to implement
unilateral decisions
affecting their working
environment.
Owner of Sure Map
Travel, Melissa Phillips,
said agents currently felt
that airlines were actively
working against them rather
than offering them support.
“They ADM us at the
drop of a hat; we can only
interpret the dozens of
restrictive new rulings that
they are implementing
as sales obstacles; their
website fares are regularly
cheaper than those offered
to agents and, when we
reach out for assistance,
inexperienced staff give us
the runaround. You don’t
know where you stand with
them from one day to the
next,” she said.
Otto de Vries, ceo of
Asata, agreed saying the
Iata agency programme was
no longer fit for purpose
and encouraged Iata to
open a formal conversation
about reviewing it to
include agents in a more
meaningful manner.