WHEN asked to
book a tour not
yet designated
a definite or guaranteed
departure based on
current booking numbers,
travel consultants prefer
to recommend alternatives
with guaranteed
departures.
Corbin Parker, manager
of STA Travel Rosebank,
and top-selling Contiki
consultant in SA, sets the
scene. “Let’s say a couple
are flying out on Monday
to join a tour departing
on Wednesday, but just
before they are due to
leave, the tour company
un-confirms the tour. The
next available departure is
the following Monday.
“All of a sudden
there is a host of lastminute problems. In
addition to flight, visa
and accommodation
complications – not to
mention refunds and
escalating costs – what
about the permit to visit
Machu Picchu that took
60-90 days to obtain?”
Salome Douglas, a
Pentravel independent
personal travel expert,
does not want her clients
in such a situation. She
never sells tours that are
not definite departures,
especially because flight
availability within a few
weeks of departure can be
difficult. In this way, she
avoids future problems
and unnecessary costs
from the start.
“Rather I advise on
alternative dates or check
alternative tours that are
definite. It’s a principle
I stick with and I always
explain the reasoning
behind this to the client.”
In all the years she has
booked Trafalgar Tours
and Insight Vacations,
Lea Kotze, senior
consultant at Harvey
World Travel Blue Planet,
prefers clients to consider
guaranteed departures.
These are mostly, in Lea’s
opinion, dates in the high
season when companies
are confident they will get
sufficient numbers to fill
the tours, meaning that a
tour will definitely operate
on the scheduled day.
Lea says, as a rule
of thumb, for Insight
Vacations, a trip becomes
a definite departure once
half of the maximum
capacity of a specific
departure is sold. On
average, because a
sold-out departure
accommodates 40 guests,
a trip is designated
definite at the 20 guest
mark.
Tour operators mention
in their terms and
conditions that they
reserve the right to cancel
or reschedule a departure
and will refund or offer
alternative dates.
“This, however, normally
turns out to be a
nightmare for the agent
and client, with huge
financial implications,”
says Lea.
She understands that
tour operators cannot
guarantee all their
departures. “At the end
of the day, they are also
running a business.”
Toral Master, owner
of Tinku Travel, agrees
that travel consultants
generally avoid nonguaranteed options.
“The possibility of this
leading to an unexpected
change and having to work
through that kind of issue
at the last minute is not
something we wish to
choose.”
In the situation where
clients are happy to take
on a non-guaranteed
departure, Toral says
consultants should
ensure that the travel
insurance in place will
cover any unforeseen
delays, changes and
costs. “Consultants need
to be sure that clients are
on the same page from
the time reservations
are initiated to avoid any
misunderstandings.”
Corbin agrees that
openness and honesty
with clients is essential.
“Never sell a tour that
isn’t confirmed and
accept full upfront
payment without the client
being fully aware of the
implications.”
For him, a good
relationship with suppliers
is also important,
particularly since the
tours offered by the big
brands can’t always be
confirmed locally.
