‘We’re not ITCs’ – Serendipity

NESERENDIPITY has
redefined its
independent travel
consultancy model,
repositioning it as an
‘ITA model’(Independent
Ticketing Agent). This
follows the announcement
by Asata that it will
establish a forum to
develop a definition for
recognised ITC models in
the SA market, after the
industry called on Asata
to develop a framework to
curb rogue ITCs.
“We are not an ITC
model; we are a ticketing
agency where everyone
can fit. There are no set
rules and regulations,
because the world is
changing,” Dinesh Naidoo,
Serendipity Worldwide
Group operations director,
told delegates at the
SWG Conference held
earlier this month at the
Champagne Castle Resort
in the Drakensberg. He
explained that SWG saw
a need for a ticketing
platform in the South
African travel industry.
SWG doesn’t handle any
of its members’ financial
transactions.
“SWG is probably the
biggest disruptor of the
travel industry in South
Africa,” said Robyn
Christie, gm of Travelport
Southern Africa. She called
SWG’s evolution over time
commendable as well as
hair-raising. “Everyone is
waiting to point the finger
at you, because you are
rocking the boat.”
Robyn warned, however,
that being disruptive came
with responsibility. She
said it was important
to identify the role SWG
played in the market and
for members to abide by
a code of conduct. “If you
deviate from the code, we
will remove your GDS signon,”
she said, adding that
it was important to protect
both the consumer and
the supplier. “We give the
suppliers access to you
via the system. It should
not be compromised by
anyone.”
Ceo of Asata, Otto de
Vries, said SWG was
in an “amazing space”
but warned that it was
important to keep in mind
that it was necessary to
build a professional sector.
“We’re trying to drive
forward a professional
sector. We’re a sector
under pressure but the
opportunity lies with us in
terms of what our future
looks like.”
Otto agreed with Dinesh
that SWG was not
operating an ITC model.
“The only ITC models that
are globally recognised
and that operate in this
market are eTravel and
Travel Counsellors. Why?
They manage all the funds
and all the accounts. ITCs
do not touch customers’
money at any point. It’s all
centrally managed. ITCs
earn commissions and
revenues through the sales
they make.”
Asata is in the process
of defining the different ITC
models. “We are having
conversations around your
roles and responsibilities,
as well as the roles
and responsibilities
of the consortiums as
they relate to suppliers,
supplier contracts and
your relationship with your
customers. It comes back
to what we are trying to
underpin: a professional
industry,” Otto said.
He explained that, to
limit the possibilities of
fraud in the industry, Asata
would be implementing a
number of changes within
its checks and balances.
“We are ramping up the
way in which we expect
you to present your audits
every year. It won’t just
be your financials; we
will be asking for other
information as well.”
As an industry, it was
difficult to manage
fraudulent activities,
especially as rogue
agencies often moved
quickly, Otto said. “Even
in a regulated environment
like Europe, there are
rogue travel agencies.
People will always try their
luck, but our checks and
balances should allow us
some ability to manage
that.”