IATA representative Juan Antonio Rodríguez was questioned about the lack of communications between the aviation body and travel agents at the world summit of travel agencies in Granada.
One of the delegates wanted asked why there isn’t a smooth communication system between IATA and the agencies: “Why is nobody responding to emails, chats, etc.? Give us the opportunity to have a conversation, without mailboxes that no one answers.”
Mr Rodríguez acknowledged the lack of communication: “We need to improve. There is a global phone number for customer service, with an electronic channel or similar to banks. Everyone is moving towards that channel.
“I know there is fear among the agencies, but that shouldn’t exist. If something changes, agency owners. We need to understand how the processes of change occur, how that aspect can impact our controls. IATA does what it can to enforce the rules agreed upon by airlines and agencies because we were not the ones who drafted them. I take note to improve communication with all of you (the agencies).”
The summit was attended on behalf of the Irish travel Agents Association by CEO Clare Dunne and President Angela Walsh.
