With COVID-19 shining a light on the potentially vexed issue of cancellation and amendment fees, Travellers Choice has unveiled a robust and compliant set of terms and conditions (T&Cs) that its members can use, free of charge, with all new bookings.
Managing Director Christian Hunter says the network's members have previously had access to a T&C template which was primarily used for online bookings through their Travellers Choice 'Site Builder' websites.
"Post-COVID it is vital that all travel agents seamlessly integrate T&Cs into every offline and online booking" Hunter says. "We recognise, however, that this is a specialised area that can be complicated and expensive for independent agencies to undertake, so we've worked with lawyers to craft a new and revised template exclusively for our members.
"Any Travellers Choice agent using the T&C template can now be confident they are meeting all of their legal obligations in respect to Australian Consumer Law, Fair Trading and the Australian Competition and Consumer Commission’s guidelines (ACCC)."
The template - which can be fully personalised and branded - incorporates a Schedule of Professional Service Fees that each Travellers Choice member can adjust according to their individual pricing policies.
In addition to the T&Cs template the award-winning group has created guidelines that explain why T&Cs are essential to the booking process and suggest appropriate ways to address the topic with customers.
"As we emerge from the coronavirus crisis, we will continue to encounter a number of challenges, some of which are yet to emerge," says Hunter. "What's important is that our independent travel agents know they are not alone; that they can at all times rely on their retail group to provide support that is practical, relevant and valuable."