New Customer Charter to reassure customers
Tourism Minister Mary Hanafin T.D., today met representatives of tourism industry groups to discuss responses to the continuing challenges posed by the impact of volcanic ash on air travel. "The Irish tourist industry is responding to this latest challenge in a consistent, calm and coordinated manner" said the Minister.
Groups attending the meeting with Minister Hanafin included the Irish Tourist Industry Confederation, (ITIC), Irish Hotels Federation (IHF), Incoming Tour Operators Association (ITOA), B&B Ireland, as well as key tourism agencies - Tourism Ireland and Fáilte Ireland.
Minister Hanafin said Fáilte Ireland is working with the industry to draw up a customer care charter, which would help to reassure and improve confidence for both tourism enterprises and potential tourists. “This new charter will build on the positive approach of the industry in recent weeks in dealing with customers facing travel disruption. This new charter will address issues such as cancellations policy, pricing for delayed tourists, provision of timely information, internet accessibility and quality of services for all tourists affected by delayed travel plans due to volcanic ash.” The industry is uniting to agree the new charter as quickly as possible and Fáilte Ireland will assist them in this work.
The Minister pointed out that "at the heart of the challenge we face is confidence – both in the industry and most importantly the confidence of our visitors that they can travel without undue difficulty." She highlighted the extent to which improved knowledge has avoided prolonged closures in the last week and that the carriers and regulators are constantly refining their approaches as they gain more knowledge. "We will take every opportunity to tell our potential visitors that Ireland is accessible and open for business – and will continue to be – by air, sea and through Great Britain" added the Minister.
Minister Hanafin also pointed to the importance of keeping Ireland at the forefront of customers' minds. "As highlighted by the Tourism Renewal Group, customers need to be continually told and reminded that Ireland is a potential choice – and an attractive one."
Tourism Ireland has committed additional investment in marketing to strengthen their partnership with tour operators overseas.
The Minister praised the industry for its sensitive and farsighted approach to visitors who were affected during the earlier closures in April "I know that hotels, B&Bs and others will continue to look after their customers in the event of any future difficulties." She referred to the rapid and positive response from Fáilte Ireland to the initial disruption in April and welcomed Fáilte's continuing assistance to industry and tourists alike.
"There is also an opportunity here for Irish tourism to engage the Irish holidaymaker with attractive and accessible offers – highlighting the value and quality available within Ireland" said Minister Hanafin.
In conclusion, the Minister affirmed her commitment to ongoing and close communication and cooperation with the Irish tourist industry. She said "the key message we need to send out is very simple-
• Ireland is open for business
• Ireland is and will continue to be accessible
• There are many ways to get here – by air and sea, both directly and through Great Britain
• If your trip is disrupted or delayed, we will continue take care of you – because that is what we do and our value and service is second to none.
My priority is getting that message out and ensuring that we all work together, to get the best result for Ireland."
