Organisations & Operators,

ABTA has launched two new member advice helplines.
They will provide 30 minutes of free advice from leading financial experts on how best to dispute a chargeback, or how to protect a business from data breaches and other issues relating to cybersecurity.
The two new helplines join existing ABTA helplines on mergers and acquisitions, finance, employment law, crisis support, training and recruitment and VAT.
All of the helplines are operated by ABTA partners, who are leading experts in their respective fields.
Due to the ongoing pandemic, many refunds have been severely delayed mainly due to suppliers not issuing refunds swiftly, some customers have now turned to their card provider and asked them to raise a chargeback.

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In some cases, ABTA members have been receiving chargebacks from their merchant provider even when a customer has already received a refund
The chargeback helpline will help clarify contracts or misrepresentation under Section 75 of the Consumer Credit Act 1974, advise when a chargeback can be challenged as well as the correct processes for doing this successfully.
Travel providers often hold sensitive customer information offering a tempting target for cyber attackers, which can have very serious legal, financial and reputational consequences. 
The new helpline will advise on current threats in the industry, technology available to mitigate attacks, correct processes to prevent attacks or breaches, how to assess company data, as well as a plan for investigating attacks and establishing a response plan to maintain your business.
Alice Catterall, ABTA director of partnerships and events said: “The ABTA partner helplines provide an invaluable resource for our members with 30 minutes of free, expert advice on a wide range of issues.
“The two latest additions on how to dispute a chargeback and cybersecurity have been chosen as both areas can have very serious implications for our members’ businesses and I would strongly recommend that all our members take the time to access the helplines to put processes in place to safeguard their businesses.”
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On the Beach Group has confirmed the appointment of Zoe Harris as chief marketing officer.
She will take up the role in January.
Simon Cooper, chief executive of On the Beach Group, commented: “I am excited that Zoe has agreed to join On the Beach as chief marketing officer early next year.
“Her extensive experience heading up marketing functions at a variety of large digital organisations will be invaluable as we look to further accelerate our progress in 2021.
“We go into next year with a strong balance sheet and look forward to taking advantage of the large number of opportunities that will be available.”

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He added: “I would also like to take this opportunity to thank Steve Seddon and Dan Roche who have worked together to oversee the group’s marketing function through 2020, on top of their individual roles.
“While 2020 has been heavily disrupted, the improvements that we targeted and delivered are a testament to the capabilities and efforts of Steve and Dan.
“When Zoe joins the group in January, both Steve and Dan will continue with their respective brand and performance marketing directorships.”
Harris joins On the Beach from GoCo Group where she has been since 2018, initially holding the role of chief marketing officer for GoCompare and then chief executive for Look After My Bills (a GoCo company).
At GoCompare she was tasked with developing a differentiated positioning for the comparison site, successfully creating a marketable proposition that demonstrated to consumers that they are ‘better protected’ with GoCompare.
She joined GoCo from Reach (formerly Trinity Mirror) where she was group marketing director for nearly six years, working across both the nationals and regionals to refresh brand propositions and transform marketing activity to better resonate with consumers across both print and digital platforms.
Harris added: “I am thrilled to be joining On the Beach in the New Year as chief marketing officer.
“Simon and his team have developed and grown a great business and I look forward to being part of the next stage in that journey.
“There is no doubt that the travel industry has had a tough 2020 and, with the prospect of vaccines on the horizon, I believe now is a very exciting time to be moving into this exciting sector.
“The disruptive nature of the group’s business model, alongside incredibly strong performance marketing and a distinctive brand tone of voice is a heady combination.
“I can’t wait to get in amongst it!”
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Global Business Travel Association merges with Association of Corporate Travel Executives

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The Global Business Travel Association (GBTA) has completed its acquisition of key assets of the Association of Corporate Travel Executives (ACTE).
The move fulfils a pledge to unify the industry and help lead business travel out of the Covid-19 pandemic.
“We are beyond thrilled to bring GBTA and ACTE together, creating one home for the thousands of business travel professionals who will collectively bring back business travel bigger and better than ever,” said Bhart Sarin, president of GBTA.
As part of the integration effort, two former ACTE board members will join the GBTA global board of directors effective immediately. 
Alison Taylor, chief customer officer of American Airlines, will serve the remainder of the vacant vice presidency term.
Steve Sitto, senior manager, global travel and events for Tesla, will serve the remainder of the vacant direct member at-large term.

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Both terms will be completed at the time of the GBTA Convention in July.
“The addition of an amazing brand like ACTE will give GBTA members the absolute best opportunities for education, networking, research and advocacy.
“We look forward to combining the best attributes of both associations with our Ready. Safe. Travel campaign as we continue to advocate for business travel’s path to recovery,” said Dave Hilfman, interim executive director of GBTA.
In addition, a committee led by GBTA chairman, Christle Johnson, and former ACTE executive director and current DigitTravel Consulting senior vice president, Greeley Koch, will work together with GBTA staff and industry volunteers to identify the best value a combined GBTA and ACTE can deliver to its members.
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Wendy Wu Tours has announced Glen Mintrim is to step up from the position of UK managing director to chief executive.
The move takes place as part of a global restructure, and will be effective from the start of December.
Since joining the operator in 2019, Mintrim has led Wendy Wu Tours through a strong growth phase, despite the challenges of this current year.
He will lead the global senior team, driving an ambitious five-year growth and development plans as well as a significant focus on increasing support and resources for the trade.

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Announcing the appointment, founder Wendy Wu, said: “Glen is an exceptional leader.
“His track record in transforming and expanding our business across multiple new platforms, as well as delivering a wide-ranging reset of the core UK business, has been extraordinary.”
Wu added: “Glen’s depth of international experience, his collaborative leadership style, as well as his proven results in building a high-performance team at Wendy Wu Tours, will be an asset in the new chief executive position.”
As part of the new global restructure, global sales director, John Warr, will take full responsibility for the sales teams and business development managers in Australia and New Zealand.
Reflecting on his appointment, Mintrim said: “I am honoured and excited to take up this role with such an amazing and forward-looking business.
“We have a great culture and a winning strategy that has enabled us to weather the challenges thrown at us this year whilst continuing to grow. Building further on our success is a challenge I accept with confidence and determination, not only our business but for the travel industry as a whole.”
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The travel industry is mourning the passing of John Hays, the founder and managing director of Hays Travel, who died today at the age of 71.
A statement from the company said he died at work, doing “the job he loved”.
John, who with his wife and co-owner Irene Hays bought the Thomas Cook retail estate a year ago, was at Sunderland head office of the company when he collapsed.

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The couple built Hays Travel into the largest independent travel agent in the UK, providing jobs and careers for thousands of young people over 40 years.
Throughout the past year they did everything possible power to save jobs and protect the travel industry for the impact of Covid-19.
A statement from the company said: “He was held in immense respect by his staff, colleagues, family and friends and was recognised throughout his life for his many achievements.
“He was equally proud of his loyal staff who, under the direction of the board and senior management team, will ensure that the business continues to serve the customers of the largest independent travel agent as he would have wanted.”
Hays Travel took over parts of Thomas Cook last year
Hays Travel specialises in providing good value, quality holidays alongside excellent customer service.
Commenting on the passing of John Hays, Andy Cohen, head of ATOL, said: “I’ve had the pleasure of knowing John for over 30 years.
“He was a man of integrity and a very successful businessman who loved the travel industry.
“I spent many hours over the years talking sport, travel and many other subjects with John, who would often offer me advice.
“He was always a pleasure to be around, and I know he will be missed by many.”
Before it took on hundreds of Thomas Cook shops last year, Hays Travel had 190 shops, 1,900 staff, and sales of £379 million, reporting profits of £10 million.
Mark Tanzer, chief executive of travel trade organisation ABTA, said: “We were shocked and saddened to hear this afternoon’s news that John Hays has passed away.
“John was a major figure in the travel industry over many years, and created one of the industry’s most successful companies.”
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New figures from ABTA suggest nine in ten holidays were either cancelled or rearranged in July and August, as the Covid-19 pandemic caused havoc in the travel sector.
The new findings are from a survey of members carried out at the end of October before the latest lockdown measures were announced.
They also reveal that a third of businesses have not yet resumed active operations since the UK-wide national lockdown – demonstrating the constraints on the sector.
The lack of an opportunity to recover means that in the current trading conditions businesses expect to end the year 93 per cent down on bookings compared to this time last year.
Even before the latest lockdown, redundancies are estimated to have almost doubled over a three-month period – with 164,000 people either losing their jobs or having their jobs at risk in the travel and wider industries, up from 90,000 in August.

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In response, ABTA has renewed its calls to government to deliver a plan which provides tailored support for the industry and put measures in place to ensure a swift return to travel and boost consumer confidence after the lockdown has lifted.
It acknowledges that while positive developments this week, in terms of securing a vaccine, will go some way to restoring consumer confidence in booking future travel plans, travel businesses need help now.
It highlights that while other sectors – like hospitality, culture and the arts – have received specific support from the Government, travel businesses have been left wanting.
Mark Tanzer, chief executive of ABTA, said: “The travel industry has had no meaningful chance to recover – bookings have largely vanished, cancellations are common as destinations move on and off the travel corridor list and the government is yet to deliver a testing framework for industry and customers.
“The results are stark for businesses – job losses mounting at an alarming rate and viable, longstanding businesses closing their doors for good.”
He added: “But there is demand for travel and we are starting to see people booking for summer 2021 – demonstrating the importance of travel and resilience of the market.
“This will no doubt be boosted by the news of a vaccine, but we must remember that a robust vaccine programme is many months away and the industry is struggling now.
“It is short-sighted of the government to overlook the industry as travel is fundamental to our economic recovery.”
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TUI has confirmed there will be no trips to see Santa this year.
The UK & Ireland subsidiary revealed earlier it had taken the “incredibly difficult” decision to suspend holidays to Lapland this winter.
The move is due to the continued uncertainty surrounding travel and the unprecedented impact of Covid-19.
Visiting Santa is a truly magical, once-in-a-lifetime family experience and TUI said it had worked extremely hard in recent months to try to ensure it can keep the magic alive and guarantee children and their parents a safe and enjoyable holiday.
However, with the rapidly evolving travel environment and a Covid-19 test soon to be mandatory for Finland, TUI has decided that on this occasion, it would not be able to deliver on this promise and wanted to remove uncertainty for families.

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The health, safety and enjoyment of customers and colleagues continues to be the number one priority.
All customers impacted by this decision are currently in the process of being contacted to discuss their options, which include the opportunity to amend for next year, receive a refund credit note with an incentive or choose to request a full refund.
“TUI would like to apologise sincerely for any inconvenience and disappointment caused and thanks customers for their understanding,” added a statement/
The TUI holiday experience to Lapland is expected to return in winter 2021.
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Abercrombie & Kent has appointed Martin Froggatt to the role of executive vice president, destination management and as a member of the global management board.
He will take up the role on Monday, November 9th.
The job encompasses global leadership across Abercrombie & Kent’s destination management companies; of over 55 offices in more than 30 countries, and its luxury riverboat and lodges brand, Sanctuary Retreats.
Froggatt joins the business with over 25 years’ experience in the travel industry with leading brands such as Walt Disney Attractions, TUI and Travelopia in both the UK and the USA.
While at Travelopia, he managed the education, events and expeditions portfolios delivering record customer satisfaction scores, revenue growth and profitability.

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Under his leadership, the expeditions portfolio that included Quark Expeditions and TCS World Travel became market leaders through an unwavering focus on delivering the best customer experience.
He was also instrumental in the delivery of several mergers and acquisitions, including the sale of Travelopia into private equity.
Michael Wale, chief executive, Abercrombie & Kent, commented: “During these incredibly challenging times for the industry, I’m delighted to have Martin join us.
“As a renowned travel industry executive with a strong people focus, it’s great to have him on our global leadership team who continue to innovate exceptional travel experiences for our clients.”
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