We spoke to travel industry experts for advice on how our industry can prepare to avoid disappointed customers, rebookings and even refund requests, as some travellers are inevitably turned away, forget to apply in time or simply didn't even know the changes had come into effect.
"Given that this is a new requirement, intermediaries have to be extra vigilant in alerting their customers, or risk having a lot of upset travellers and headaches," warns Simon Goddard, chief operating officer of Vibe, a provider of travel search and booking technology. "But the good news is that it should be a simple and quick process for customers."
Christian Sabbagh of Travelsoft (owner of travel technology platforms Travel Compositor, Traffics and Orchestra) adds: "Up-to-date booking technology can help make the whole visa process smoother, regardless of whether it involves existing rules or new ones such as the upcoming ETIAS. Similarly, staff training and clear instructions would be helpful to ensure consistent processes and responses. Around the world, anyone booking a holiday through a travel agency or tour operator expects guidance on visa and entry requirements. This is an important responsibility and is part of the service that travel experts provide".
Spencer Hanlon of global real-time payments platform Nium warns that where travellers are unprepared, the travel industry will suffer in the form of cancellations and the inevitable refund claims. While companies should, of course, do everything they can to prevent this from happening, Hanlon further recommends that they "at the very least, ensure that their payment platform can seamlessly handle any volatility without each refund costing them a lot of money and valuable time".
In terms of potential hidden benefits, Katie Crowe of travel insurer battleface believes this could be good news for the insurance industry - and those selling travel insurance - as many visa processes require proof of insurance. However, he warns that "these travellers are likely to opt for basic or minimum policies simply to get their visa, so insurers will have to work harder to sell more relevant and competitively priced policies rather than the inflexible one-size-fits-all policies that travellers don't understand or like".
Adam Harris of Cloudbeds, an independent hotel technology provider, points out that visa and entry requirements are not just an issue for travel sellers; hotels are often expected to provide proof of booking letters and also guidance on rules for travellers who arrive by car or boat and therefore do not go to the airline for help or use a travel agent. Adam says: "This is a real opportunity to add value to guests and build guest loyalty. We recommend using guest engagement tools that allow you to automate your pre-stay communications.
And there is even the potential to generate ancillary revenue, says Alex Barros of hotel revenue management platform BEONx, "whether it's charging for a visa management service or simply using the interaction to convert sales of other products, such as a transfer or room upgrade.
Author: Smarttravel News
