Сюрприз от «БГ»: доплата без объяснений

В редакцию портала TRN обратились представители турагентств, которым оператор «Библио Глобус» без объяснения конкретных причин выставил доплату за подтверждённые и уже полностью оплаченные туры в Доминикану. Пострадали в этой ситуации компании, забронировавшие отель Barcelo Bavaro Beach 5*. Размер доплат составляет в разных ТА от 500 до 1000 долларов.

Больше всего представителей розницы возмутило отношение оператора к своим партнёрам-агентствам, которых компания просто поставила перед фактом. Вот что рассказали TRN в турфирмах…

Юлия Карсанова, руководитель офиса агентства ООО «Русский экстрим+» :

«Мы оформили бронь в Доминикану 9 ноября в отель Barcelo Bavaro Beach 5* (4 марта у наших туристов должен был состояться вылет). 10 ноября бронь была подтверждена „Библио Глобусом“, а 11 ноября полностью оплачена.

Но буквально вчера к нам пришло письмо от оператора следующего содержания: „Уважаемые коллеги! Доводим до вашего сведения о невозможности исполнения обязательств по вашей заявке с учётом ранее указанной стоимости в связи с существенным изменением обстоятельств. Просим произвести доплату в размере 992 $ в срок до 1 декабря, в противном случае она будет аннулирована в одностороннем порядке“.

Сказать клиентам, что нужно еще тысячу долларов доплатить, после того, как уже сообщила, что всё в порядке и подтверждено, по меньшей мере, некорректно. Очень хотелось бы услышать официальное объяснение руководства БГ, на каком конкретно основании они пересчитывают уже полностью подтверждённые и оплаченные заявки. На мой взгляд, необходимо прийти к какому-то компромиссу, поскольку сумма существенная, а туриста мы, наверняка, потеряем, когда он узнает о такой доплате».

Ирина Ксенофонтова, заместитель директора «Унисон Тур» : «Ситуация коснулась достаточного количества агентств. „Библио Глобус“, действуя подобным образом, создаёт прецедент внесения изменений в одностороннем порядке без объяснения причин происходящего в забронированную, подтверждённую ими же и полностью оплаченную агентством заявку. Есть только общая фраза, преподнесённая в письме, „существенное изменение обстоятельств“.

Два года назад подобный случай был с другим оператором. Менеджер лично позвонила и объяснила причины. В результате совместными шагами проблему решили. Если бы мне разъяснили ситуацию, допустим: ошибся тарификатор, подросли транспортные тарифы или что-то ещё, я бы услышала эти аргументы и, как партнёр, попыталась бы их понять и донести до своих клиентов.

Но со мной никто не вступает в переговоры, все вопросы, заданные в личном кабинете туроператору, до сих пор оставлены без ответов. Имеем только условие со стороны туроператора, что до 1 декабря нужно осуществить доплату в размере 707 долларов.

Я понимаю, всякое бывает, рабочие моменты и мы готовы их решать, но это должна быть совместная работа оператора и агента. А так получается, что мы одни на передовой. Объяснение с клиентами, поиск путей решения — всё ложится на плечи агентства. В такой ситуации и доверие, и лояльность клиента к нашей компании будут утрачены.

А если рассматривать ситуацию шире, то не явится ли наше безропотное проглатывание началом того, что подобная практика впредь станет допустимой и нормальной?».

Дмитрий Анпилогов, директор «Лагуна Тур» (Саратов) : «Мы забронировали тур 24 октября, всё было подтверждено и полностью оплачено. Туристы должны были отправиться в свадебное путешествие. Общая стоимость путёвки составила 2,5 тыс. долларов, а вчера нам выставили доплату 496 долларов.

Можно было бы позвонить, объяснить, попытаться совместно что-то придумать, найти выход из ситуации. Вместо этого мы просто получаем от оператора отписку, которая штампуется и рассылается в автоматическом режиме.

Конечно, БГ — огромная компания, возможно, им дела нет до партнёров в регионах, но мы сотрудничаем и с другими крупнейшими игроками, которые, если что-то случается, всегда звонят, и совместно пытаемся решить проблему. При таком подходе и я со своей стороны всегда готов приложить все усилия, чтобы урегулировать вопрос.

В наше время, когда каждый турист на вес золота, такое поведение и отношение со стороны оператора особенно неприятно. Если какие-то аннуляции происходят по нашей вине или туриста, то нас сразу штрафуют. В свете нового законодательства и грядущих правил взаимоотношений туроператоров и агентств, эта ситуация очень показательна. Возникает вопрос, кто кому должен выплачивать депозиты, агенты туроператорам, а может быть всё-таки наоборот?

В сложившейся ситуации „Библио Глобус“ полностью не прав, очень хочется, чтобы оператор понял и услышал, что так относиться к своим партнёрам просто недопустимо».

Надеемся, что туроператор отреагирует на ситуацию и предоставит адекватные комментарии. Портал TRN продолжит следить за развитием событий. Предлагаем в комментариях ниже поделиться своим мнением или присоединиться к обсуждению темы в группе RADIO TRAVEL.

Источник: trn-news.ru

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