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The issue of unscrupulous operators in the travel industry making extravagant offers but failing to deliver on them is not a new one and has been a problem for some time. I wrote about it a while ago, but like global warming and over-tourism this scourge seems to be continuing to grow in the industry and has now reached such proportions that I feel I need to revisit it to try to warn consumers and industry role players alike of what is happening and what kind of action needs to be urgently taken to deal with it. What worries me about it is that it is something far more sinister than global warming or over-tourism, because it is blatant criminal action that tries to scam people out of their hard earned income – and it has reached such large proportions that it now threatens the good name and legitimacy of genuine, professional Travel Agents with long-standing credentials.
The alarm about this issue has been raised again recently because ASATA, the Association of South African Travel Agents, sent out a communication to its members regarding a surge in complaints from consumers about fraudulent travel businesses. The latest scams are mostly driven on social media and invite potential holiday makers (many people over 65 are targeted, showing their total disregard for scamming retirees of their savings) to communicate on WhatsApp, even asking for WhatsApp codes, which should be your first alarm bell as a consumer, as these should never be shared. Huge savings on flight tickets, mostly, but sometimes on vacation packages too, which can run into not only tens, but hundreds of thousands of Rands, are offered. However, the tickets and/or holiday packages, after consumers have been duped into making down-payments, fail to materialise.
Consequences and potential solutions
Like someone bitten by a stray dog whose mistrust of all dogs is conveyed to others, the damage done by these scammers creates mistrust and bitterness throughout the industry. I have even heard of the legitimacy of long-standing, highly trustworthy businesses like our very own “Bushbreaks’’ being questioned. It is essential, therefore, that all operators throughout the industry need to step up our efforts to alert the public to the nature of these scams, what they need to look out for, and what to do if they have any inkling that they may be being targeted. I have mentioned these things in previous articles, but once again, and this time with far more of a sense of urgency, let me recap.
What can we do?
A few practical steps the consumer can take are, firstly, to ask your travel specialist (even your online agent) to confirm – under which International Air Transportation Association “IATA” number is ticket being issued. Legitimate agencies will be able to provide you with this because whether they are large or small – they either have their own, or are affiliated to a business that has one. Copies of the certification should be available and you can also establish whether you are dealing with someone who is issuing tickets in SA or abroad. If you are now thinking that perhaps it is safer to directly approach the airlines, make sure you are using their official websites. Just bear in mind that direct ticketing doesn’t come with a handy agent at your side to handle queries, visa’s, insurances etc. Legitimate agencies are not only invaluable to you in the planning and organising of a vacation, but they have the international footprint and influence to get the best genuine package deals.
The next step is to ensure the legitimacy of the agency offering you the deal. Check that they have a legitimate website. Try calling the number and use google maps to confirm the images you see at the location looks like a place of business! Make sure when sent payment links, that the payment gateways look like familiar names you trust in South Africa. Finally, I can only reiterate what has been said a million times, but it sums it up – If it seems too good to be true, it probably is!
The need for healthy skepticism!
Let me be clear that I am not suggesting that smaller entrants into the industry should not be encouraged. I am a great believer in encouraging those with an entrepreneurial spirit to enter an industry rife with opportunities, but new operators must understand the need for compliance if they are to be viewed as legitimate.
All this article seeks to accomplish is to once again emphasise the need for healthy scepticism when making large purchases. Whether it is a dream holiday or a new car, someone will be trying to rob you of your money, and unfortunately, when they succeed, they give everyone else a bad name in the process. With eyes wide open, we can make sure they don’t!
Lidia de Olim
CHIEF EXECUTIVE OFFICER