In a stark demonstration of the kinds of “negotiations” a beefed up airline alliance will demand, Delta Air Lines refused to open a dialog with the American Society of Travel Agents (ASTA) about a rash of credit memos, preferring to deal with individual agents.
Their point of view is clear. Having a system where the airlines can impose their will on travel agents, tour operators and consumers through strengthened alliances is good business. When it comes to dealing with their customers, divide and conquer is their preferred method of doing business.
According to Travel Weekly:
ASTA President Chris Russo said ASTA offered to open a discussion in order to reduce the level of conflict between Delta and agents.
“What we got in return was airline boilerplate language that translates to ‘It’s our way or the highway,’ ” Russo said. “No good will come of this, but for now Delta appears to be hostile to improving industry relations with agents.”
“From the many travel agent responses ASTA has seen, Delta’s approach is to respond to agents in a nameless, faceless, robotic way, often ignoring valid arguments an agent might make.”
In an original letter seeking a dialogue, Russo said, “We have even seen examples in which Delta’s own automated schedule change system has created booking violations that were beyond the agent’s control, yet Delta has nonetheless forcibly collected funds from the travel agent’s ARC bank account.”
These are shades of things to come should the airlines be allowed to consolidate via strengthened airline alliances. There is nothing good to come from the alliances for consumers, travel agents or tour operators. Make sure to let your representatives in Washington know your objection to approving the anti-trust immunity the airlines are seeking through their alliances.
Charlie Leocha is the President of Travelers United. He has been working in Washington, DC, for the past 14 years with Congress, the Department of Transportation, and industry stakeholders on travel issues. He was the first consumer representative to the Advisory Committee for Aviation Consumer Protections appointed by the Secretary of Transportation from 2012 through 2018.
