Turmoil around new group terms and conditions Transavia

Transavia’s new group conditions are viewed with mixed feelings by the Dutch mice industry. On internet forum MICE Netherlands a discussion has arisen in which it appears that the stricter rules are difficult to explain/sell to the end customer. Customers take options but are in fact already engaged in contract terms, the account says. Transavia is going to investigate the matter further, modify it if necessary, and says in a response, “We have already spoken to many people and are going to take a critical look at the conditions and put them more clearly where necessary to rule out these misunderstandings.

Deviations

Key items include stricter cancellation options within option bookings, and that so-called “deviants” – returning earlier or later than the rest of the group – are no longer covered under group booking. The latter must cancel and rebook his seat in a group booking at 100%. The baggage request is also stricter; if it is booked in with the option, a group will never get rid of the baggage if the group that wants to cancel long before departure.

Ad hoc

Another complaint: service on ad hoc flights has also been downgraded. Onboard service can no longer be bought off but must be paid for during the flight.Incentive agencies find it very difficult to apply the strict conditions of Transavia.com in daily practice.

Transavia response

Transavia is aware of what is going on in the market, and is now looking at possible adjustments. The response: ‘We have developed a new group tool to offer partners a more stable booking system. In the process, a number of efficiency strokes have been implemented for both us and the partners, but indeed a number of conditions have also been tightened. We are open to feedback from the market. This year, after the launch, a survey was sent out to our partners where we received a lot of feedback, both positive points and desired areas for improvement. We also held discussions with our customers.

We have segmented this feedback by topic and we are working with this list to see what, if any, adjustments can be made to it.

We have heard from the market that the group conditions are not entirely clear, which has led to misunderstandings. We have already spoken to many people and are going to take a critical look at the conditions and put them down more clearly where necessary to eliminate these misunderstandings.

 

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This article is written by

Tijn Kramer