As the Department of Transportation (DOT) prepares to implement new airline refund regulations, Travel Industry Solutions (TIS) has launched a comprehensive guide aimed at helping travel agencies, including those that are not merchants of record, navigate these changes. The guide offers clear explanations of the new rules, practical compliance steps, and effective communication strategies for addressing customer inquiries.
Given that many travel agencies operate without being merchants of record, confusion regarding refund liability is common. The TIS guide directly tackles this issue by providing a checklist of internal controls, marketing strategies to enhance value propositions, and critical questions agencies should pose to suppliers, particularly those that bundle air travel with other services. Furthermore, the guide incorporates insights from industry leaders like Allianz Travel Insurance and airline aggregator Regal Wings, establishing it as an essential resource for understanding the DOT regulations.
Sheila Folk, CEO and founder of Travel Industry Solutions, emphasized the importance of this guide, stating, “This regulation signifies a major shift for the entire travel industry, not just for merchant of record agents. Many customers lack a clear understanding of the difference between merchants of record, which can create confusion around refunds. We developed this guide to equip travel agents with the knowledge and tools necessary to remain compliant, effectively address customer inquiries, and uphold professionalism. Our objective is to support travel agents in safeguarding their businesses while delivering exceptional service to their clients.”
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