In these challenging economic times, customers are – understandably – looking for good deals. In fact, at the recent Advantage Travel Partnership conference, chief commercial officer Kelly Cookes said she had never seen value be a driver of consumer intent in the way it has in recent months. Agents are, of course, used to clients trying to get the best bang for their buck, but many agents are drawing a line when people try to work the system in their favour. Emma Oldroyd, a member of Heckmondwike-based agency Total Travel, recalls how…
