Tourists ‘need moans agency’

Press, 6 September 1989, Page 5

Tourists ‘need moans agency’

By

PATRICK McLENNAN

Because griping tourists too often left “bad-mouth-ing” Canterbury and New Zealand, a central agency should be set up in Christchurch to deal with complaints, says a local marketing consultant.

Tourists had nowhere to go to “let off steam and record their story,” said a former Human Rights Commissioner and executive member of the Canterbury Promotion Council, Ms Diana Shand. “Those people that do have problems here create quite a difficulty outside the size of the problem. Problems become quite exaggerated when you’re travelling on holiday, but at the same time we want feedback.” If a non-aligned complaints office existed then tourists could let off steam and management would hear of the problems and be able to deal with them. Ms Shand believes that tourists now complain to staff and often their views go no further, or they go away "bad-mouthing” the city or country involved.

Ms Shand backed up a recent statement by the Minister of Tourism, Ms Wilde, about the effects

shoddy service and poor presentation from some tourist businesses had on the rest of the industry. Another Christchurch tourism operator does not believe, however, that there is a need for a complaints office. The operations manager for Guthrey’s Pacific, Ltd, Mr Dave Burt, said, “Frankly, I don’t think it’s a very big issue.” If a tourist was unhappy with aspects of a hotel or tour, a complaint would be dealt with immediately by Guthrey’s staff who would notify the management of the firm concerned.

Mr Burt said the New Zealand Tourism and Publicity office was often used as a central contact for tourists in New Zealand.

"Over the past year or two the tourist downturn has meant everyone has had to fight to get back on top. “A lot of tour companies have had to reduce their staff, and kept their best (staff) realising that they really have to look after their customers.” The tourist and publicity department’s acting Canterbury regional manager, Mr Owen Mnnrp <said thp office was

sometimes used for complaints. This was “pretty logical” considering its offices were nationwide and represented the Government’s stance on tourism.

“We don’t get a lot of complaints. Probably about 10 to 12 a year. Generally I think they get a good standard of service," he said. The N.Z.T.P. was up for sale and as the complaints facility was a non-com-mercial part of its functions it could not be ensured that it was continued under a new owner.

Ms Shand said New Zealand’s tourism potential was being realised by a generally hardworking and dedicated industry, but it was unfortunate that blemishes could create an impression that affected the whole industry.

Complaints were not often reaching the right ears, she said. “The number of people who have said, T can’t be bothered complaining,’ well we should be eliciting what’s wrong ourselves.”

The Canterbury Promotion Council was one option which could house a suitable non-aligned office, she said.