Derek Jones

So Virgin Holidays has decided to stop offering its products for sale through travel agents, saying: ‘It’s just the way things are going these days.’ The rationale, according to Virgin Holidays is that when they sell through the trade they don’t talk to the customer directly and they need to make sure that the booking experience is in line with theirs, which they can only do if it’s direct with the customer. But hang on… is this really just the way things are going these days? I suppose that depends what they mean. If your strategy is to constantly and aggressively offer lower prices in your own channels than in other travel agents then of course that’s the way things are going. No sensible agent is going to support a tour operator that blatantly undercuts them on its website – there are only so many 10% weekend discounts an agent can take before they decide it’s not worth the biscuit anymore. Coincidentally 10% is the share of Virgin’s business that was left...

Volkswagen's sneaky software and rigged emissions tests have revealed that not only are the diesel engines in question a little dirtier than we thought – so too is Volkswagen’s reputation. Up to 11 million customers could be affected worldwide, with owners disappointed with the company’s dishonesty and underhand tactics. It’s an erosion of trust that will take years rather than months to overcome. Customers’ feelings are understandable; this is a company that’s been giving it the gung-ho in relation to green policies. Only last year the company claimed in its sustainability report: “We aim to be the world’s most successful, fascinating and sustainable automobile manufacturer. This is the target we set ourselves for 2018.” Oh dear! The environmentally-friendly diesels were a myth and Volkswagen has had to slope off to its awards room and hand back accolades including Green Car of the Year. So when it’s all gone wrong, where do you start in rebuilding your reputation? The a...