I am a professional: people flew away, write, thank. This is a business: you can taxi the situation out, and when there is a fire, which in many ways helps to inflate the media, then impotence is already coming. I do not know the statistics of appeals, but I think that most agencies have such clients. My task is to work with each client and offer his option, because people are different and the options are also different, respectively, “she explains.

In Novosibirsk, two clients had problems with the hotel abroad, but they were solved, says the director of the firm agency Natalie Tours in Novosibirsk Elena Khlebova

To deal with such situations, Elena Khlebova, representatives of other agencies and tourists use the rules for refunding money for canceled tours, which was posted on her website by the tour operator “Natalie Tours” on July 4.

It is divided into three points: reimbursement of money for booking charter flights in all directions, on regular flights, if tourists agree to use the ticket and visa, and with refusal from them.

“If the applicant is ready to accept the Guarantee Service for Tourist Services of Panorama Tour LLC (this is the legal entity” Natalie Tours. “- MT), this document will be in the agent’s personal office and printed out to the client. The information on the amount of the obligation is also placed in the personal account. In the event that the applicant refuses to enter into the Guarantee Commitment for Tourist Services of Panorama Tour LLC, the documents are transferred to the reimbursement stage by the register in the order of the general order, “the document says.

If tourists want to use the air ticket and visa, then they have a small amount of time for treatment – until July 6, 2018 inclusive, and unverified tickets will be canceled. That is, to save tours, customers have, in fact, a day.

About the desire to use their ticket and visa clients “Natalie Tours” must declare before July 6, 2018 inclusive

At the same time, the regulations specify that the guarantee obligation for tourist services can be used starting from the races from April 1, 2019 to April 1, 2020. That is, the clients of “Natalie Tours” need to wait at least another nine months for their rest.

Elena Khlebova positively assesses the fact that the company’s website has an algorithm for actions for both clients and agencies: “I understand that this is the first operator who, in fact, first voiced that there are problems and he is in such ways their solves, requests support from partners and understands that the way out of this situation will be generally favorable for the market – for all travel agencies and for all travel agencies. I will not say that it is easy, but there are some questions, they are solved. The situation is worked out, it is registered. The head officially says that all the difficulties will be paid for. No one is not going anywhere, does not go away. ”

But at the same time, she notes that she feels bitter because of the large flow of negative information in the media.

Elena Khlebova is confident that this situation will affect the entire tourism market

“Everything was very good, and no one paid attention, but now the media broadcasts negative information -” exploded, “” left, “” fell, “” refused. ” I understand that the efficiency of negative information also has a big impact on the situation that has developed. If it were not for the fire, maybe it would have developed in a different way. There could be other scenarios. There would be no such tragedy, which began to take shape as a house of cards. It seems to me that this is a general blow to the tourism market and the industry as a whole, because the population has a fatal distrust to everything – to the state, the authorities, any industry. Now added to the tourist. This makes me sad, “concluded Elena Khlebova.