![]() ![]() Online countdown clocks – which the CMA inferred as a contributing factor to so-called “pressure selling” – have been a major part of the ecommerce experience for many years – not just on travel sites, but across the wider retail ecosystem. But assuming businesses return to some degree of normality in the coming months, some of the tactics scrutinised by the CMA are worthy of focus by IMRG. Issues such as pressure selling, misleading discount claims, and the effect commission has on how hotels are ordered on websites were all under scrutiny.įollowing developments in the UK and around the world in recent weeks, the probe seems like a lifetime ago and, to be honest, somewhat irrelevant right now in the face of a global pandemic and an industry on a knife edge. ![]() ![]() Yet just last September, the online travel retail sector found itself wrapped up in a serious Competition and Markets Authority (CMA) probe about the tactics it used when interacting with customers on the web. The virus and the accompanying government guidance for consumers to reduce social contact and avoid non-essential trips to help prevent the spread of the disease is going to have untold consequences on retail – perhaps none more so than the travel sector, which has already grounded thousands of flights, closed accommodation, and – in some cases – laid off staff altogether. That is only natural, and the fast-moving nature of it all, and how commerce and society is changing as a result, will continue to hold the focus for the months ahead. Right now, I would argue there can be no individual or business in the UK who is thinking much further than how the global health emergency, brought on by the ongoing spread of the coronavirus, Covid-19, will impact their immediate future. It’s amazing what an industry deems important can change so dramatically in just a matter of weeks and months. ![]()
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