Assignment 2 – Legal responsibilities
Situation 1 – The Airport
You are on airport duties in Malaga, Spain and there appears to be a problem with
the Manchester flight. It should be departing at 1800hrs although the aircraft has got
a technical fault and is still in Manchester. It looks like this is going to be a lengthy
delay as the handling agents cannot give any further information and nobody seems
to know what is happening.
The legislation that is being affected is the EU package travel regulation as the flight
delay means that the customers are to be given suitable arrangements. Part of the
legislation is that consumers have to be compensated where required. They should
also have the right entitlements to meet their needs. My own understanding of the
issue is that it is out of the hands of a holiday rep and people do not know what’s
going on. A holiday rep can deal with this situation depending on how much the flight
is delayed. They should keep customer calm and happy and give them what they
need. The compensation is different so it depends on the individual flights of the
customer. If it is 0-3 hours is no compensation provided. If it is 3-6 hours you can get
a light refreshment voucher which is approximately £5pp. If the delay is 0-9 hours
you are entitled to a full meal voucher which is 0-9 hours and if it goes above 9 hours
and overnight then customers may be entitled to accommodation for the night and a
meal that is close to the airport. This way customers can be given the entitlement
that they deserve depending on the delay. This will help to keep customers happy
during the delay if they get the relevant compensation. It would be difficult for a
holiday rep to prevent this is it is not in their control.
Situation 2 – Transfers
Your coach driver, Pedro has arrived at your accommodation to start your outbound
transfer. You are about to collect customers at the end of their holiday to take them
to airport, when you notice that one of the head lights is not working on the front of
the coach. Pedro tells you he has been working long hours recently and wants to
drive quickly tonight so he can hurry up home to his family.
The legislation that is being affected is the health and safety at work act. This act is
relevant to the scenario because the tour operator must ensure that all staff are safe
and this includes the coach drivers. The holiday rep has to complete necessary
documentation in relation to health and safety matters. They must make sure that all
practices and work systems are safe for their staff. My understanding of this situation
is that the coach driver is ignoring a major issue just to get home quicker whereas
the right thing to do would be to deal with the health and safety hazard. A holiday rep
can deal with this situation by alerting the coach driver of the hazard and ensure it is
taken care of. Even if they need to get another coach. The holiday’s rep could also
report the coach driver as he is creating a hazard by driving without a headlight. This
is important is it about the customers and the holiday reps safety. This show that the
holiday rep is complying with the health and safety at work act and is ensuring
customer safety. To prevent it from happening in the future a holiday rep can make
sure that the coach drivers are aware of the condition of the coach and make sure
Situation 1 – The Airport
You are on airport duties in Malaga, Spain and there appears to be a problem with
the Manchester flight. It should be departing at 1800hrs although the aircraft has got
a technical fault and is still in Manchester. It looks like this is going to be a lengthy
delay as the handling agents cannot give any further information and nobody seems
to know what is happening.
The legislation that is being affected is the EU package travel regulation as the flight
delay means that the customers are to be given suitable arrangements. Part of the
legislation is that consumers have to be compensated where required. They should
also have the right entitlements to meet their needs. My own understanding of the
issue is that it is out of the hands of a holiday rep and people do not know what’s
going on. A holiday rep can deal with this situation depending on how much the flight
is delayed. They should keep customer calm and happy and give them what they
need. The compensation is different so it depends on the individual flights of the
customer. If it is 0-3 hours is no compensation provided. If it is 3-6 hours you can get
a light refreshment voucher which is approximately £5pp. If the delay is 0-9 hours
you are entitled to a full meal voucher which is 0-9 hours and if it goes above 9 hours
and overnight then customers may be entitled to accommodation for the night and a
meal that is close to the airport. This way customers can be given the entitlement
that they deserve depending on the delay. This will help to keep customers happy
during the delay if they get the relevant compensation. It would be difficult for a
holiday rep to prevent this is it is not in their control.
Situation 2 – Transfers
Your coach driver, Pedro has arrived at your accommodation to start your outbound
transfer. You are about to collect customers at the end of their holiday to take them
to airport, when you notice that one of the head lights is not working on the front of
the coach. Pedro tells you he has been working long hours recently and wants to
drive quickly tonight so he can hurry up home to his family.
The legislation that is being affected is the health and safety at work act. This act is
relevant to the scenario because the tour operator must ensure that all staff are safe
and this includes the coach drivers. The holiday rep has to complete necessary
documentation in relation to health and safety matters. They must make sure that all
practices and work systems are safe for their staff. My understanding of this situation
is that the coach driver is ignoring a major issue just to get home quicker whereas
the right thing to do would be to deal with the health and safety hazard. A holiday rep
can deal with this situation by alerting the coach driver of the hazard and ensure it is
taken care of. Even if they need to get another coach. The holiday’s rep could also
report the coach driver as he is creating a hazard by driving without a headlight. This
is important is it about the customers and the holiday reps safety. This show that the
holiday rep is complying with the health and safety at work act and is ensuring
customer safety. To prevent it from happening in the future a holiday rep can make
sure that the coach drivers are aware of the condition of the coach and make sure
