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TAAB to start a tourist grievance cell

In a bid to expand the volume of tourism business in West Bengal and to augment the general tourism infrastructure, Travel Agents Association of Bengal (TAAB) plans to start a one-of-its-kind grievance cell. “We will look beyond complaints and offer tourists a forum that can solve all the issues they have during their visit to the state. The face of today’s tourism scenario has changed drastically and today’s travellers need more insight in terms of services, legal hassles, passport issues, payment procedures etc.,” said Suddhabrata Deb, Join Secretary, TAAB. TAAB managed a grievance cell in 2006, which was unsuccessful due to inadequate infrastructure and support from the government and other stakeholders of the state’s tourism trade. Promotional plans for the new cell will include featuring it in all brochures and papers disbursed by the TAAB members to tourists. The execution plan for the cell will be discussed at the Annual General Meeting of TAAB this month and the cell is expected to be operational by August 8, 2008.

Elaborating on the services of the cell, Deb commented, “Being the only association in the state to run a voluntary grievance cell, TAAB will execute and manage the cell with the help of players in the trade. The members of the cell will include leading tour operators of the state and also officials from areas like law, consumer fora, media etc.

“West Bengal has a big retail tourism market made up of a large number of small stakeholders. The state has tremendous tourism potential along with immense volume of business distributed among mid-level and small tour operators. The grievance cell that was in operation before, functioned on the idea of providing tourists with a platform to lodge complaints as that was the only area of concern of the state’s tourism business. We only tried to settle issues amicably,” informed Deb. The new grievance cell will be different in terms of services that will be offered. The cell will handle recent emergency cases like the political unrest in North Bengal and its consequences on the tourism industry. On the expectations generated from the cell, Deb said, “We are definitely looking forward to growth of business, along with increasing the brand equity for TAAB. But the basic motto is to serve the tourism industry as a whole.”

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