Judicial scandal round firm "Hermes-round".
Judicial scandal round firm "Hermes-round".
Peter Mihajlov, Andrey Samartsev.
Exactly year as it happens. On May, 30th for the first time in history
Huge "п п -86" should take off nonstop flight from
Samaras to Barcelona. On its board was about 260 tourists -
Samara, Tolyatti, Ulyanovsk. They anticipated the fast
Appointment to perfect Spain as firm "Hermes-round" promised,
Sold it of the permit But some hours prior to a start to tourists
Have informed, that the plane should make planting in Moscow,
Thus flight was extended on three and a half an hour. On the return
Ways the same plane was late in Moscow even longer. A little
The tourists, enough known people in Samara, dissatisfied with the such
Turn of events, have brought an action on "Hermes-round", wishing to receive
Indemnification for material and mental cruelty, which, as they
Consider, the firm has put to them. These affairs last till now. That
Has occurred, how happens, what tourists have appeared deceived? With
This question we have addressed to the general director of firm
"Hermes-round" to Tatyana Dobrjakovoj.
- About this history some newspapers already wrote. The point of view
Authors of publications completely coincides with claims of the dissatisfied
Tourists. It would be desirable to know your opinion.
- That all was clear, I will begin from the very beginning. In the past
To year the Moscow firm "Natali-turs" occupying in the lead
Position among those who is engaged in Spanish in Russia
Direction, declared together with "Aeroflot" nonstop
Flight Samara - Barcelona on "п п -86". Anything similar before not
Was. And before they have suggested us to act for half a year in
Quality of the general agent on sale of these rounds. We long
Deliberated over it, certainly, the flatter offer and have solved
It to accept. It is necessary to tell, that in Samara many very sceptically
Concerned this project. Not without the bases: all attempts of the different
Firms to organise direct flight from airport Kurumoch somewhere for
Border came to an end failure. Why so occurred, who
It is interested in that there were no these flights, - I am not ready
To argue on this subject. I will tell only, that tried to make it
"Intourist" - it has not turned out, the Samara travelling agency -
The same result. Therefore, when we undertook the project
"Natali-turs", on us looked as at people desperate.
- Why you have dared?
- Well, first, because the owner of this flight was
Such large, solid company, as "Aeroflot". Secondly,
The offer proceeded, as I have already told, from "Natali-turs", also
Having good reputation. We were only intermediaries and
Considered, that such role to us quite on a shoulder. It gave all
The bases to think, that all will be normal. First and was.
"Aeroflot" had been received all licences, the necessary are issued
Documents, and till last day nothing foretold any
Failures. Confirming to it we received circulars -
Signed by Itskova and other responsible persons of "Aeroflot". And
Only on the eve of a start to us have told, that the first plane on
Barcelona flies with planting in Moscow. And any
The explanations opening the reason of change of conditions of round, it is given not
Was.
- Well, though any motives have been informed you?
- Any. The president "Natali-turs" Mr. has called from Moscow
Sparrows also has told, that and so.
- And at you round has already been generated?
- Certainly, for two weeks to a start. Documents have been received
On each person, taking off this flight - the whole package with
"Aeroflot" tickets in which accurately appeared "Samara -
Barcelona - Samara ". We have made all as it is necessary. More than that,
The day before I met the chief of the regional customs
Services and the chief of boundary service, though it at all
Necessarily. They have declared, that they to us do not have any questions,
That they are ready to serve our tourists. And they stood together with
Me, seeing off group. Only did not serve. Because on it
Has not given the command "Aeroflot". It has turned out classical Russian
Vicious circle: finally all rests against the Samara
The airport which says that cannot let out us directly in
Barcelona, referring to frontier guards and customs officers, and those, in the
Turn, speak: "Please! - if will give the command"Aeroflot".
All was reduced to that on the third or fourth start "Aeroflot"
Has simply ceased to request Barcelona, it began to request
Moscow.
These are the big planes. These are the big money. These are the big games.
- And after that the round which has begun in Samara on May, 30th, a little
Tourists have brought an action against you. What particularly claims they
Show to firm?
- First, not planned planting in Moscow, and it
Additional three and a half an hour. Faster to serve 260
Passengers it is simply impossible. But, if attentively to familiarise with
Conditions of flight which are printed on the ticket it is easy to see,
That "Aeroflot", carrying out a scheduled flight specified in the ticket,
Reserves the right to itself to do intermediate plantings, starting with
Possible situations.
- But when people received documents, they knew, that fly through
Moscow?
- Certainly, anyhow. As soon as it became known to us,
We have notified at once everything, and everyone could on this basis
To refuse, and all money would be completely returned it.
Some now say, that have learnt about planting in Moscow only in
The plane. It cannot be. Everyone who though time left for
Border, and such in this round there was an overwhelming majority, knows,
That at planting to the international flight it is necessary to pass
Customs and "border".
Anybody of it has not passed. We will admit, we have badly informed, but
Any would understand, that, time customs and boundary service in Samara not
Have passed, them it is necessary to pass in Moscow. Though it already conjectures and
It is not necessary to speak about it.
- Some state insult, that in day of a start them have moved
From hotel (in Spain) in the morning and they have been compelled of half-day
To be wound on a city.
- In "the Instruction of the tourist" which is handed over to everyone, black on
To the white it is written: "the Checkout time in hotels - 10 o'clock in the morning".
Therefore, somehow to occupy hours having a rest in these some
Before a start, we plan excursion on a city. Who does not want in
It to participate, can dispose of time on the
To the discretion. Other claim: why bring to the airport for 3
Hour to a start. But such is the company-carrier requirement.
First, they are insured against possible delays of the bus in road
- Stoppers, etc. Secondly, registration 260 passengers, and it
Again the customs, "border", registration of tickets, demands time -
In an hour you will not consult.
- Well, and with what such long delay is connected in
To Moscow on a return way?
- This day (on June, 13th) in Moscow if remember, there was a hurricane with
Thunder-storm and downpour. All planes have been detained on meteoconditions. -
Anyway, the tour agency bears responsibility for those rounds,
Which she sells. You are accused that by you at all
Have apologised before victims. It is the truth?
- I do not wish anybody to accuse of lie. I can tell only, that we
Met that ill-starred flight and talked to each tourist
- With someone I, with someone my employees. By all have been brought
Apologies. I am ready to bring them and now, that day with each of
260 persons to talk personally was, for the clear reasons,
It is impossible. Some then came to us to office. We at once
Have declared, that are ready to compensate any expenses, which
Have occurred through our fault: bills of hotels, restaurants, etc. We
Very much we value reputation of our firm and we try to avoid
Incidents. Unfortunately, sometimes all of them happen.
The situation is made comments by the suffered tourists.
SVETLANA OF ZHDANOV, THE EDITOR OF ART PROGRAMS GTRK.
- You are assured, what can win process against "Hermes-round"?
- It is not assured completely not, but not because has put our wrong.
I consider, that we in the persistence are absolutely right.
Business not in that indemnification which we demand. I am simple
I try to explain to people who have come to tourist business,
As it is necessary to concern clients. This business - sphere for
Samaras new enough, and I am assured, that ours
Tourist agencies wish to work qualitatively, competently. Unfortunately,
While they do not do it, and are engaged rather fair
otemom money at people. Mine if it is possible so to say, judicial
Passion has inflamed already after returning to Samara.
I have called Mrs. Dobrjakovoj from "Hermes-round" and have asked,
Why nobody has arrived us to meet and has not apologised? After all firm
Knew, we have got to what scrape. On a return way us
Have sent in the airport of the Sheremetyevo which has been already overflowed
People. There was a terrible heat, there was no place to sit down, and children have
Was even to have a drink! Clearly, how much we have been exhausted by expectation
Start, but simple apologies "Hermes-round" would be enough...
- And you would not began to submit the claim?
- I swear! We did not thirst for blood, but after all even after ours
Telephone conversation of any attempts to apologise has not followed.
The desire to talk has not appeared at firm even after we
Have warned about intention to submit the judicial claim.
- In what your way the reason of such relation?
- Perhaps, it seems to Mrs. Dobrjakovoj, that personally I - nasty,
The mercantile person also I wish to play on any problems,
Which were at tour agency, that I wish to return money for rest,
Which, in general, was quite good. I heard, that before someone from
Participants of flight they have apologised, to someone have paid indemnification in
100 dollars though personally I with such people did not meet.
After refusal "Hermes-round" of conversation I have understood, that mine
Journalistic debt - to find out, whether can in today's conditions
The person to defend the rights. Look, in what situation
There are today clients of tour agencies. These firms actually live for
Our bill, but do not agree even to apologise, if create to clients
Problems. Really we for them still cattle and means for
Satisfactions of own vanity? Such at us
Unostentatious service, and I want, that it became persuasive in love
To me.
- How there is a trial?
- Now "Hermes-round" suggests us to find out relations with
"Aeroflot". It is possible to be engaged, of course, in casuistry, but, as a matter of fact
Affairs, the tour agency is guilty to me. It is its problem - to work
Further with "Aeroflot" or to find other carrier, which
Will concern more accurately clients of firm. About it it is possible long
To speak, I will result only one example. In Samara, when
Have detained a start and we have learnt, that we fly not direct flight, and through
Moscow, me have asked to pass our ticket to Mr. Vorobevu -
To the general director of firm "Natali-turs" which has organised
Flight. I have taken an interest, why it will not talk to group. Mr.
Sparrows has responded, that all will be settled, that back we is exact
Let's depart direct flight, and to talk to group he and has not thought.
In its tone was not trouble drops for our problems.
It is possible to tell, what is it trifles, but such trifles was much: in
Spain have imposed us unnecessary excursion across Barcelona, and
At last have for some reason moved from hotel on half-day earlier.
LARISSA MATROSOVA, PRESS-SECRETARY GAZBANKA.
- What exactly has served as an occasion to your reference to the court?
- The conflict has inflamed that firm "Hermes-round" not
Has constrained the promise, and instead of direct flight to Barcelona
Our group has been compelled to fly to Spain through Moscow. To us
It was necessary to spend some hours for planting in Moscow, to take out
From the thing plane, once again to pass customs, and after all in group were
Families with small children. It has occurred not only to ours
Group, I know, that after us many samartsy became victims
The same deceit. In due course the indignation wave has come even to
Regional committee on tourism.
- As you consider, why business lasts so long, if
It is known, what the firm has not executed the obligations?
- Business becomes complicated that direct flight has been promised to us on
Words. In the contract this moment is not designated. Therefore one of
The trial purposes - to pay attention of people that
To build the relations with tour agency on one trust it is impossible. We
Expected such complexities, therefore in Spain have begun
To prepare for court: collected inquiries from hotels, in which
The exact times of our arrival and departure is noted. It allows
To us today to prove, that time of our rest provided
The contract, it is reduced on all the day on fault "Hermes-round".
The normal tour agency would try to smooth down fault somehow,
Would offer a compensation or has at least apologised. In our case
The such has not occurred, and I am assured, that so "Hermes-round" arrives
With all clients. People simply have not got used to the normal
To the relation and rudeness perceive as due, therefore we and want
To show, that the relation to the client needs to be changed in a root - now
Other times.
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//* an information Source: the Samara review, 7.06.99
//* Reg. Nom. - 1090600023.01-------------------------------------------
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