Seán Barrett
Ceist:6 Mr. Barrett asked the Minister for Tourism and Trade if he has any plans to establish a tourism ombudsman to deal with complaints and queries from tourists.
Ceisteanna — Questions. Oral Answers. - Tourists' Complaints.
Bord Fáilte, the Regional Tourism Organisations and Shannon Development have in place established procedures for the receiving and dealing with tourists' complaints and queries about the tourism industry. Last year, primarily through the local Tourist Information Offices, Bord Fáilte received a total of 2,150 complaints from tourists — a reduction of 175 on 1991.
Would the Minister agree to establish a tourism ombudsman to handle the large number of complaints seeing that tourism is so important to our economy?
I do not accept that there is a large number of complaints. The total number of visitors from overseas last year was 3.1 million and there were 2,150 complaints. One complaint is too much but we must expect some level of complaints and I am satisfied that the level is more than reasonable. Earlier in Question Time the Deputy suggested establishing an ombudsman or a charter. I do not see the need for that and it would not be appropriate to pass tourism complaints to the current ombudsman as his job relates to administrative procedures. There is no need for an ombudsman as the buyer nowadays either in business or in consuming the tourist product in any country is well aware of his rights and is more than willing to pursue them if he feels he has got a bad deal.
The Minister's reply typifies his attitude to tourism, a very laid back attitude which is nice in a way but in this instance he is missing the point. Would the Minister agree that one of the principal aims of Bord Fáilte and of the tourist industry in general is to encourage tourists to return but that they are not returning? What I am suggesting would be one way of ensuring that tourists who have bad experiences have their complaints dealt with and answered. It would also ensure that standards would be maintained. Surely the Minister can see some merit in appointing an ombudsman in the interests of repeat tourism?
Undoubtedly the best sales person to sell Ireland abroad is the person who comes here, has a good time, gets value for money and goes home happy. He or she is more likely to influence others to come here than is the promotional activity of Bord Fáilte or anyone else. I accept that the whole question relates to standards. With regard to whether I am laid back about tourism, perhaps I am just laid back about life generally. It may be that I have seen so much it is hard for me to get too excited. Undoubtedly, over the past number of years standards have increased. I do not need an official report to tell me that, I know it from my own observations. There are now guesthouses that 16 years ago would have gained hotels a Grade A or a three star designation. That has happened because those involved in tourism know it is their livelihoods that are involved. Those in the industry realise that tourism is where their children will find jobs, that tourism is an important product and they recognise the competition from other parts of the world. The Deputy's idea is a nice one but there is no need to set up a special ombudsman. I will keep the matter under review.
Are all the complaints responded to and, if so, by whom? Will the Minister confirm that a majority of complaints relate to value for money and to the litter problem? In the light of the recent upsurge in crime against tourists, and in order to avoid giving tourists cause for complaint, will the Minister consider, in conjunction with the Minister for Justice, establishing as a practical measure in some of the Garda stations in the major tourist areas a victim support office where the Association of Victim Support could go into a Garda station and provide help, advice and counselling and language skills in order to assist tourists? There is such a procedure in most continental countries, I understand.
There are some questions on the Order Paper concerning crime and tourism. Perhaps the Deputy would await those questions.
I can tell Deputy Harney that of the 2,150 complaints received, 63 per cent related to accommodation, 4 per cent to car hire problems, 2 per cent to restaurants, 4 per cent to transport and 3 per cent to purchases. I accept that tourists who get a bad deal probably do not bother to complain, that they simply do not come back and, in addition, probably tell their friends not to come to Ireland. People in the industry nowadays are more aware of giving tourists a good deal so that they will return.
Because of the many complaints that are brought to my attention I urge the Minister to review his rejection of establishing an ombudsman to deal with this area. Is the Minister aware of the significent number of complaints, over 2,000, received by the President from places like Germany and the US particularly, from people who say they love Ireland but are putting off coming here because of our continuing support for hare coursing, for instance, a subject which is very topical in the House? Has the Minister been in touch with the Minister for Agriculture, Food and Forestry in this regard? He has been getting similiar complaints. Would the Minister accept that in the light of the legislation before the House, it is quite likely that this backlash or rejection of Ireland as a tourist destination will increase, given the publicity which may result, unless the Government decides to support the Bill?
I admire Deputy Sargent's skill in being able to introduce the hare coursing Bill into tourism. I do not accept that hare coursing has any particular effect on the tourist industry.
Will the Minister say who will follow up on the complaints listed? Who will investigate them?
Bord Fáilte.
Who will reply to a complainant?
If the complaint is made to Bord Fáilte they will reply to the person or persons concerned.
Would the Minister not agree that the reason we established the Office of Ombudsman was that people were not satisfied with the service they had been receiving nor with the handling of their complaints? Since the Ombudsman has proved to be so successful, would the Minister not agree that the appointment of an Ombudsman to this very important, multi-million pound industry would be well justified?
The point has been well made and tends to be repetitious.
Would the Minister accept that there will be a difference between what an average tourist thinks of Ireland and what any complainant might think, given that the latter comprise such a small proportion? Would the Minister consider undertaking any surveys of tourists leaving Ireland such as took place a couple of years ago to give us a broader picture of tourists' perception of Ireland?
I would be willing to deal with that matter. A number of representative bodies of the industry undertake such surveys for their information. For example, if one is engaged in the hotel business, one needs to know what tourists want. If I felt there was need for my Department to undertake such a survey I would do so. One will readily appreciate that 2,150 complainants out of a total of three million tourists would constitute a very small sample. I accept the point that it would not necessarily reflect an overall opinion of Ireland.
Most people do not know to whom they should complain.
Sir, while I know you said there were questions on tourism and crime I think they have fallen and one of them was mine. May I avail of the opportunity to ask the Minister whether he is satisfied that sufficient measures are taken to alert tourists to the increasing incidence of tourists being subjected to personal attack, muggings and robbings, especially in urban areas? Indeed, I encountered such a case myself yesterday when an Australian tourist was deprived of all her belongings and I had to negotiate with the Australian Embassy to faciliate her return to Australia. As Minister for Tourism, is the Minister causing any steps to be taken to communicate his displeasure to the Garda authorities at the worsening position?
The Chair is placed at a disadvantage here. We were obliged to pass over question No. 3 which deals with that aspect but I observe there are also related questions, Nos. 13 and 15. I wonder whether we should deal with them now rather than wait.
I thought Question No. 13 had been taken with Question No. 3.
Yes, Question No. 3 was taken when the Deputy was not present.
I accept that.
I am hoping we will come to related questions shortly. I am now calling Question No. 7.