PR drive on as home-bound visitors left behind by late test results

Tourism authorities will be intensifying their global marketing efforts to lure more visitors here, while making communication on the island’s COVID-19 testing process a priority.

This was announced on Monday by Chairman of the Barbados Tourism Marketing Incorporated (BTMI) Roseanne Myers on the heels of a recent outcry by some outbound visitors who experienced major delays in receiving the results of their tests.

Some of the visitors complained that health authorities had promised their results within 24 to 48 hours which would be in time for their departure.

However, the tourists became stranded at the Grantley Adams International Airport (GAIA) and missed their flight because the test results were not ready.

One distraught visitor took to the BTMI’s Instagram page and in venting her frustration said she had planned to return to Barbados at the end of October/early November “but I am seriously reconsidering it”.

“I enjoyed my time on the island, sure. But, the process to arrive, experience at the airport and at the Gymnasium [testing site] wasted precious hours. To now learn delays are occurring present-day, what’s the plan for the anticipated increase of visitors at the end of the year” she asked.

Another visitor said she had spoken to the Ministry of Health about mistakes made in paperwork at the lab facilities on test results which could cause “hardship” at the airport if not caught ahead of time.

“How can Barbados become not only more efficient but much more accurate in copying-inputting information exactly as it’s given to the testers?” she declared.

But in apologizing to all concerned, Myers stated: “The BTMI is committed to ensuring we capitalise on the pent-up demand seen in all markets and will continue our aggressive marketing efforts to support the economy. As a priority, our communications will include information for travellers on the expanded testing for inbound and outbound travel utilising private and public providers.”

She told Barbados TODAY that the BTMI’s website has a list of options that authorities are encouraging all to explore.

“We will also continue to support the Government of Barbados, and where possible, make recommendations on more permanent solutions. We extend apologies to all impacted and reassure everyone that the relevant teams are working quickly to resolve all matters as testing capacity on the island increases,” the marketing agency’s chairman pointed out.

Myers is encouraging travellers including Barbadians, to use the state agency’s customer care 24-hour hotline which has been in place to respond to all queries since 2020.

“We are daily receiving queries from travellers surrounding test results and we are working with the Barbados Hotel and Tourism Association (BHTA) to assist. However, we are reminding travellers to first contact the front desk of their accommodation property for assistance with queries of this nature. This information is being collated by quarantine facilities and forwarded to the BTMI for follow up,” the BTMI chairman said.

She however advised those who call the hotline directly regarding test results, that they should have information readily available on the name of guest, name of property, indication of arrival or departure test query, date of arrival or departure, date test sample was taken, facility where test sample was taken.

Myers also explained that samples taken more than 48 hours prior to the customer query will be prioritized for resolution.

“Each case will be assessed individually based on the customer data provided and specific circumstances,” she said.

Meanwhile, interim CEO of the BTMI, Craig Hinds was upbeat about the outlook for visitor arrivals for the winter season.

“Airlines out of the major source markets, in particular the U.K. and the U.S., are reporting strong bookings compared to the last quarter of 2020. The November and December booking trends as reported by airlines and hotels suggest significant recovery, though not yet as robust as our pre-COVID numbers,” Hinds told Barbados TODAY.

He disclosed that overall, the loads are strong and demand for destination Barbados continues to climb.

“We continue to approach our increases in visitor arrivals thoughtfully, as our performance is inextricably linked to our ability to keep Barbadians and visitors safe,” said Hinds.
(emmanueljoseph@barbadostoday.bb)