The Association of British Travel Agents' spokesman seems to be damning the industry by way of his own faint praise (News, 15 June).

The fact that he thinks that a complaint rate of "less than 0.5%" is "minute" just highlights the problem within the travel industry.

If we, or any other professional broker, had a complaint rate even approaching one for every 200 transactions carried out, this would rightly be seen as a matter for concern - not evidence of a job well done.

Richard Lloyd
General manager
Lawrence Insurance Group