Foreign Perspectives

Archive for the ‘Commentary’ Category

For a while now the action in the mutual society takeover stakes has begun to have the feeling that was around in the early 90s.

As in most things, the French assume that hotel reservations work the way that they worked in France 50 years ago.

Of course, they rarely use the internet to make their reservations (although, to be fair, that is changing) and generally phone. In fact, it’s not unknown to receive a letter asking for a reservation and expecting a reply by letter too. Out of the peak seasons, that’s not too bad but we just ignore any letters received like that during the peak season as we just can’t afford to hold a room on the off-chance that they may actually confirm the reservation a week or two later.

The use of debit/credit card numbers as a guarantee is virtually unknown to them and they almost always ask to pay a deposit by cheque. Their lack of experience of using their card to guarantee a room means that it’s quite common for them to think that they’ve paid for the room when they make a reservation online and have quoted their card number which often requires considerable explanation at checkout time.

One major cause of friction is that they assume that it’s fine to cancel a reservation at anytime without charge. Everywhere else in the world, you need to cancel a hotel reservation before the arrival time you quoted and often 24 hours or more before that. Here, they assume that if they’ve not stayed in the room, then it’s OK. After all, the room isn’t costing the hotel anything, is it? It might not be costing anything, but when we get cancellations well into the evening, we’ve often turned people away because with a card number guaranteeing the room we are obliged to hold the room. This year for instance we had two days when we were completely full and turning away numerous people yet had hardly anyone who actually stayed!

Abroad, it’s even worse for them though. By and large, the French only have debit cards and severely limited ones at that. Whereas in the UK the cash withdrawal limit on a debit or cash card is around £250 (EUR 500) per DAY, in France the standard limit is EUR 300 per WEEK. Not only that but whilst you could, in principle, buy a house on a debit card in the UK, there is a spending limit of, usually, EUR 3000 per month on French debit cards (which is why they continue to use so many cheques). For most purposes, that’s OK. However, consider someone booking into a hotel in the UK. The first think that is done is that the card is run through for an authorisation of, usually, £100 per day (ie about EUR 150), even if the hotel actually only costs about £50 a night. So, a French person can stay a maximum of 20 days in UK hotels and, of course, that’s before you consider spending elsewhere.

This is why France is one of the few countries in the world that doesn’t pre-authorise payments.

So, no, the French don’t understand hotel reservations work unless they’re in France with a hotel that only operates in France.

Many things that seem “obvious” in the UK, aren’t in France.

Of course, there are many things that are clearly different between the two cultures and after a while you think that you’ve gotten into the swing of things and can extrapolate into other areas of French life. Everyone knows that it’s common practice to urinate in the streets in France for instance so you turn a blind eye to that after a while as it’s just “something French”, like the streets being constantly full of dog poo. If you thought about it, perhaps you’ve wondered if the French would drop their trousers and do a load in the streets too. Well, I’ve not seen it done in the streets but it’s surprisingly common to see a van pull off the road in the country and the driver head off into the field with a toilet roll.

What about more “universal” things though? Clearly it’s obvious that electricians, plumbers and the like will flock to do even a small job where a large building is concerned. Isn’t it? Well, from a UK-mindset it certainly is obvious. Not so to the French. For them, a small job is always a small job even if it’s in a large building and therefore there are likely to be a lot more similar small jobs in the future with the possibility of a large job now and again.

If you do need something relatively small done, what happens is that the electrician/plumber/etc. will come out (quite quickly if you have a large property) and give you an estimate. He’ll then say that he’ll be back to do the work the next week, or perhaps even later in the same week. After a while in France, you get to consider “next week” as meaning sometime in the next month or two so you’ll wait quite a while before wondering if he’ll actually be back. In fact, if the estimate was for an amount under EUR 500 or so, he will never be back because French tradespeople just can’t be bothered to do work under that level.

Initially, we thought that the reason they didn’t come back was that we were foreigners, we’d said something we shouldn’t have, misunderstood something, or whatever. It’s not that though because our French neighbours told us that it’s typical of the attitude of the local tradespeople: they can’t get any small jobs done either. Want someone to put in an extra electical socket? Either do it yourself, or wait ’til you need the whole house rewired.

The overall effect of this is clear in French towns and villages all over the country. Over a period of time, the bit of the wall where that section of plaster fell off isn’t redone, the door that needed repainted hasn’t been, etc. It’s particularly evident in this area as there are twins of those towns and villages just over the border in Spain. Wherever you look, you’ll see that the French villages are that little bit rundown and if you walk into the backstreets you’ll see houses everywhere that look pretty much derelict from the outside. There are exceptions to this, of course, but they are almost always the houses owned by foreigners who’ve bought an almost derelict house and had it restored. The strange thing is that in equivalent Spanish villages, almost all of the houses look like they’ve been restored yet in many cases the buildings on the French side were built when this area was part of Spain.

The effect is so pronounced that you can pretty much watch the sweep of foreign ownership through the various villages simply by looking at the increasing number that are well maintained.

So does anyone do odd-jobs in France? Yes: the ex-pats do but the French certainly don’t.

That probably seems like an odd question at first glance. How can a country with a fairly major economy be called backward?

Oh, I agree that it has such things as new technology, consumer rights, labour legislation and the like. Unfortunately the belief that anything outside France doesn’t really matter is quite widespread and this negates a large part of those aspects of an advanced economy.

Consider new technology. Yes, France has internet access across most of the country. However, few people use it. Take for example our experiences of the Summer of 2005. Up until then, no French person had every booked online with us but over a six week period during that Summer something like 80% of the French bookings were made online. That’s not a bad percentage as obviously not everyone will book online. Interestingly though, for nearly all of that 80% their booking with us was the first thing that they had ever bought online. They’d never booked a hotel, never reserved a flight, hadn’t even bought a book on Amazon before. This was quite a representative group too which made it even more unusual. So, yes, France is very much a backward nation in terms of internet use in comparison to the rest of the western world.

What about consumer rights? In any supermarket in the UK, you can take back a faulty product and have your money refunded. Try doing that in France sometime. The attitude in the shops seems to be an amalgam of the very worst of practices from decades ago elsewhere. Refuse to pay for a service not delivered? The first reaction is to take you to court because you have to pay for it anyway. Think the bill from your insurance company is too high this year and want to change to another one? Sorry, you had to cancel the insurance two months before we told you what it would cost (no, really, that’s true!). It’s very much a backward country in this area.

Perhaps you think that France was way ahead of the game in introducing chip & PIN technology for its debit cards? It was, 10 years ago. Snag is that as with other things they only considered France so the technology they used couldn’t be rolled out elsewhere. Net effect? France has had to change all it’s card machines to cope with the international chip & PIN standard. Result of this? Chaos. It made life so complicated that all the shops in one local tourist village have stopped accepting all cards.

Note that I said “debit cards” in that paragraph. That’s because, even now, France doesn’t have credit cards in the sense of the term as used elsewhere. Overdrafts don’t exist either. In fact, on the whole France is one of the most backward nations in terms of financial products in the western world.

Labour legislation is one area where France will argue that it’s more advanced than anyone. The problem is that the laws governing employment are so strict that the unemployment level is much higher than it needs to be. Small companies just can’t afford to employ people in the hope that the business will follow: they need to be sure that the business is there because sacking employees is such a long and costly affair.

So, in many respects, France is quite a backward looking country.

In days gone by you could carry quite a selection of items onboard: case (up to 110 cm total dimensions) plus an assortment “personal items” which include such things as a handbag, coat, umbrella, walking stick, camera, a reasonable amount of reading material, essential medication, binoculars and briefcase or laptop. Bring a child and you can add a child seat and can take the pram up to the aircraft door.

Those are the former “official” items that you could bring but, as we’ve all seen, you could bring on bags substantially larger and, of course, you could always buy more stuff in the shops and dutyfree after you checked in which consequently was never weighed and had the overall effect that some people could barely carry the bags onto the plane. So, in reality, nobody paid much attention to the official list of items but even if you did, there was a very substantial chunk of luggage that could legimately be taken onto the plane. That’s before you even consider the exceptions that were always made.

Fly from the UK today and you’ll find that things are a good deal more strict. The case is now down to 55cm (essentially a laptop bag) and the personal items have all but disappeared from the allowances. It’s been a while since you could take a syringe on without proving that you were diabetic but even liquid medicines now require a prescription to prove that you need them.

Also out are the exceptions. So that precious cello that can’t go in the unpressurised baggage hold can’t go which is causing some grief with musicians who travel around.

OK, I do accept that the security risk at the moment means that there will need to be limitations on what can be carried through security checks. However, that’s the point: it’s the security checks that are limiting what can be carried on. The only real reason that you can carry on a 55cm bag is that business in the UK would grind to a halt if laptops couldn’t be carried around as airlines simply aren’t equipped to carry large numbers of fragile items in the hold. Is a 55cm bag packed with electronic equipment “less risky” onboard than a cello? Quite obviously it isn’t: a cello looks very simple on an x-ray, a laptop is anything but simple.

So why not the cello? Well, simply because the authorities don’t want to complicate the life of the security people with growing lists of exceptions. The large number of passengers passing through security checks means that yes/no decisions need to be taken quickly and at very low levels. The people on the ground screening your luggage almost certainly don’t know why they are excluding certain items, just that if an item isn’t on their list then it’s not permitted. Which is, of course, the problem – they need to be educated as to why each restriction is in place. For instance, all liquids, gels and the like are out because numerous explosives come in that form but I’d be willing to bet that the majority of people checking your luggage don’t know that’s the reason.

With some education, perhaps we could get back to a sensible carryon allowance. A 110cm bag full of clothes is much easier to check than a 55cm one with a laptop. For one thing, the complex electronics that make up a modern laptop could easily conceal a bomb timer; that’s even before you consider the battery which usually isn’t transparent on a scanner. In practical terms, I suspect that one extra bag needs to be permitted to carry passports, tickets and the like but I’d be inclined to call a halt beyond that for the majority of people.