| The Codes of Conduct and
procedures that lie behind this commitment have been developed over
a number of years. If there is any more information or advice we can
help you with, you can write to us at the following address:-
ABTA,
68-71 Newman Street, London W1T 3AH.
or phone (+44) 020 7637 2444
For most people, their
holiday is the highlight of the year. Let ABTA help to make sure that
everything runs as smoothly as possible on your holiday.
FINANCIAL PROTECTION
ABTA takes great care
in checking the financial position of your travel agent and tour
operator to reduce the risk of anything going wrong. In the unlikely
event that it does, ABTA’s discretionary scheme of financial
protection will be in place. This protects the monies that you pay
to ABTA travel agents and tour operators and means that:
- if you are already
on holiday, you will normally be able to continue as originally
planned – you will never be stranded abroad.
- if you have not
yet started your holiday, you will get your money back or, where
possible, arrangements will be made for you to continue with the
planned holiday.
If you buy flight-based
packages or discounted air seats from an ABTA tour operator, protection
will normally be provided by the Air Travel Organisers’ Licensing
Scheme (ATOL) operated by the Civil Aviation Authority.
Please note, however,
that in the event of the failure of a non-ABTA tour operator, even
if the booking was made through an ABTA agent, you may not be protected
by ABTA. You should ask your agent to obtain from the tour operator
details of what financial protection is in place in the event of
their failure. Completed holidays or contracts that have been broken
at the time of the financial failure are not protected by ABTA’s
scheme of financial protection.
If you have a holiday
booked with a failed ABTA travel agent or tour operator contact
ABTA's Claims Department for assistance and advice. Tel: (+44) 020
7637 2444
QUALITY THAT SHOWS
The ABTA Codes of Conduct
mean that every one of our travel agents and tour operators has
to work to the highest standards of service and quality. Descriptions
of travel arrangements must be compiled according to comprehensive
guidelines set by ABTA to ensure clarity and accuracy.
ABTA members are required
to give you comprehensive advice on insurance, visas, passports,
health requirements, and any alterations to your travel arrangements.
Each ABTA member's
office contains properly qualified staff. ABTA's Travel Training
Company provide comprehensive courses for staff at all levels, in
order to help ABTA members give you the best advice.
When you see the distinctive
ABTA symbol in your tour operators brochure, in your travel agent's
window, or on letterheads and advertising, you can be sure you've
picked the right people to deal with.
COMPLAINTS RESOLVED
Complaints about holidays
are best dealt with on the spot by the tour operators representative.
If you need to take the matter further you should first raise it
with the travel agent with whom you booked your holiday. The agent
may be able to help resolve the problem, but if not he or she will
raise it with the tour operator concerned. If you've followed these
steps but still have a dispute, we can help. Because we provide
a low cost independent arbitration service to ABTA members' clients,
administered by the Chartered Institute of Arbitrators.
It is a simple inexpensive
way to reach a legally binding solution, and does not require you
to attend court as it is all done by paperwork. The availability
of this service does not affect your rights to resolve a dispute
through the courts.
When you have taken
the matter up with your travel agent and or tour operator but have
not had a reply after 28 days or have received an unsatisfactory
reply please write to our Consumer Affairs Department.
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