• The Pandemic’s lasting impact on Customer Services – the good, the bad and the ugly

    When 11th March 2021
    Time 10:00 – 11:30

    Event details

    ABTOT’s second Managing Customer Complaints webinar will be streamed live via Zoom.

    Login details will be sent to all attendees a day before the webinar.

    We will be discussing the positive outcomes of the pandemic during this second ABTOT Customer Services webinar and what we have learnt during the past (nearly) 12 months. We will also be discussing the bad and the ugly and how best to manage them from a legal, operational and customer service perspective. There will be an opportunity for Q &A at the end of the session.


    Kim Daplyn, Guest Relations Manager at Scott Dunn will be sharing some lasting good customer relations practices implemented during the pandemic.

    Kim began her career in travel in 2004 at TUI, working for their Thomson and Crystal Ski brands.

    After three years she successfully applied for a role in Travel Republic’s newly formed Customer Relations team. When she joined Travel Republic the complaints department was being built from scratch and this gave her a great opportunity, to create and implement the complaint handling processes that are still in place today. At the beginning of 2015 she was invited to sit on the ABTA Customer and Legal Affairs Committee and has spoken at all ABTA Complaint Handling seminars and the Annual Law Seminar between 2015-2019, also speaking at the Travel Convention in Abu Dhabi.

    Keen to expand her skill base she enrolled on the CILEX Legal Training Programme in 2016, awarding her with a Higher Diploma in Law in 2019.

    She has now expanded her career in travel and started her journey in luxury in November 2019 at Scott Dunn as their Guest Relations Manager.

    Matt Gatenby – will be discussing some of the bad and the ugly practices he and his team have seen during the pandemic and the reasons behind them.

    Matt Gatenby is the Senior Partner at Travlaw, with over 20 years of experience in the travel law industry. Matt is proud to serve a vast array of tour operators, travel agents, trade associations, insurers and their underwriters. His skillset encompasses all types of travel law work, with a specialism in high value litigation and cross border disputes.

    A popular trainer and speaker, Matt is often asked to deliver in-house seminars and appear on panel debates. In addition to Travlaw’s own events, Matt has also spoken at ABTA’s legal events as well as for ABTOT, AGTO, AITO, ECC-NET, UKInbound, the Business Travel Association and many more, as well as pure legal events such as the International Bar Association (IBA) global conference. Matt also contributes to various travel media sources as well as legal publications such as Travel Law Quarterly and Solicitors Journal and comments on industry issues in the wider press.

    To find out more about this event or register for the event please email