We hope you have found your dealings with us easy and straightforward. If you ever want to chat to us about your membership please get in touch HERE
Keeping ABTOT informed
As a member we need you to do the following:
- tell your customers when ABTOT protection is in force and equally do not include the ‘ABTOT promise’ on any travel arrangement which is not protected.
- maintain records of your clients’ bookings, accurately and up to date as ABTOT may require to see them whilst you are a member. We will also need a complete record of financial bookings in the event of financial failure. There is a requirement to make declarations of bookings in accordance with the membership conditions. There is also a requirement to pay application fees and shortfall premiums when they are due.
- advise ABTOT if there have been or are likely to be any significant changes to the ownership, management or programme. If any of these eventualities involve a major change to the member’s profile we will need to be advised immediately.
- advise ABTOT in the event that the member seriously breaches its banking covenants, has its credit card/merchant acquiring services withdrawn or suspended, or is the subject of any County Court judgements.
Monitoring and declarations
As the bond is based on projected turnover members are required to declare their actual turnover on a quarterly basis at the dates set by ABTOT.
It is a legal requirement that organisations are bonded at appropriate levels.
We have also set out some brief guidance HERE
The Arbitration Service, which has been devised by arrangement with ABTOT, is administered and managed quite independently by Dispute Settlement Services Limited.
This is a voluntary service available to members to provide an independent means of resolving disputes between you and your customers. It is a small independent consultancy specialising in consumer affairs and related travel subjects. It is a service for travel organisers and carriers who are members of ABTOT and for customers who find them in dispute over holiday arrangements.
It offers simple and an inexpensive method of settling disputes by the appointment of an independent Arbitrator. They will examine the facts and give a ruling quickly, without too much formality and without resorting to expensive litigation and in an atmosphere which can result in the retention of goodwill by both parties. Although not compulsory, ABTOT strongly recommend that you include the arbitration wording with your brochure or booking conditions, when they are next printed, under the heading ‘dealing with complaints.’
If you have an unresolved dispute with a customer, you should advise them of the Arbitration Service how it works and the costs involved.
What to do in the event of failure
In the unfortunate event of a claim it is necessary for a ‘rescue and repatriation‘ service to start immediate operation.
In order to administer a claim, ABTOT requires members to maintain and keep up to date booking records of all transactions throughout the duration of membership. These records will be requested upon notification of the operator’s failure.
In the event of any claim, ABTOT would need documentary proof of any payment made by the client to the travel organiser (e.g. invoices and receipts).
Progressing application and paying fees online
Please click HERE to access our online system.