Members Webinar: Defusing Customer Complaints

Date Wednesday 3 December 2025
Time 10:00 – 11:15
Online Teams Meeting

Attending our Members Webinar: Defusing Customer Complaints will give you the tools and techniques to deal with verbal, written and online complaints effectively.

This webinar is ideal for Members who want to learn best practices on how to handle customer complaints and be compliant with the UK Travel Regulations.

You will hear real customer complaint scenarios from an experienced customer relations manager and learn how they have learnt to manage the outcomes. As well as hearing from ABTOT’s Arbitration Service provider DSS and legal Associate Travlaw on how they help travel organisers to manage and resolve and sometimes defend against customer complaints.

There will also be plenty of time to ask questions.

Speakers

  • Samantha Bradbury

    Membership Director
    ABTOT

    As Membership Director, Samantha is the primary point of contact for ABTOT and the ABTOT ATOL Franchise. In 2025 ABTOT has over 400 Members, including a dedicated coach package holiday operator scheme (BCH), an ATOL Franchise and 3 merchant acquiring schemes. Samantha is responsible for overseeing the annual Membership renewals, dealing with day to day Membership enquiries, monitoring and declaration and reporting submissions. Samantha works closely with other Industry Associations and the ABTOT Associates, presenting at internal and external events and conferences.

  • Jo Jones

    Customer Service Manager
    Great Rail Journeys

    Jo has been with Great Rail Journeys for the past six years. Jo first joined the company as part of the Customer Service team, and after Covid moved into Sales, eventually becoming the Sales Team Leader. Customer service has always been her passion, so she was delighted to step into the role of Customer Service Manager in 2023. One of the biggest challenges in Jo’s role is finding the right balance between achieving the best possible outcome for GRJ customers while also keeping the needs of the business in mind.

  • Caroline Buchan

    Arbitrator and Administrator
    Dispute Settlement Services

    Caroline has been working for Dispute Settlement Services for almost 20 years as an arbitrator and latterly also as its administrator. Caroline’s background is as a barrister and mediator. Her career to date has spanned a variety of contract, negligence and travel related disputes. Over the past 15 years she has focussed increasingly on providing company commercial support to businesses to help them realise their governance and strategic objectives. When it comes to dispute resolution, she believes that communication is key. Good communication requires listening and understanding. It is absolutely possible to change working relationships for the better and align business and economic needs in a way that respects core values.

  • Krystene Bousfield

    Partner
    Travlaw

    Krystene is a senior litigation specialist at Travlaw, advising travel businesses on commercial and consumer disputes. With over a decade of experience resolving complex claims and complaints, she helps clients de-escalate conflicts before they reach court. A recognised voice in travel law, and known for her practical, no-nonsense approach, Krystene regularly speaks at industry events and delivers training on complaint handling, dispute resolution, and risk management across the travel sector.