ABTA, the Association of British Travel Agents, is the regulatory body
for British Travel Agents and can be helpful to the disappointed traveller. If direct representation to
the travel agent does not bring satisfaction and the agent is an ABTA member, you should then approach
ABTA to seek a remedy.
As a travel industry regulatory body, ABTA maintains a strict Code of Conduct and ABTA companies
agree to be bound by the Code. This helps to ensure that you the consumer receives the best possible service
from your ABTA Travel Agent and Tour Operator.
Full details of the Code of Conduct and the Arbitration Scheme are available from
www.abta.com, the ABTA web site. In brief, this code says that consumers must receive accurate information
to enable them to choose the holiday that is right for them. All legal requirements such as the ATOL Regulations
and must make you aware of tall terms and conditions that apply. They also have a duty to give the consumer
guidance about any health requirements and the passport and visa requirements for your travel as well as
information about travel insurance. In addition, before completing a booking, ABTA Members must tell you if
the Foreign and Commonwealth Office has issued advice about your destination.
After the booking is made, ABTA Members must notify you as soon as possible if it is necessary to change
or cancel your travel arrangements. An ABTA Member cannot cancel your booking after the date for payment of
the full price unless it is necessary to do so for reasons outside its control. If this happens, the ABTA
Member must offer you the choice of having all your money back or choosing alternative travel arrangements.
Moreover, if there is a significant change to your travel arrangements they must offer you the choice of
accepting the changed travel arrangements or having all your money back.
Finally, if they cancel your booking or make a significant changes to the travel arrangements after the
date for payment of the full price, ABTA members must offer you compensation unless the reason for the
cancellation or change was outside of their control.
It is a little known fact that if a travel agent/tour operator wishes to impose a surcharge, they must
first get ABTA approval. A list of surcharge approvals is available at
www.abtamembers.org.
