New OFT approved ABTA code launched

ABTA’s approved code of practice is launched to consumers today (Thursday) by the OFT.

The code gives consumers booking a holiday confidence that they will receive a high standard of customer service where they see the OFT/ABTA Approved code logo.

Association members will be able to use the OFT Approved code logo to display their commitment to high quality customer service standards.

ABTA had to significantly increase the monitoring of its members’ activities in order to get the code approved by the OFT.

 The OFT only approves codes that are effective in safeguarding and promoting consumer interests beyond the legal minimum. The main benefits for consumers dealing with ABTA members include:

·     Access to low cost dispute resolution via arbitration should things go wrong

·     A disciplinary committee to deal with members who do not deliver the standards required by the code

·     A set of model terms and conditions

OFT chief executive John Fingleton said: “Holidays are one of the biggest and most eagerly looked forward to purchases of the year. Consumers booking a holiday with an ABTA member can be confident that they will receive a standard of customer service above the basic requirements of the law and access to a dispute resolution mechanism if things go wrong.”

ABTA head of corporate affairs Keith Betton said: “More and more consumers demand a dream holiday, and ABTA’s Code of Conduct sets down standards that guarantees the best of practices within the travel industry. Booking an ABTA holiday is the best way to realise those dreams.”

The association received 17,196 complaints about ABTA members in 2005.

The top 10 holiday complaints are:

1) Poor Accommodation

2) Travel agent or tour operator admininstration complaints

3) Pre-departure problems

4) Resort complaints

5) Cancellations

6) Building works/refurbishment

7) Poor service offered by rep.

8) Brochure/pricing query

9) Flight delay and airline service

10) Food 

The number of complaints going to arbitration last year reached 947. ABTA says about 80% of cases that go to arbitration are won by the client who will receive some level of payout. ABTA’s Consumer Department also resolves a number of customers’ cases without the need for arbitration.

ABTA receives about 1,000 complaints a year from customers of non-members but is powerless to act.

Report by Phil Davies

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