Advanced Complaints Management Training

How well you manage your complaints is a key factor when customers differentiate you between your competitors. Understand how to structure and manage your complaints process effectively and take away top tips that you can implement within your business.

Benefit from an update on the Package Travel Regulations and the main clauses you need to be aware of when managing complaints. Learn about the alternative dispute resolution (ADR) options that are available to you and get advice on how best to prepare for customer complaints.

This event will cover the entire customer complaints process including your legal responsibilities; ABTA’s Code of Conduct; managing business safety risks; how to manage your people and processes and alternative dispute resolution (ADR).

• Understanding your legal liability
• ABTA’s Code of Conduct and how the complaints handling procedure works in practice
• Managing complaints management processes
• Using complaints to improve your customer service
• Managing business safety risks
• Alternative dispute resolution (ADR).

Moderator: Charles Fachiri, Senior Customer Information Manager, ABTA

Charles started his career in travel in 1987 when he worked for Sunmed Holidays, in the overseas operations office in Turkey and upon his return to the UK within the reservations and customer relations departments. He later moved on to work for Cosmos within the same field of customer relations, where he inspected hotels and followed up on complaints in destination. Charles then moved into the cruise sector where he worked for Royal Caribbean Cruise Lines. In 1997 Charles joined ABTA and now is the Senior Customer Information Manager

Speakers include:

• Alex Padfield, Director, Hextalls Law
• Diana Missoni, Code of Conduct Manager, ABTA
• Donna Mehmet, Senior Destinations Executive – Health, Safety, Crisis & Operations, ABTA
• Gemma Bassy, Head of Administration, Ambassador Cruise Line
• Hayley Nicolls, Contact Centre Manager, Tui
• Sarah Buckley, Customer Information Manager, ABTA
• Peter Quinn, Consultant (Digital & Inclusion lead, GOSS Consultancy Ltd

• Learn how to improve your complaints strategy, manage customer expectations and tailor your processes
• Improve your understanding of your legal liability including the Package Travel Regulations
• Hear how ABTA’s Code of Conduct works in practice, common breaches of the code and how ABTA can support you
• Gain an in-depth understanding of the arbitration and conciliation scheme including the best processes and preparation for a case
• Industry case studies – network with your industry peers to hear how they manage complaints.

This advanced level training day is aimed at those responsible for developing and implementing a complaints handling strategy, or who oversee business complaints handling procedures.

The event is ideal for team leaders and managers in customer care, customer relations and operations.

ABTA member/Partners:
Early Bird member rate - £249
Standard member rate - £279

Non-members:
Early Bird non-member rate - £389
Standard non-member rate - £419

Early bird rates have now expired. 

This includes lunch and refreshments throughout the day, all delegate materials, presentations and an attendee certificate. 

Make payment by credit or debit card. 

View our booking terms and conditions here.

Discounts

• Book three places and get 50% off the third place.
  ^{(This discount will be automatically applied when you book online.)}
• If you are looking to book for a larger group please contact events@abta.co.uk for a bespoke discount.

*To qualify for the ABTA member/Partner discount you must have a current ABTA member/Partner number or your application must be in progress when the event takes place.

Non-members are welcome to attend. For information about becoming a member click here.

Event partner

Hextalls is a specialist law firm offering a wide-range of advice to the travel industry. It can help with regulatory queries, contract drafting, dispute resolution including defending personal injury and other claims, debt recovery and employment law. It can also advise on health and safety and risk management. Hextalls is recognised as a leader in travel law and for its commercial awareness. Its philosophy is to understand its clients business so that it can offer practical legal advice at the right price. It has a dedicated team of specialists and acts for a number of travel agents, tour operators and other travel related organisations.

For information on sponsorship opportunities please email events@abta.co.uk.