Claims Handling in Travel – London

    27 February 2019
  • Venue:
    ABTA Ltd
  • Location:
    30 Park Street, London, SE1 9EQ
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Event details

This one-day seminar will deliver practical guidance to help you gain a wider understanding of how to manage the claims you receive.

You will receive hands on training from ABTA and event partner Travlaw as well as hearing case studies from travel companies.

About the event

The event will cover three types of litigation: breach of contract, accident on holiday and illness on holiday claims. You will have the opportunity to take part in three different practical exercises, as well as hearing advice on your legal obligations from expert speakers.

Travel organisations have had to get to grips with how to investigate and respond to claims effectively. This seminar will give you the tools to understand and handle these claims.


  • Knowing your legal obligations around breach of contract, accident and holiday illness claims
  • The impacts of the Package Travel Regulations on customers’ rights
  • The role of Alternative Dispute Resolution (ADR) schemes
  • Learn how to investigate and respond effectively to gastric illness claims
  • Industry case studies on breach of contract and illness on holiday claims


  • Moderator: Susan Deer, Senior Solicitor, ABTA 
  • Matt Gatenby, Senior Partner, Travlaw
  • Krystene Bousfield, Solicitor, Travlaw 
  • Gregg Hunt, Managing Director, Hunt ADR 
  • Ian Bates, Client Services Manager, Customer Claims, Thomas Cook UK & Ireland
  • Irena Jasinski, Customer Services Manager, Balkan Holidays Ltd

Benefits of attending

  • Hear an update on recent cases surrounding breach of contract and holiday illness claims
  • Take part in three practical exercises which will leave you prepared to handle any claims you receive
  • Leave with top tips on how to respond to claims effectively, which could cut your litigation costs
  • Network with industry colleagues and share experiences with those in a similar role to you

Who should attend?

This event is aimed specifically at tour operators and claims handlers from tour operators’ insurance providers.The event would be useful for travel professionals who are involved in the handling of claims and the following teams:

  • Directors and senior managers
  • Legal teams
  • Customer service teams
  • Claims handling teams.

Event prices

ABTA Member/ABTA Partner rate* – £229 plus VAT 
Non-Member rate – £349 plus VAT

*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 ABTA Conferences and Events. For information about becoming a Member click here.

View our booking terms and conditions here.

Event sponsorship

Event partner

ABTA Partner+ Travlaw LLP are 100% committed to serving the travel and leisure industry – from tour operators and travel agents to airlines, hotel groups, event management companies and their insurers. We pride ourselves on being one of the top travel law firms in the UK. We are a large, experienced team of highly professional yet approachable lawyers who are tried and tested specialists in advising.

For details on how to promote your company via headline sponsorship, branding and exhibition, contact Matt Turton on 020 3693 0194 or 

To view our commercial opportunities brochure click here.

I want more information about this event

Contact us for more information about this event.


"The event was good, practical exercises, opportunity to talk and discuss cases with other candidates. A good balance of professional knowledge and opportunity to take part in the day."
Debra Telford
Your Golf Travel
"Truly enjoyed the event, meeting and talking to the other delegates. Liked the practical exercise too."
Elle Langlois
The Travel Advice Centre
"Great selection of speakers and attendees, well structured, informative."
Toni Boswell
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