Training day

Claims Handling in Travel

    19 March 2024
    10:00 - 16:30
  • Venue:
    ABTA, 30 Park Street, London, SE1 9EQ
  • View agenda
  • Book online

Event details

ABTA’s popular training day returns in March 2024.  

Attend this practical training day to give you the tools to effectively manage any claims you receive.

Whether you receive claims for break of contract, accident on holiday or illness on holiday its’s important that you understand how to respond to all types of litigation. Listen to expert lawyers and take part in practical exercises guiding you through your legal responsibilities when a customer makes a claim to your travel business.

About the event

As the travel industry continues to deal with the fall out from the pandemic, the claims landscape continues to change alongside the evolving challenges facing travel. Whether you receive claims for breach of contract, accident on holiday or illness on holiday it’s important that you understand how to respond to all types of litigation. Listen to expert lawyers take you through what your legal responsibilities are when a customer makes a claim to your travel business.

Take an in-depth look at how to handle a case to decide how to reply to a letter of claim and what steps you should take after replying. Learn how to investigate a claim, draft your own documents and correspondence and leave with practical tips to take back to your organisation.

Listen to how other travel companies manage claims via industry case studies and take the opportunity to put your questions to the experts throughout the day via insightful sessions, practical exercises and during the networking breaks.


  • An introduction to claims handling with an overview of the current claims landscape and how ABTA can help
  • Knowing your legal obligation, terms of the contract and the law on mitigation
  • Package holidays and who is responsible when things go wrong, liability for customers on excursions and introduction to contributory negligence
  • Practical exercises of beginning a claims process, drafting a defence, disclosure and witness statements.


Moderator: Krystene Bousfield, Partner, Travlaw


  • Nick Parkinson, Parter, Travlaw
  • Malati Parekh, Solicitor, ABTA
  • Kim Daplyn, Senior Guest Relations & Compliance Manager, Scott Dunn
  • Darren Hutton, Head of International Guest Claims, Royal Caribbean Group

Further industry speakers to be announced

Benefits of attending

  • Understand your legal responsibilities for accident on holiday, breach of contract, and holiday illness claims
  • Take part in-depth practical exercises throughout the day, spend time drafting correspondence when receiving and defending a claim, and leave feeling prepared to handle whatever comes your way
  • 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?

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

Event prices

ABTA Member/ABTA Partner* rate – £259 plus VAT 
Non-Member rate – £399 plus VAT 


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 for a bespoke discount.

Please note discounts cannot be combined.

Other information

Non-Members are welcome to attend. For information about becoming a Member click here.

View our booking terms and conditions here.

Make payment by credit or debit card. UK VAT will be applied. ABTA Members can also request an invoice.

*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.


ABTA Partner+ Travlaw Legal Services Limited 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 information on sponsorship opportunities please contact Sara Dolan on 07766 517 611 or email

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"Engaging, relevant, easy language and good explanations."
Wayne Roberts
"Informative event which provided a clear understanding of tour operator obligations in this area."
Zoe Hickling
"I really enjoyed the course. All the speakers were really clear and made it easy to understand."
Lisa North
Love Holidays