Claims Handling in Travel

    31 March 2022
  • Venue:
    Central London
  • Book online

Event details

ABTA’s one-day practical training day will give you the tools to effectively manage any claims you receive.

About the event

In light of the pandemic, the claims landscape is constantly changing 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 Q&A sessions and during the networking breaks.


  • Understand how the COVID-19 pandemic has changed the claims landscape and what claims are most prevalent 
  • Knowing your legal obligations around breach of contract, accident and holiday illness claims
  • Recap on the impact of the Package Travel Regulations on customers’ rights 
  • Understand the terms of your contracts so you can effectively respond to breach of contract claims 
  • Learn how to investigate and respond to illness and accident on holiday claims 
  • Travel industry case studies – practical tips on dealing with claims 


Speakers include:

Moderator: Javed Ali, Legal Consultant, Hill Dickinson LLP

Javed Ali headshot

Javed is an experienced travel, commercial and litigation lawyer, advising the industry for the last 20 years on a wide variety of issues including commercial, regulatory and non-contentious matters. He has specific expertise in relation to the Package Travel Regulations, drafting and negotiating hotel and supplier contracts, tour operator booking conditions, carriers conditions of carriage, consumer protection, media, competition and immigration law. He also advises clients on the Maritime Labour Convention, ITF Agreements, the ISM Code and the General Data Protection Regulations.

Malati Parekh, Solicitor, ABTA 

Malati joined ABTA’s Legal team in March 2016. Her role is to provide legal support to all departments within ABTA on contractual, intellectual property and compliance matters, including assisting with company secretarial duties. She has over 20 years’ experience of working in different roles in the travel industry, giving her the opportunity to gain a wide variety of experience on travel-related legal matters, including regulatory, contractual and consumer law issues, as well as litigation. Before coming to ABTA, her last position was as Customer Claims Team Manager for a large travel company, managing a team dealing with personal injury claims from ‘cradle to grave’, including dealing with litigated claims. She was also involved in various cross-border contractual claims.

Additional speakers will include legal experts and travel industry organisations who will provide case studies on how they deal with claims.

Benefits of attending

  • Understand your legal responsibilities for breach of contract, accident on holiday and holiday illness claims
  • Take part an in-depth practical exercise throughout the day, spend time drafting correspondence and leave feeling 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?

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

Event prices

ABTA Member/ABTA Partner* rate – £235 plus VAT 
Non-Member rate – £355 plus VAT 

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

Make payment by credit or debit card. ABTA Members and Partners can request an invoice.

View our booking terms and conditions here.


  • 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.

*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 sponsorship

Event partner

Hill Dickinson is one of the UK's premier law firms known for its legal advice to the travel industry. It advises tour operators, cruise operators, travel agents and airlines across the industry on various aspects as diverse as the Package Travel Regulations themselves, right through to the smallest detail in drafting operators booking terms and conditions. Recognised as leaders in their field, ranked in the Legal 500 they have particular expertise in defence of personal injury claims, commercial matters and regulatory issues. The firm acts as a trusted adviser to businesses, organisations and individuals.

For details on how to promote your company at this event, contact Matt Turton on 07766 517 611 or

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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
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