Training day

Claims Handling in Travel

    23 March 2023
  • Venue:
    Hill Dickinson LLP, The Broadgate Tower, 20 Primrose Street, London, EC2A 2EW
  • View agenda
  • Book online

Event details

ABTA’s popular training day returns in March 2023.  

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, it’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 Q&A 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: Javed Ali, Legal Consultant, Hill Dickinson LLP
  • John Caddies, Partner and Head of PI, Travel & Regulatory, Hill Dickinson LLP
  • Grace Skinner, Associate, Hill Dickinson LLP
  • Sarah Barnes, Legal Director, Hill Dickinson LLP
  • Malati Parekh, Solicitor, ABTA

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 – £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.

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.



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.

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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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