Complaints Handling Workshop – London

past event

Event details

This event is now full. We are holding another Complaints Handling Workshop in Manchester on 21 March 2019, you can find out more and book your place here. If you would like to be added to the waiting list for this London seminar please email

ABTA's popular core skills workshop will give you the crucial skills to help you deal with complaints effectively, including written and verbal complaint handling techniques. 

About the event

ABTA’s Complaints Handling Workshop is ideal for those who handle or receive complaints on a regular basis and want a wider awareness and understanding of the complaint handling process.  

Hear best practice for responding to complaints across a variety of channels. Gain insight into ABTA’s Code of Conduct and the alternative dispute resolution (ADR) service available to you. Benefit from group work, practical exercises, workshops and presentations. Take away your complaints handling workbook and share key learnings with colleagues.


  • Learn how to manage conflicting behaviours and challenging customers 
  • Learning from your complaints and evidence gathering 
  • Discover the best channels of communication to use when dealing with complaints
  • An introduction to alternative dispute resolution (ADR)
  • Learn how to handle and prevent complaints and hear real life examples
  • Guidance on how to deal with complaints in line with ABTA's Code of Conduct



  • Moderator: Charles Fachiri, Senior Customer Support Manager, ABTA
  • Hannah Patel, Director, Red Lorry Yellow Lorry
  • Diana Missoni, Code of Conduct Manager, ABTA 
  • Daryl Nurthen, Business Support Manager, ABTA 
  • Kim Daplyn, Customer Resolution Manager, Travel Republic

A full list of speakers will be announced in due course. 

Benefits of attending

•    Gain real life examples of complaints handling in practice 
•    Discover the most effective communication methods for handling complaints
•    Take part in interactive workshops tailored for the travel industry 
•    Take away top tips for dealing with telephone and written complaints 
•    Bring your questions for the experts and hear their experiences  
•    Network with industry colleagues who are experiencing the same issues as you 

Who should attend?

Travel professionals who are in customer relations orientated roles, who frequently liaise with consumers. 
The seminar is designed for large and small companies including the following roles within customer relations teams: 
•    Advisors 
•    Executives 
•    Team leaders.  

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

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.