Meet the customer support team

ABTA's team is here to support you

Everyone knows that things can go wrong but it’s the way the issue is handled that will remain with the individual. A complaint handled well will usually add to brand loyalty. A complaint handled badly will always be remembered. There are nine members of the Customer Support team who are all employed on a full-time basis and are here to provide excellent travel advice and guidance when you need it, in an unbiased and professional way. You will be dealt with courteously and with respect no matter what your complaint is about. 

We’ve been helping the travelling public since 1950 and we understand that not everyone’s needs are the same. For this reason, you can feel confident in the fact that each member of the team is competent in dealing with complaints/queries that are brought to our attention. If you are unable to settle your case we will guide you through ABTA’s Alternative Dispute Resolution (ADR) Schemes.

Charles Fachiri

Charles Fachiri, Senior Customer Support Manager
Charles joined ABTA in 1997 following similar roles with major tour operators and cruise lines, both domestically and internationally, and is responsible for heading up the Customer Support team at ABTA and ensures its customers, both members of the public and ABTA Members receive exceptional service. He also moderates a number of events at ABTA, such as Customer Complaints Workshop, Advanced Complaints Management and Customer Service Excellence and works closely with other organisations to improve the customer experience.

Rob Haworth

Rob Haworth, Customer Support Manager
Rob joined ABTA in 2018 after 10 years working for different ABTA Members in a variety of customer service roles. With his extensive knowledge of the industry, he is ideally placed to offer a wealth of experience and travel advice to ensure our customers are given the best service possible. 

Chloe Walters, Customer Support Manager
Chloe joined ABTA in July 2018 as a Customer Support Adviser and was promoted to the Customer Support Manager in September 2019. Prior to ABTA Chloe worked for one of the leading tour operators working in Menorca as a Guest Relations representative. She started her career in travel in 2013 as a Quality Control executive for a company specialising in holidays to the USA. Chloe enjoys the day-to-day challenge of resolving disputes and her energy and experience exudes to others within ABTA.

Francesca Bailey, Customer Support Adviser
Kim Brizell,  Customer Support Adviser
Sarah Buckley, Customer Support Adviser
Morgan Curtis, Customer Support Adviser
Emily Davison, Customer Support Adviser
Katie Ellis, Customer Support Adviser

Contact us

Please be aware we’re receiving an exceptional volume of customer enquiries, which we are responding to as quickly as we can. Unfortunately, we cannot respond to all of these calls directly, so please check our Q&A at:

We take the wellbeing of our staff extremely seriously and with the current Coronavirus (Covid-19) pandemic it may take longer to reply to any cases that are not created online. Therefore, if you would like to register a complaint with us about an ABTA Member please see our Register a complaint page.

Please be aware we cannot register your complaint over the phone and we are only able to assist customers who have a booking with an ABTA Member.    

If you have booked your holiday with an ABTA Member and are due to depart within the next 14 days please call 0203 117 0599.

If you are calling about a current complaint you have against an ABTA Member, and have a complaint reference number please call 0203 117 0599. We are open from 10:00-16:00 Monday to Friday, excluding Bank Holidays

What are our customers saying?

Brilliant service. Only way we were able to get our tour operator to get in contact with us was once we'd gone through ABTA. Can't recommend ABTA enough.

Mr T.

I personally found ABTA very helpful – after asking ABTA to chase the holiday company, I received a response very quickly.

Ms W.  

Thanks, I used the company because they were part of ABTA. You guys gave me the confidence to book the trip, and then followed through to help force a resolution when something did go wrong. I'll definitely short list ABTA providers in the future.

Mr P.