ABTA is writing to its Members’ seeking their views and needs over a root and branch review by the Civil Aviation Authority of the ATOL claims handling procedure. This review has special relevance for retailers as the current system requires very specific documentation to be passed by agents to customers for a claim to be accepted and it is essential that ABTA Members take this opportunity to help create a more efficient claims system, working for the benefit of both customers and the industry.
ABTA has taken the key points from the CAA’s review and has placed them in a questionnaire which has been posted to Members as well as being available online on the Members’ section of www.abta.com
Mark Tanzer ABTA Chief Executive said: “The recent failures of the XL Leisure Group and Freedom Direct raised some serious areas of concern in the way that ATOL claims are processed. These created substantial and protracted delays for many customers obtaining refunds. This consultation by the CAA gives us an important opportunity to create a more efficient, user friendly scheme. The consultation is particularly important for agents as it deals with the fundamentally important area of client documentation and their feedback will be vital.”
ABTA is asking Members to respond to the questionnaire by 15 July to enable the Association to present a properly informed and representative response to the CAA. ABTA has also convened a special working party with representatives from tour operators, travel agents, OTAs and other industry groups to review responses.