ABTA is working with the Competition and Markets Authority (CMA) on its ’Small Print. Big Difference’ campaign, which officially launches next week.
The ‘Small Print. Big Difference’ campaign is encouraging all travel and holiday businesses to check in on their terms and ensure that they are fair. Fair terms can help prevent disputes with customers, save time and money, protect reputation and boost chances of repeat business.
As part of our work on the campaign, we have been speaking to the CMA about our package holiday model terms and conditions. Following our discussions, we have made a couple of minor changes to our model. We believe that our model terms are a good basis for Members to ensure they are compliant with regulations and have fair terms for customers. The changes are: an updated clause on complaints to make it clearer that 28 days isn’t a cut-off for a client to complain, rather a suggestion; and the addition of the CMA guidance on cancellation charges, in the checklist section of the model.
This version is now available to download from the Member Zone. We really encourage Members to use these model terms & conditions, which will help you comply with regulations and have fair terms for your customers.
We are also working on some additional help for Members on using our model terms, and will notify Members when this is available.
As part of the campaign’s evaluation, the CMA is carrying out an anonymous survey of travel businesses, to establish current understanding and approach to terms and conditions. If you would like to take part in the survey, you can do so by clicking here.