Information for journalists

Contact

If you are a journalist and require assistance, please contact our press office by email press@abta.co.uk or on 020 3117 0596 during normal office hours.

Please note this number and email address is for journalists only, we are unable to assist with other enquiries.

For urgent media queries out of hours, please call 020 3693 0183 or email press@abta.co.uk.

 

Essential information to help you and your readers

About ABTA: A track record of trust

ABTA is the largest travel association in the UK, and our members are travel agents and tour operators who sell a wide range of holidays. Together we continue to maintain and raise high standards throughout the industry and provide support for customers.

ABTA is open for application from travel agents and tour operators.  However, not all companies that apply to join ABTA are successful. With any prospective member of ABTA, we will carry out checks on the applicant to make sure they can meet ABTA’s standards. If we’re not satisfied, they won’t get in.

 

The ABTA Code of Conduct sets high standards

When a company joins ABTA, they agree to abide by the ABTA Code of Conduct. It is there to help members provide the highest levels of customer service and includes a range of things such as requirements for booking conditions and advertising, as well as legal obligations. If members breach the Code, they can be disciplined through the form of a reprimand, fine – or in the most serious cases – having their membership terminated. 

Helping customers resolve their complaints

The majority of holidays provided by ABTA members go ahead without problem and where issues do occur, they are normally resolved swiftly to the customer’s satisfaction. However, there can be times when a dispute has reached a stage where the customer needs outside help, in these cases ABTA can help.

ABTA has a free of charge dispute resolution service which is available online and successfully resolves the majority of cases submitted.  

However if a dispute has reached deadlock ABTA has an independently operated arbitration service, which offers a swift, low cost alternative to the Small Claims court. In addition, if customers win their case the ABTA member will be required to pay your fee on top of any award.

 

Financial protection when a travel company goes out of business

All ABTA tour operators providing packages are legally obliged to offer financial protection; this means if they go out of business their customers overseas at the time will be looked after and customers with future bookings will receive a full refund. For flight-based packages this is provided by the ATOL scheme but for non-flight-based packages it is generally through ABTA.

If an ABTA travel agent goes out of business, this should not affect people’s holidays or other travel arrangements as customers will be in contract with a tour operator or a supplier. These companies will have a legal obligation to continue with the arrangements and honour any money paid by customers to the travel agent.

 

Help and advice

The ABTA website has a wealth of advice and information created by a team of ABTA travel experts. This is available free of charge to anyone looking for advice and guidance and is an essential tool when booking a trip or looking for help. ABTA also offers legal and operational support and assistance to its members to help the run their businesses, which is incredibly important in an increasingly volatile world.