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Throughout the month over 61,000 customers accessed www.abta.com to look at the FAQs and other essential information explaining customer rights. In addition ABTA sent out 30 updates to its members and conducted 86 television and radio interviews helping to ensure customers knew their rights and had the most up to date information.

Dispute resolution is another key ABTA customer service and from May 1 ABTA is formalising changes to its arbitration scheme which will help customers and ABTA members resolve their differences without having to pay legal or court costs. Customers will still have access to ABTA’s independent arbitration scheme for intractable problems, but ABTA has been trialling a pre-arbitration notice which has resulted in a substantial increase in the proportion of disputes resolved without the need to go to arbitration, this will now become a key part of the dispute solving process.

Mark Tanzer ABTA Chief Executive said “The volcanic ash cloud showed the real value of booking with an ABTA member and the great emphasis we place on looking after the British travelling public. Our arbitration scheme is an essential part of our customer service and has provided an independent, good value and efficient dispute resolution service for 30 years and we are justly proud of it. We are constantly looking for ways to improve the scheme and arbitration should only be used after all other avenues have been exhausted. The pre-arbitration notice will ensure that many more customers achieve a happy outcome without needing to take this final step”

Customers will also have 12 months from the end of their holiday to enter into arbitration, an increase of 3 months on the current time limit allowing greater flexibility and access to the scheme.

Arbitration is offered to consumers as an alternative to the Small Claims Court with a turn around of no more than 8 weeks and often significantly lower costs than the courts. Since 2001 there has been no increase in arbitration fees. From May 1, fees both to consumers and ABTA Members will be raised to cover the costs of administering the scheme.

New Arbitration charges from 1/5/10.

Claim Amounts ABTA Arbitration Scheme Small Claims Court
Claims up to £3,000 £90 plus VAT  Up to £235
£3,001 - £7,500 £150 plus VAT  Up to £525
£7,501 - £25,000 £330 plus VAT  Up to £525

Full details of the arbitration scheme can be found at www.abta.com

30 April 2010

For further information contact:
Sean Tipton, Senior Press Officer, tel: 020 3117 0513,
Frances Tuke, Public Relations Manager, tel: 020 3117 0514, Mobile 07850 712325
Out of Hours:  Contact the Duty Press Officer via pager: 07659 190987
E-mail: press@abta.co.uk
Web: www.abta.com
 
Notes to Editors

ABTA – The Travel Association was founded in 1950 and currently has 1,351 members with 5,700 outlets. Members include travel agents, tour operators and support services right across the spectrum from small family-owned businesses to the largest tour operators. 

ABTA is the largest travel association in the UK and its members provide 90% of the foreign package holidays in the UK as well as selling millions of independent travel arrangements. 

In 2008 ABTA merged with the Federation of Tour Operators [FTO], thereby cementing its role as the leading travel association and increasing benefits for both ABTA and FTO members. Both the ABTA brand which is highly recognised by consumers and the FTO brand which is well known in destinations will be retained.

As part of its comprehensive package of services to members, ABTA, as a non-party political organisation works to represent the interests of its Members to government and key opinion formers in the UK and EU.