01 July 2010

Agents questioned over ATOL claims procedure

Agents and operators are being asked to help create a new procedure for ATOL claims.

ABTA has written to its members to get their views after the Civil Aviation Authority started a review of the current system.

The association said the review has special relevance for retailers as the present system requires very specific documentation to be passed by agents to customers for a claim to be accepted.

It said agents should take this opportunity to help create a more efficient claims system.

ABTA chief executive Mark Tanzer said: Ã¢â¬ÅâœThe 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.Ã¢â¬~

Members must respond to a questionnaire by 15 July to enable ABTA 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.

By Bev Fearis