Published on Wednesday, October 3, 2012

Travel Counsellors sets up agent ATOL helpline

Travel Counsellors has set up a dedicated helpline for agents struggling to understand the new ATOL regulations.

Under the new Flight Plus scheme, agents must now issue customers with an ATOL certificate as soon as a booking is made.

But 'exclusions' to the scheme, such as when component parts are booked more than a day apart, are still causing confusion.

The homeworking group has set up a free phone number and email address for any agent within the industry to call for help.

Travel Counsellors commercial director Kirsten Hughes, said: "Although as an industry we welcome these changes as a step towards improving financial protection for agents and their customers, the legislation still suffers from exceptions and exclusions, which in turn has created much confusion.

"It is in all our interests that the industry acts with one clear and professional voice, and we believe that our experience over the last nine months with Flight-Plus should be shared with any agent who feels confused or wants more clarification."

Hughes added: "The onus of protecting the customer now lies with the arranger of the holiday rather than the component parts of that holiday and the risk of a domino effect could put more agents in jeopardy, which consequently would affect customers who bought product that was not licensed and no longer had the ABTA agent safety net."

For agents who have any questions please call 0800 0934946 or e-mail

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