ABTA tells CAA to launch online claims procedure
ABTA has urged the Civil Aviation Authority to launch a modern, online claims procedure to make it easier for clients to get their money back following the collapse of a tour operator.
The proposal was one of a number of suggestions put forward by the Association, which was invited by the CAA to comment on its consumer claims handling procedures following the collapse of XL.
ABTA chief executive Mark Tanzer said: "We’ve expressed concerns about the overall scheme, particularly the time taken to pay claims, deeds of assignment and other operational issues, and have suggested that a robust online process should be introduced."
In its submission to the CAA, ABTA pointed out that two years after XL failed, some of its members are still waiting for refunds from the Air Travel Trust Fund. Often claim handlers, who were swamped with the workload, were unable to respond to emails and telephone calls, it said.
ABTA said the introduction of an online process would speed up the process and allow agents and consumers to easily track how their claims were progressing.
Tanzer said the system should also be simplified and that the CAA should reduce the ‘excessive level of proof’ required for customers to claim refunds.
In its report ABTA said: "The CAA should start from the assumption that claims are made legitimately.
"An excessive level of proof is required for every claim, resulting in the perception that the CAA are treating every claimant as potentially fraudulent, and in the absense of a proven paperwork trail, claims will be rejected."
ABTA pointed out that clients with legitimate claims have nevertheless failed to hold on to the necessary receipts, or these have been lost in the post, which results in their claims being unfairly rejected by the CAA.
ABTA also criticized the CAA for its ad hoc approach to financial protection. The report said: "We are very concerned that arrangements are being ‘cobbled together’ on an ad hoc basis to deal speedily with claims, particularly following larger failures.
"This does not take the place of a coherent approach to financial protection and having a robust process which is clear and transparent."
By Linsey McNeill
Linsey McNeill
Editor Linsey McNeill has been writing about travel for more than three decades. Bylines include The Times, Telegraph, Observer, Guardian and Which? plus the South China Morning Post. She also shares insider tips on thetraveljournalist.co.uk
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