ABTA urges members to support radical changes over customer protection
ABTA chief executive Mark Tanzer has written to members to rally their support for proposed changes over customer protection.
In the letter, he says:
“The Board of Directors is recommending three changes to the Articles of Association which, they believe, will strengthen ABTA’s and ABTA members’ credentials with consumers.
The first is a new provision relating to the responsibility taken by members for money paid by their customers to companies through whom they distribute their travel services.
This year has seen a large number of consumers affected when travel agents have failed and the suppliers of accommodation have refused to accept bookings that they have not been paid for.
This has resulted in very poor press coverage for the industry as a whole and in credit card merchant acquirers requiring additional security from travel companies.
In particular the failure of Freedom Direct was a wake up call for ABTA, credit card companies and the accommodation suppliers with customers left out of pocket and it was clear changes had to be made.
I and my fellow Board members believe that the current situation does not reflect the high standards and values that ABTA members aspire to and are proposing changes to ensure that all ABTA members who sell to consumers through third parties accept responsibility for monies paid.
We are recommending this change to the members as part of a drive to ensure that the value of your ABTA membership is increased.
These are challenging times in the travel industry and it has never been more important that consumers should have confidence in the travel companies they choose. ABTA membership has always been a sign to consumers that they can trust the company they are dealing with, safe in the knowledge that they are getting expert advice and have the security of the ABTA Code of Conduct.
In the last year ABTA has been approached by over 18,000 consumers seeking assistance with travel problems. One of the major benefits of industry self-regulation through ABTA is that the travel industry can respond to novel situations that threaten to undermine that confidence in a prompt and proportionate manner.
ABTA is currently involved in a number of initiatives to underline the benefits that consumers can expect by choosing ABTA travel companies so that the ABTA brand continues to be seen as a mark of quality. Our proposal to extend ATOL protection reinforces our commitment to strengthening our brand in the eyes of customers, providing you, our members, with an invaluable marketing tool and value for money.”
* Do you agree with ABTA’s plans? Do you think they will make a difference? Tell us your views by clicking on ADD A COMMENT below.
Bev
Editor in chief Bev Fearis has been a travel journalist for 25 years. She started her career at Travel Weekly, where she became deputy news editor, before joining Business Traveller as deputy editor and launching the magazine’s website. She has also written travel features, news and expert comment for the Guardian, Observer, Times, Telegraph, Boundless and other consumer titles and was named one of the top 50 UK travel journalists by the Press Gazette.
Vegas’s Billion-Dollar Secrets – What They Don’t Want Tourists to Know
Visit Florida’s New CEO Bryan Griffin Shares His Vision for State Tourism with Graham
Chicago’s Tourism Renaissance: Graham Interviews Kristin Reynolds of Choose Chicago
Graham Talks with Cassandra McCauley of MMGY NextFactor About the Latest Industry Research
Destination International’s Andreas Weissenborn: Research, Advocacy, and Destination Impact
Graham and Don Welsh Discuss the Success of Destinations International’s Annual Conference
Graham and CEO Andre Kiwitz on Ventura Travel’s UK Move and Recruitment for the Role
Brett Laiken and Graham Discuss Florida’s Tourism Momentum and Global Appeal
Graham and Elliot Ferguson on Positioning DC as a Cultural and Inclusive Global Destination
Graham Talks to Fraser Last About His England-to-Ireland Trek for Mental Health Awareness
Kathy Nelson Tells Graham About the Honour of Hosting the World Cup and Kansas City’s Future
Graham McKenzie on Sir Richie Richardson’s Dual Passion for Golf and His Homeland, Antigua
ADS PRO 
Phocuswright reveals the world's largest travel markets in volume in 2025
Higher departure tax and visa cost, e-arrival card: Japan unleashes the fiscal weapon against tourists
Cyclone in Sri Lanka had limited effect on tourism in contrary to media reports
Singapore to forbid entry to undesirable travelers with new no-boarding directive
Euromonitor International unveils world’s top 100 city destinations for 2025