I think I’m being given the run around by the Association of British Travel Agents. I wrote a post about the confusion consumers have with understanding if their holiday is protected, and I invited ABTA to either email me or comment on the blog.
No communication from ABTA, so I telephoned them on Tuesday and asked to speak to their press officer, and was told that someone would ring me back later on in the day. I have yet to receive an email or a reply to my telephone call, so where are you ABTA when consumers have questions?
Getting in touch with ABTA is as difficult as getting in touch with the MI5.
Response now received from ABTA and the answers are in the comments!
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Darren Cronian | 20 May, 2007 at 1:21 pm
These are the questions I’d like to ask ABTA
What type of ABTA travel agencies aren’t protected within ABTA protection?
If the travel agency is a ABTA member why do you offer the ABTA Protection Plan?
Why don’t travel agencies explain what protection you get when booking?
Nicholas Lee | 21 May, 2007 at 2:10 pm
Darren
I will try and get the answer to you from ABTA. But here are my simple answers,
1. All ABTA travel agencies are covered.
2. The protection referred to is for 3rd party not travel agency, e.g. hotelier, airlines etc that say they do not need to protect there customers.
3 last question, because we are as confused as you are. The law/rules have changed 3 times in last 3 months.
Nicholas Lee | 21 May, 2007 at 2:13 pm
If the public has a problem and needs to get hold of ABTA the telephone numbers are.
Pre-travel 0207 307 2044
Post Travel 0207 307 2043
Darren Cronian | 21 May, 2007 at 4:56 pm
Thanks Nicholas.
I received a response from ABTA:
Sorry you’re having problems getting an answer out of us but here goes.
1. Only online accommodation only suppliers for whom financial protection within ABTA is optional. Most have chosen to do so however and any who do not must make this clear and offer insurance to customers. In addition if an ABTA travel agent fails without making a booking for you ABTA cover is not offered. However this is virtually fraudulent and unlikely to occur and is easily avoided by obtaining a confirmation invoice from the supplier which agents are obliged to obtain and pass on to customers.
2. Because they will sell products such as airline tickets, car hire, accommodation only from non ABTA suppliers who do not provide financial protection in the event of their failure so the ABTA Protection plan can and does.
3. There is no legal obligation to do so though we encourage them to do so.
I hope this helps
Rohan | 25 May, 2007 at 6:22 pm
Im glad they responded Darren, it was getting a little confusing when I last read their website.
Darren Cronian | 1 June, 2007 at 12:09 am
Further information from ABTA, which I’m assuming is from my orignal email:
Dear Mr Cronian
Thank you for your recent e-mail.
ABTA provides protection for consumers in a number of ways. Let me explain.
First, consumers have the benefit of financial protection in the form of the Bonding Scheme. This pays out to consumers in the event of the financial collapse of a member company. Under this scheme clients are protected against the loss of money they have paid for a holiday which is not provided because the company fails before departure, or against any costs incurred for repatriation if the failure happens while they are abroad.
Secondly, we provide a means of complaining against member companies where a complaint concerns the quality of the holiday or the services provided. This is in the form of an arbitration scheme through which compensation can be sought if an amicable settlement has not been reached between consumer and company. The Chartered Institute of Arbitrators operates ABTA’s Scheme and the arbitrator’s decision is binding on both parties. This is offered as a low-cost alternative to court action.
Thirdly, we exercise control over our members through the ABTA Code of Conduct. Breaches of our Code mean that companies face direct action by us. The ABTA Legal Department has the responsibility of policing the Code. I should point out that the Code investigation is a disciplinary matter and will have no effect on any right you might have to claim compensation.
At ABTA we appreciate that every complaint is important to the consumer. However, in an attempt to deal fairly with all individuals we would appreciate that all contact is in writing, as a telephone call will delay the handling of further correspondence.
Yours Sincerely
Consumer Affairs Department
ann k | 4 March, 2008 at 12:50 pm
I have booked a holiday to egypt with Going Places, a thomsons holiday but have since found out that the hotel has 139 steps up to accomodation and they didnt tell me about this at time of booking and my friend has Angina and they are not being very helpful in sorting this out and i just wondered what i can do about it legally as i was misinformed by them or they did not have the appropriate information to give me as i would never have chosen that hotel if i had known this was the case. ABTA have been no use whatsoever, they basically said “go on the holiday and complain when you come back” Can anyone advice please.
Shirley Hibbert | 12 September, 2008 at 12:57 pm
Excel Holidays. Have been informed by my travel agent that Thomas Cook have been asigned the deeds for Excel and I can choice a holiday from Thomas Cook. Can I book a holiday from any Tour Operator through Thomas Cook and be covered for the value already paid.
If not how long does it take to be reimburdsed for the holiday paid.
I was due to leave on Thursday 18 Sept 2008.
Your prompt reply would be greatly appreciated.
Shirley Banham | 30 April, 2009 at 11:51 am
I am due to fly to Mexico on the 14th of may 2009 with Thomas Cook on line, i have been into the thomas cook travel agents in my town and they cant help me, i understand that all flights up to 8th of may are cancelled, and they will receive a refund. do you know whether i will be entitled to a refund, i have tried for three days to get through to rearrange a holiday with them, also would i be entitiled to any shortfall if i can get to rebook another holiday. i do hope you will be able to assist me
kind regards
shirley banham
Nick | 3 May, 2009 at 4:33 pm
Shirley,
Currently you can rebooked, but any costs are down to you, nowever it is possable that Thomas Cook will change it advice on Tuesday. (If I was you I would wait till then). As you say the shop can not help you I take it your booked on the web, there is more information on TC website.
graham nicol | 14 May, 2009 at 10:43 am
hi are you able to give any information regarding freedom direct we booked hotel only with them and we have got nowhere with abta youtravel and hays travel require that we rebook with them and get our money back from credit card co who say no or abta who dont reply to emails or telephone mess
sandra | 29 May, 2009 at 4:38 pm
hi we booked a holiday to zante in a hotel that had a fridge, we have now been told by the hotel that we have to pay 4 euros a day to hire this. we have been on to portland but they cannot give us an answer. they have not honoured their contract with us. any suggestions?
Nick | 30 May, 2009 at 1:11 pm
Sandra
If the brochure stated they had a fridge free of charge then yes they are in breach of contract. However you also need to check that there is not a * or similar in or around the description that leads to a comment “certain services maybe payable locally” or similar. Also you need to check them terms and conditions to see if the above comment is mentioned there. If it is then the charge is allowable under your contract. As Portland is part of TUI, I am aware that they normally place a disclaimer like this in the A-Z information pages.
Robyn | 13 October, 2009 at 2:28 pm
The telephone numbers for ABTA that Nicholas Lee posted on here are no longer available. Does anybody have other numbers for them please? many thanks
Darren Cronian | 14 October, 2009 at 3:58 pm
Robyn,
The numbers are in this post
Pre-travel 0207 307 2044
Post Travel 0207 307 2043
Robyn | 14 October, 2009 at 4:03 pm
Thanks Darren,
finally got a number but waste of time as its all voice automated service, I had to fill out , on line forms, very annoying as i would much rather talk to someone.
Thanks again anyway
.
Darren Cronian | 14 October, 2009 at 4:19 pm
Great service isn’t it Robyn. I’ll be writing about this and a few other ABTA issues soon.
Robyn | 14 October, 2009 at 4:23 pm
You have to love the way such large companies opperate, offering all the help that they can to resolve any issues you have, yet they can,t even face answering a telephone call.
Nick | 15 October, 2009 at 3:41 pm
Robyn
ABTA is not a large company and only employees a few people the largest department is the one you’re trying to contact with 6 staff. I was surprised when visiting to see how few people work there.
Please remember ABTA is a trade body
If you need urgent advice there is a Premium advice line you can call 9-5 Monday – Friday
0905 201 5050, calls are charge at 50p per minute
Otherwise you can you use the online contact form and get free advice, or look on the website for the correct people to contact.
ABTA deals with problems or complaints against an ABTA member. Other advice is given out on the Premium advice line.
Robyn | 15 October, 2009 at 6:20 pm
Thankyou Nick for the information.
I have filled out the forms on line but it would have been so much easier for me to have spoken to somebody as now i have to post copies of certain documents to them, which at the moment ia almost impossible for me as i have recently had spinal surgery and can only go out when somebody is available to escort me.
I just hope that they will be patient.
Thanks again for the information
Jane Mordo | 24 April, 2010 at 6:18 pm
I booked a 2 week holiday with Bestat thailand and flight cancelled on 20th of april on day of travel because of volcanic ash. they offred flight on 27th of april which i cant take as have to be back by the 5 th of may. they are ABTA protected and ATOL. they are refusing to refynd me the monies paid by debit card eventhough i understand under their termas and conditions i am entitled to a full refund. what can i do now ? please help
Nick | 26 April, 2010 at 11:24 am
Jane Contact ABTA consumer help section.
Remember to supply the company name and membership number plus your booking referance to ABTA.
Contact Information here http://www.abta.com/consumer-services
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22 responses to “ABTA where are you?”