As a member of ABTA with the membership number P8549 / Y6786, we are committed to providing you with the highest level of service as outlined by ABTA's Code of Conduct. Our aim is to ensure that you have a seamless and satisfactory experience with us. In the event that you have a complaint that we are unable to resolve, we offer ABTA's scheme for the resolution of disputes, which has been approved by the Chartered Trading Standards Institute. You can find more information on how to access this service on www.abta.com. Additionally, we encourage you to visit the website for further details on ABTA's Code of Conduct and their assistance in resolving disputes. In the unlikely event that you are still unsatisfied with the resolution offered by ABTA's dispute resolution process, you may access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. Please note that this platform is solely for notifying us of your complaint and will not determine how your complaint is resolved.
ABTA (Association of British Travel Agents) is the UK's largest travel association and aims to maintain high standards of service within the travel industry. As a member of ABTA, Traveljunction.co.uk agrees to adhere to the following ABTA policy:
As a member of ABTA, Traveljunction.co.uk is required to provide financial protection for all package holidays booked through their website. This means that customers who book a package holiday through Traveljunction.co.uk will have their money protected in the event that Traveljunction.co.uk ceases trading before the holiday takes place.
The type of financial protection provided by Traveljunction.co.uk will depend on whether the holiday is a package or a flight-plus booking. For package holidays, Traveljunction.co.uk is required to provide either:
An insurance policy that covers the cost of the holiday and any associated expenses, such as accommodation and transport, in the event that Traveljunction.co.uk ceases trading. This policy is known as an 'ABTA Bond', and is designed to provide customers with financial protection in case the travel company becomes insolvent.
A trust account in which customer funds are held until the holiday takes place. This means that the money paid by customers is kept separate from the company's own funds, and can only be used to pay for the customer's holiday.
For flight-plus bookings, Traveljunction.co.uk is required to provide a type of financial protection known as 'ATOL protection'. This means that customers who book a flight-plus holiday through Traveljunction.co.uk will be protected in the event that the airline or any other element of the holiday provider ceases trading before the holiday takes place. In this case, customers will be entitled to a refund or alternative arrangements for their holiday.
By providing financial protection for all package holidays booked through their website, Traveljunction.co.uk aims to provide customers with peace of mind and assurance that their money is safe in the event of any unforeseen circumstances. This is an important aspect of ABTA policy, and helps to maintain the high standards of service within the travel industry that ABTA aims to uphold.
As a member of ABTA, Traveljunction.co.uk is committed to providing high-quality customer service to all customers before, during, and after their holiday. This means that Traveljunction.co.uk will:
- • Respond to customer inquiries in a timely manner: Traveljunction.co.uk will aim to respond to all customer inquiries as quickly as possible, whether they are made by phone, email, or through the company's website. This includes providing customers with accurate and up-to-date information about their holiday booking, including flight details, accommodation arrangements, and any other relevant information.
- • Provide assistance when necessary: Traveljunction.co.uk will provide assistance to customers who need help with their holiday booking, such as making changes to their itinerary or arranging special requirements such as wheelchair access or dietary requirements. Traveljunction.co.uk will also provide assistance to customers who encounter problems during their holiday, such as lost luggage or flight cancellations.
- • Communicate clearly with customers: Traveljunction.co.uk will communicate clearly with customers at all stages of the booking process, ensuring that customers understand the terms and conditions of their booking, the costs involved, and any other relevant information. Traveljunction.co.uk will also communicate clearly with customers who encounter problems during their holiday, providing them with relevant information and advice.
- • Treat customers with respect: Traveljunction.co.uk will treat all customers with respect, ensuring that they are not subjected to any discriminatory or abusive behavior. This includes providing assistance to customers who have special requirements or disabilities, and ensuring that all customers are treated fairly and equally.
- • Provide customer feedback: Traveljunction.co.uk will provide customers with the opportunity to provide feedback about their holiday experience, including any areas where the company could improve its service. Traveljunction.co.uk will take this feedback seriously and use it to make improvements to its service where necessary.
By providing high-quality customer service, Traveljunction.co.uk aims to ensure that customers have a positive experience when booking and going on holiday. This is an important aspect of ABTA policy, and helps to maintain the high standards of service within the travel industry that ABTA aims to uphold.
Health and Safety:
As a member of ABTA, Traveljunction.co.uk is committed to promoting health and safety for customers during their holiday. This means that Traveljunction.co.uk will:
- • Ensure that all holiday providers comply with health and safety regulations: Traveljunction.co.uk will only work with holiday providers that comply with local health and safety regulations, ensuring that customers are not placed in danger during their holiday.
- • Provide customers with relevant health and safety information: Traveljunction.co.uk will provide customers with relevant health and safety information before they travel, including information about any vaccinations or other medical requirements that may be necessary for their destination. This will help customers to stay safe and healthy during their holiday.
- • Provide assistance to customers who encounter health and safety problems during their holiday: If customers encounter health and safety problems during their holiday, Traveljunction.co.uk will provide assistance and advice to help them deal with the situation. This may include arranging medical assistance, providing advice about local safety precautions, or making alternative travel arrangements if necessary.
- • Monitor the health and safety record of holiday providers: Traveljunction.co.uk will monitor the health and safety record of holiday providers, and take action if necessary to ensure that customers are not placed in danger. This may include terminating contracts with holiday providers that do not meet health and safety standards.
- • Ensure that all holiday activities are safe: Traveljunction.co.uk will ensure that all holiday activities offered to customers are safe and comply with local health and safety regulations. This includes activities such as water sports, adventure activities, and excursions.
By promoting health and safety for customers during their holiday, Traveljunction.co.uk aims to ensure that customers have a positive and safe experience when traveling. This is an important aspect of ABTA policy, and helps to maintain the high standards of safety within the travel industry that ABTA aims to uphold.
Complaints and Disputes:
ABTA (Association of British Travel Agents) is an industry body that represents travel agents and tour operators in the UK. ABTA has a Code of Conduct that its members must adhere to, which includes rules on handling customer complaints and disputes.
If a customer has a complaint about a travel agent or tour operator that is an ABTA member, they should first raise the issue with the company directly. If the customer is not satisfied with the response from the company, they can then escalate the complaint to ABTA.
ABTA has a complaints handling process in place to deal with such complaints. The process involves the following steps:
- • The customer should submit their complaint in writing to ABTA within 12 months of the incident occurring.
- • ABTA will acknowledge receipt of the complaint within 7 days.
- • ABTA will then investigate the complaint and request a response from the travel agent or tour operator involved.
- • Once ABTA has received a response from the travel agent or tour operator, it will assess whether the response is satisfactory.
- • If ABTA finds that the response is unsatisfactory, it will ask the travel agent or tour operator to provide further information.
- • ABTA may also refer the complaint to its Alternative Dispute Resolution (ADR) scheme. ADR is an independent process that aims to resolve complaints between consumers and businesses without the need for legal action.
- • If the complaint is referred to ADR, the customer will need to provide evidence to support their claim, and the travel agent or tour operator will need to provide evidence to support their defence.
- • ADR will then make a decision on the complaint and provide a binding resolution.
It's worth noting that ABTA's complaints handling process is only available to customers who have booked their holiday through an ABTA member. If the customer has booked their holiday independently, they may need to pursue their complaint through a different route, such as through the small claims court.
By implementing this ABTA policy, Traveljunction.co.uk aims to provide customers with peace of mind and high-quality service throughout their holiday experience.