GUIDANCE ON THE APPLICATION OF THE CODE OF CONDUCT
12 August 2015
Manager should carry out the spot checks. It would be worthwhile to train staff in this procedure. The procedure could also usefully include a system for dealing with customer complaints as a result of incorrect window card displays.
(v) Keeping a file record of all the checks carried out is recommended. This might include the following:
a) Date, time and initials of staff or manager carrying out the check. It's also recommended that you keep examples of the spot checks to evidence that this procedure is being followed.
b) Number of cards checked and number of correct, incorrect and removed cards. c) Tour operator and brochure details. d) Whether the card correctly features non-optional costs such as TOD fees, security supplements, under-occupancy supplements, meals and transfers; whether a TOD charge has been added into the basic price, if it has become applicable since the card was produced.
Window Cards
Check daily Keep record of checks Remove if wrong Price must include all non-optional extras of a fixed amount, e.g. TOD charges
Price Indications
The advertising of price indications is one of the most difficult areas to get right and one of the areas that has the potential to get your relationship with your client off to a bad start. No consumer likes to be surprised by additional charges when they come to buy something. Consumers want to have as much information as possible about how much they're going to have to pay for something so that they can make reasonable comparisons between different products. Consumers in the travel industry are no different.
The important thing to remember, therefore, is that your price indications, in whatever form you're advertising, should be as complete and transparent as possible. You can't break out fuel supplements, or extras that the client must pay, from your basic price.
For all advertising, including your brochures and websites, these rules apply: i.
ii.
All fuel supplements and all non-optional costs which are for a fixed amount and which you can pay in advance (not, for example, charges such as departure charges at destination airports which can only be paid by the client at the airport) should be included in the basic advertised price.
For brochures, where you know that specific non-optional costs might be subject to change while the brochure is still current, details of those specific charges should be prominently stated near to the basic price in a clear and transparent format. You must be able to provide evidence to justify the level of such costs and why such costs might be subject to change and are not of a fixed amount. This doesn't apply to fuel supplements, which must be included in the basic price. This doesn't apply to other forms of advertising and to your website, as you have the ability in those formats to change your basic price to include the current level of these costs.
©ABTA Ltd ©ABTA Ltd
178 ABTA CountryByCountry Guide 2016
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