GUIDANCE ON THE APPLICATION OF THE CODE OF CONDUCT


12 August 2015


information on the definition of an Airline Ticket Agent, see the ABTA Business Support Manual section 1.6 Financial Protection).


You must, when you take payment from the client, give them the ticket or e-ticket details. This must be handed to the client if they’re present or, if not, sent to them electronically immediately. If the client has booked over the phone, the ticket or e-ticket can be posted to them immediately.


Your receipt must state: “This flight is sold as Agent of the Airline(s) named on the ticket and is not protected under the ATOL scheme.”


Using the client’s credit or debit card


If you fall within this exemption from ATOL, where you sell a seat-only by using the client’s card direct with the airline and the airline immediately issues a confirmed ticket, your receipt must state: “This sale is not protected under the ATOL scheme.” You don’t issue an ATOL Certificate. For more information on this exemption, which doesn’t apply to all airlines or to Flight-Plus sales, see the ABTA Business Support Manual section 1.6 Financial Protection.


2. Principals Confirmations


Principals should always issue to the client a confirmation document showing your full corporate name and address and the amount paid for the travel arrangements. This should reach the client within a reasonable time frame. Your confirmation is likely to be important in forming a contract with your client.


Remember also that it’s an ABTA requirement that your confirmation contains the statement: Important Notice. This is an important document. You should retain this as you will need it if your travel arrangements are protected under a scheme of financial protection and you need to make a claim.


When you sell an ATOL product, your confirmation must show your name and ATOL number and carry the following statement: “Your Financial Protection When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.”


ATOL Package Holiday Confirmations


When you sell a package holiday under your ATOL you must make sure that you issue an ATOL package confirmation containing the correct information. This must be received by the client within 3 days of them making payment. (If an agent takes a booking for a package on your behalf, you must issue an ATOL package confirmation to the agent and the agent must pass it to the client, within this 3 days.)


Your ATOL package confirmation must contain: • Lead name • Flight times • Flight numbers • Departure and arrival airports • Name of air carrier (i.e. airline) • Name and location of accommodation


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