GUIDANCE ON THE APPLICATION OF THE CODE OF CONDUCT


5. Communications between Members and Consumers and ABTA Communications with Clients


Code 5BMembers shall deal with all correspondence with Clients as promptly as possible and, in any event, within the following time limits: (i) an acknowledgement shall be sent not later than 14 days from the date of receipt of correspondence and


(ii) a detailed reply, or a reply containing a detailed explanation for any delay, shall be sent not later than 28 days from the date of receipt of correspondence.


Very often, complaints from consumers can be resolved very quickly and amicably where you respond promptly to the complaint. On the other hand, complaints which might start out as relatively minor can escalate if the client feels that they're being ignored or that their complaint isn't being dealt with properly.


The time limits in the Code of Conduct for responding to correspondence from clients should be adequate to allow you to investigate the complaint properly and to provide a full response. Most Members will be able to respond much more quickly.


If you can't provide a full response within those time limits because, for example, you have to get reports from resort, you should let the client know and explain what's happening. Again, nothing's more likely to escalate a minor problem into a major complaint than a client who feels that they're being ignored.


After you’ve written to the client to explain the delay, you must send a full response as soon as possible after that. Once you go over 28 days without providing a full response, you’re in breach of the Code and should act quickly to avoid a possible sanction.


Many times you'll deal with communications by telephone and, if so, you should ensure that you keep a written record of the conversation as this may be needed later if the contents of the conversation, or the fact that the conversation took place, become disputed.


Where a transaction has taken place online you must accept online complaints from the client. The requirements in the Code of Conduct apply to both pre- and post- departure correspondence.


Correspondence  14 days for acknowledgment  28 days for full reply


 If you have good reason why you can't reply in 28 days, explain to client


 Keep notes if you deal with a complaint on the phone


 Remember to answer pre-departure letters too


©ABTA Ltd ©ABTA Ltd


198 ABTA CountryByCountry Guide 2016


Page 24 Page 24


countrybycountry.com


12 August 2015


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