GUIDANCE ON THE APPLICATION OF THE CODE OF CONDUCT
12 August 2015
For all accommodation you must clearly indicate the nature of accommodation including its location, category or degree of comfort and its main features. Accommodation provided in an EU member state should also include the approval or tourist classification under the rules of that member state (where such rules exist).
The meals that are included in the price, if any. The destination and/or itinerary as appropriate. Any additional facilities or special arrangements included in the price. Where it is appropriate to the particular Brochure and where you do not have more specific information about the accommodation featured in the Brochure, you should include the following statement. It is suggested that this appears in the general information section: The standard international practice is to let rooms from midday to midday. However times do vary. Check-in times are usually between 2pm and 3pm, check-out times between 11am and 12 noon on the day of departure. Therefore, if you check in immediately after a night flight this would normally count as one night's accommodation. Similarly if your return flight is at night you will normally be required to vacate your room at 12 noon prior to leaving for the airport. Day rooms are subject to availability/cost and should be arranged locally with the accommodation management.
Delays at Points of Departure
You must state in your Brochure what your policy is on the handling of Clients who are delayed at the outward and/or homeward points of departure. You should also have regard to the Regulations on Denied Boarding, Cancellation and Delay. Further guidance on these is contained in our guidance note Airlines: Denied Boarding, Cancellation and Delay or can be obtained from the Civil Aviation Authority
www.caa.co.uk.
Booking Conditions
You must ensure that your booking conditions comply with all relevant statutory provisions including the Unfair Terms in Consumer Contracts Regulations 1999. Where it is reported that you have breached any such statutory provisions, the Code of Conduct Committee retains the right to consider the alleged complaint and to decide if you have or have not breached this Code.
You must make sure that all booking conditions and/or insurance details are provided to the Client on or before confirmation of the booking. If you print this information on your booking forms you must make sure that the Client is given a further copy to keep.
Information must be given in your booking conditions in relation to each of the following items: Payment of deposit and balance due date. Confirmation procedure. Arrangements for the protection of the Client’s money (if any). The price policy, including any provision relating to surcharges (See ABTA’s Business Support Manual for further information).
Procedures for an alteration to a confirmed booking made by the Client. This must clearly state the amount of, or the basis for calculating, any amendment fees that the Client might incur.
Procedures for an alteration to a confirmed booking made by you. Procedures for a cancellation made by a Client to a confirmed booking. This must clearly state the amount of, or the basis for calculating, any cancellation fees that the Client might incur.
Procedures for a cancellation to a confirmed booking made by you. Procedures for the handling of any complaints.
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