Abta reports bumper year for customer support

Abta reports bumper year for customer support

More than 11,275 cases and 16,000 telephone enquiries were handled by Abta’s customer support department in 2014 to help consumers resolve disputes with members.

This led to most problems being resolved although 349 customers pursued complaints through the association’s arbitration service.

The figures emerged as part of a review of Abta’s member services for the year to May 1.

Guidance notes on abta.com detailing various legal, commercial and legislative issues were accessed 2,368 times by members.

A total of 175 members used an Abta/Atol joint administration scheme over the past twelve months, up from 116 when the initiative was first launched.

Abta claims it can deliver “significant cost savings” versus applying for a licence via other routes by not passing any administration costs onto members.

The Abta communications team conducted 592 radio and TV interviews on a wide range of issues over the 12 months, strengthening the association’s reputation as the ‘go-to voice’ of the industry and raising awareness of the brand.

Three new free helplines were introduced a year ago to provide expert advice to members from Abta partners.

Abta chief executive, Mark Tanzer, said: “I’m really pleased to see that so many Abta members and their staff took advantage of the multitude of services available to our members over the last 12 months.

“We take great pride in supporting our members and helping them through regulatory changes and travel crises as well as providing day to day business support.

“I’d encourage all members to regularly check the member zone of our website to ensure they are maximising the value of their membership by accessing this consultancy and advice.

“With further changes to Atol and the revised Package Travel Directive on the horizon never has there been a greater need amongst our members for clear and cohesive advice and support.”

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