A HOLIDAY reps charter is to be compiled for ABTA’s
code of conduct following calls to introduce minimum standards across the
industry.
ABTA has agreed to set up a new section on reps within
the code in a meeting with the Consumer’s Association following research by
Holiday Which? showing reps were the biggest source of complaints from
holidaymakers. It is likely to be written and approved by the board in a matter
of months.
Head of consumer affairs Keith Richards
said: “We have generally acknowledged the quality of reps’ services is
something that affects customers and there is scope to include it in the code.”
Under the code operators employing holiday reps will
be obliged to meet minimum standards of service and make customers aware of the
service they offer in brochures or pre-departure details. Members who breach
the code could be reprimanded or fined.
Meanwhile, ABTA is also producing its first consumer
guide on the code of conduct with the next version of its existing Building Confidence
In Travel leaflets, out next month.
The guide will be updated once the reps charter is
approved.