Travel agent members of the Association of Independent Tour Operators (Aito) will receive copies of the association’s new ten-point Customer Charter this week, with chairman Oliver Broad urging non-members who agree with the charter to join.
The Aito Specialist Travel Agents group unveiled the charter on Tuesday following consultation with tour operator and agency members.
The Customer Charter commits the association’s 130 agents to:
- Understand their clients and find the right holiday
- Go “beyond Google”
- Recommend what is best for a customer’s needs
- Suggest alternatives
- Be independent and honest
- Be open about prices and charges
- Offer 100% financial protection
- Provide a personal service
- Offer a friendly welcome
- Aim to exceed expectations
Aito Specialist Travel Agents chairman Broad said: “With the unsettled economic and political climate across the world, customers and suppliers need to know they are working with the best agents.
“Membership of Aito Agents already enshrines the qualities listed in the Customer Charter, but it’s great to have an official promise to reinforce all we do. Now is a good opportunity for agents who are not members but who believe in our ten-point promise to get in touch about membership.”