Organisations Explained
Organisations explained
The UK's travel and aviation industries are overseen by several organisations, whose logos often appear in holiday brochures and websites.
Some rules to remember are:
Look for ABTA or ATOL symbols when buying a package holiday in order to be financially protected if the tour operator goes out of business.
If you are buying a scheduled airline ticket you are not covered if the airline liquidates. Try to get insurance that covers you for this, or pay by credit card
Here is a brief guide to several organisations:
ABTA (Association of British Travel Agents)
A trade organisation for travel agents and tour operators, ABTA has approximately 5000 companies on its books. All members must be able to give detailed advice about insurance, tickets, passports, visas, health requirements and changes to travel plans.
The association offers an arbitration service when complaints are made against members. If an ABTA member becomes insolvent then the ABTA fund is used to refund the customer.
• ABTA's code of conduct should ensure that:
• Members are financially sound.
• Descriptions used in brochures are accurate.
• Bookings are handled with a high degree of service.
• Money paid for a holiday is not lost, and is refunded if necessary.
• Holidaymakers are never stranded abroad.
For a full list of code of conducts visit
www.abta.com
AITO (Association of Independent Tour Operators)
AITO represents some of Britain’s best specialist tour operators. Members are expected to deliver a high standard of customer service and work to a code of conduct before they can join the association.
AITO endorses:
• Members need to be properly insured to guarantee holiday arrangements.
• All customers should receive a post-holiday questionnaire, the results of which are scrutinised by the Association
• Brochures and websites must always be accurate.
• Customers must receive professional service.
• All members endeavour to deal swiftly and fairly with any issues their customers may raise
• Members must actively support environmentally sustainabletourism.
Address: 133a St Margaret’s Road, Twickenham, Middlesex TW1 1RG.
Telephone: 020 8744 9280
Website: www.aito.co.uk
ASA (Advertising Standards Authority)
The ASA is an independent, self-regulatory body for non-broadcast advertisements, sales promotions and direct marketing in the UK. They administer the British CAP Code to ensure that advertisements are legal, decent, honest and truthful.
Address: Mid City Place, 71 High Holborn, London, WC1V 6QT
Telephone: 020 7492 2222
Website: www.asa.org.uk
ATOL (Air Travel Organiser's Licence)
The ATOL scheme safeguards air and air package holiday customers from losing money should their travel company cease trading. It is managed by the Civil Aviation Authority, which provides refunds and arranges for those abroad at the time to continue their holidays as planned . If you are making a booking with a retail agent for an ATOL protected operator, this means that the company does not hold an ATOL itself but is acting as an authorised agent for one that does.
By law, tickets must be issued as soon as they're paid for, or protected by ATOL by the issue of an ATOL Receipt or Confirmation Invoice. The scheme doesn't cover scheduled flights bought direct from an airline, or tickets bought and issued on the spot from a travel agent.
Address: Consumer Advice, ATOL, Consumer Protection Group, Civil Aviation Authority, CAA House, 45-59 Kingsway, London, WC2B 6TE
Telephone: 020 7379 7311
Website: www.atol.org.uk
AUC (Air Transport Users Council)
The council monitors the airline industry for consumers. It offers air travellers advice about their rights and helps passengers seek compensation when treated badly by scheduled airlines. Typically when flights are delayed, cancelled or overbooked. The council does not handle complaints against tour operators and travel agents.
Address: CAA House, 45-59 Kingsway, London WC2B 6TE
Telephone: 020 7240 6061 (Mon-Thurs 9:30am to 2:30pm)
Website: www.auc.org.uk
BAA (British Airports Authority)
BAA owns and operates seven UK airports (Heathrow, Stansted, Glasgow, Edinburgh, Aberdeen and Southampton) and manages all or part of nine airports outside the UK. BAA also manages the commercial facilities at its airports, such as shops, catering outlets, foreign currency exchange, car hire and car parks. World Duty Free is the company's duty and tax-free retailing business.
Address: The Compass Centre, Nelson Road, London Heathrow Airport, , Hounslow, TW6 2GW
Telephone: 020 8745 9800 (corporate affairs), 020 8745 9800 (retail enquiries).
Website: www.baa.co.uk
BATA (British Air Transport Association)
BATA is a non-profit making trade association for airlines. BATA represents scheduled, charter and cargo airlines to the Government and other regulatory bodies on aviation issues, such as, changes to law, regulations and airline and airport charges.
Address: Artillery House, 11-19 Artillery Row, London, SW1P 1RTTelephone: 020 7222 9494
Website: www.bata.uk.com
BITOA (British Incoming Tour Operators Association)
The group represents the commercial interests of British companies involved with inbound tourism into Britain. Members include tour operators and suppliers of products and services to tour operators. BITOA is represented on tourist boards and the British Tourist Authority, which helps promote Britain as a tourist destination abroad.
Address: 3rd Floor 388 The Strand London WC2R 0LTTelephone: (0)20 7395 7500
Website: www.bitoa.co.uk
CAA (Civil Aviation Authority)
The CAA is responsible for air safety, consumer protection from financial loss and the economic regulation of airports and airlines in the UK. It is a Government agency, overseen by the Department of the Environment, Transport and the Regions.
The CAA also:
• Advises the Government on aviation issues, such as aircraft noise and air pollution.
• Represents the interests of the public through its consumer protection group.
• Carries out scientific research into the environmental impact of aircraft.
• Produces statistical data on airlines and airports.
• Gives operating licences to airlines and licenses crew.
Address: CAA House, 45-49 Kingsway, London, WC2B 6TE
Telephone: 020 7379 7311
Website: www.caa.co.uk
CAB (Citizens Advice Bureau)
Citizens Advice is an operating name of The National Association of Citizens Advice Bureaux (NACAB). The CAB is a registered charity that offers free, confidential, impartial and independent advices.
Website: www.citizensadvice.org.uk
CPT (Confederation of Passenger Transport)
The Confederation of Passenger Transport UK (CPT) is the voice of the road passenger transport industry in the UK, representing bus, coach and light rail operators. Our members also include businesses which supply and service the operational sector. CPT is officially recognised by Government and is the principal consultative body on national, local and EU legislative and regulatory matters. It is also the industry's main link with the media and is regularly approached for comments and facts on topical issues.
Address: Drury House, 34-43 Russell Street, London, WC2B 5HATelephone: 020 7240 3131
Website: www.cpt-uk.org
Department for Business Innovation & Skills (BIS)
The Department for Business, Innovation and Skills (BIS) is building a dynamic and competitive UK economy by: creating the conditions for business success; promoting innovation, enterprise and science; and giving everyone the skills and opportunities to succeed. To achieve this it will foster world-class universities and promote an open global economy. BIS - Investing in our future.Address: BIS, 1 Victoria Street, London, SW1H 0ETTelephone: 020 7215 5000
Website: http://www.bis.gov.uk/
FCO (Foreign Commonwealth Office)
FCO is a government department. One role of the FCO is to provide advice based on current events and local knowledge to UK residents on travelling overseas.
Address: King Charles Street, London, SW1A 2AH
Telephone: 020 7008 1500
Website: www.fco.gov.uk
FSA (Financial Services Authority)
The FSA is a government department that aims to maintain efficient, orderly and clean financial markets and helps retail consumers achieve a fair deal.
Address: 25 The North Colonnade, Canary Wharf, London, E14 5HS
Telephone: 0845 606 1234
Website: www.fsa.gov.uk
Payphone Plus
PhonepayPlus (previously known as ICSTIS) regulates phone-paid services in the UK. These are the premium rate goods and services that you can buy by charging the cost to your phone bill and pre-pay account.Address: PhonepayPlus, Clove Building , 4 Maguire Street , London , SE1 2NQTelephone: 0800 500 212 (9-5)
Website: http://www.phonepayplus.org.ukOfcom (Office of Communications)
Ofcom
Ofcom licenses Teletext to provide the text service for Analogue ITV1, Channel Four, Channel Five, Digital Terrestrial Television, Cable, Satellite and Teleshopping.
Address: Ofcom Contact Centre, Riverside House, 2a Southwark Bridge Road, London, SE1 9HA
Telephone: 0845 456 3000
Website: www.ofcom.org.uk
OFT (Office of Fair Trading)
The OFT is responsible for making markets work well for consumers by promoting and protecting consumer interests throughout the UK, while ensuring that businesses are fair and competitive.
Address: Fleetbank House, 2-6 Salisbury Square, London, EC4Y 8JX
Telephone: 0845722 44 99
Website: www.oft.gov.uk
TGTG (The Global Travel Group)
TGTG is an association of independent travel agents. If viewers are booking with a GTG bonded Advertiser, should an outlet cease trading then liability rests with TGTG.
Address: Glendale House, Glendale Business Park, Sandycroft, Nr Chester, CH5 2DL
Telephone: 0870 735 1736
Website: www.globaltravelgroup.com
Trading Standards
Trading Standards is a government department that, amongst other things, enforces consumer protection including pricing law, trade descriptions, credit law and fair trading.
Trading Standards is contactable through your local City Council.
Website: www.tradingstandards.gov.uk
TTA (Travel Trust Association)
A trade organisation for travel agents and tour operators, the TTA offers consumers financial peace of mind through its "trust account" system for members. If a business ceases trading, money from the account is used to refund customers for a holiday or ensure they aren't stranded abroad.
Address: 3rd Floor, Albion House, High Street, Woking, Surrey, GU21 6BD
Telephone: 0870 889 0577
Website: www.traveltrust.co.uk
