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 1,869 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.

Address: 68-71 Newman Street, London W1T 3AH

Telephone: 020 7637 2444

Website: www.abtanet.com

AITO (Association of Independent Tour Operators)

AITO represents approximately 160 independent tour operators in the UK. 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.
They have to offer choice, quality and security to customers.
Advice given to customers must be independent.
Brochures must always be accurate.
Customers must receive professional service.
Members must actively support environmentally responsible tourism.

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: 2 Torrington Place, London, WC1E 7HW

Telephone: 020 7580 5555

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 7453 6430

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 (2pm-5pm, Monday-Friday)

Website: www.auc.org.uk

BAA (British Airports Authority)

BAA owns and operates seven UK airports (Heathrow, Gatwick, 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: 130 Wilton Road, London SW1V 1LQ

Telephone: 020 7834 9449 (corporate affairs), 0800 844 844 (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: 200 Buckingham Palace Road, London SW1W 9TA

Telephone: 020 7730 6931

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: 120 Wilton Road, London SW1V 1JZ

Telephone: 020 7931 0601

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

More organisations

CARTA (Campaign for Real Travel Agents)

Formed to promote independent travel agents, CARTA is closely linked to the Association of Independent Tour Operators (AITO). It looks after approximately 400 independent agents and nearly 60 independent tour operators, which offer impartial travel advice and a range of holidays away from well-trodden tourist paths.

Address: 133a St Margaret's Road, Twickenham, Middlesex, TW1 1RG

Telephone: 020 8744 9271

Website: www.realholiday.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.

Address: Myddelton House, 115-123 Pentonville Road, London, N1 9LZ

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: Imperial House, 15-19 Kingsway, London, WC2B 6UN

Telephone: 020 7240 3131

Website: www.cpt-uk.org

DTI (Department of Trade and Industry)

The DTI aims to help people and companies become more productive by promoting enterprise, innovation and creativity. They champion UK business at home and abroad and protect the rights of working people and consumers. The DTI stands up for fair and open markets in the UK, Europe and the World.

Address: DTI Enquiry Unit, 1 Victoria Street, London, SW1H 0ET

Telephone: 020 7215 5000

Website: www.dti.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: 0870 606 0290

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

IATA (International Air Transport Association)

IATA represents and serves the international airline industry. It groups together some 270 airlines, which operate more than 95% of all scheduled air traffic around the world. IATA ensures members' aircraft operate safely, securely, efficiently and economically. It also offers training for airlines, airports, civil aviation administrations, and cargo, travel and tourism industry staff.

Address: Central House, Lampton Road, Hounslow, Middlesex TW3 1HY.

Telephone: 020 8607 6200

Website: www.iata.org

ICSTIS (Independent Committee for the Supervision of Standards of Telephone Information Services)

ICSTIS is the industry-funded regulatory body for all premium rate charged telecommunications services. ICSTIS regulate the content and promotion of services through a Code of Practice. They investigate complaints and have power to fine companies and bar access to services.

Address: Freepost WC5468, London, SE1 2BR

Telephone: 0800 500 212 (9-4)

Website: www.icstis.org.uk

Ofcom (Office of Communications)

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

PSA (Passenger Shipping Association)

The PSA is the trade association for cruise and ferry companies in the UK. It offers financial protection for passengers and a conciliation and arbitration service. The PSA also lobbies the Government and EU on major industry issues and promotes cruising through its Cruise Information Service.

Address: 4th Floor, Walmar House, 288-292 Regent Street, London W1R 5HE

Telephone: 020 7436 2449

Website: www.psa-psara.org

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

YCA (Yacht Charter Association)

The YCA is an association of professional yacht charter operators and agents, which exists to maintain and raise standards and protect customers.

Address: Deacons Boatyard, Bridge Road, Bursledon, Southampton, Hampshire, SO31 8AZ

Telephone: 023 8040 7075

Website: www.yca.co.uk