No matter how good a service giver you are, at some point, you’re bound to come across a customer complaint (or two … or more). But how to best deal with them? One way, if you’re ATAS-accredited, is to call for support.
ATAS-accredited travel companies are on target to triple their calls to the compliance team for support in 2023, with 76 calls already taken this year – compared to 51 times during the whole of 2022.
And many customers have been satisfied with the outcome.
“As a boutique family owned and run agency like ours the support we receive from ATAS Accreditation allows us to maintain the highest standards of service for our clients,” Pronto Travel’s Gianni Vitellone says.
“Their support with queries and any potential dispute resolution absolutely justifies our continual renewal of our accreditation year on year.”
France at Leisure’s Christian Blondeau says, “the ATAS team’s exceptional support, unwavering expertise, and invaluable guidance have been the cornerstone of our success in resolving a crucial issue concerning booking terms and conditions, including a Cruise cancellation”.
“As an ATAS Accredited Business, we have consistently relied upon their unparalleled assistance, particularly during the challenging times of the pandemic, as we navigated the process of revising our booking policies and business T&Cs,” he added.
Helloworld Travel Riverlink Ipswich’s Sharon Jones said support she was given “amazing” support “at a time when I felt I was on my own with a cruise issue”.
‘Collective empowerment’
Meanwhile, Kings Tours & Travel’s Jennifer Franceschi lauded ATAS’s “unwavering commitment to their members’ success”.
“They provided continuous support, addressing my questions and concerns with the utmost diligence,” she added.
“Their guidance extended beyond advice, as they actively worked alongside me, lending their expertise to help me make informed decisions throughout the resolution process.
“ATAS Accreditation truly exemplifies the importance of industry collaboration and collective empowerment.”
Have you called ATAS during the customer complaint process? What was your experience like?
Last month, the Australian Federation of Travel Agents (AFTA) released its 2022-23 Annual Report, which it says reveals an “incredibly successful” past 12 months. But what does that mean in pure numbers?
