Changes in Financial Protection - Abta

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MANAGING CUSTOMER COMPLAINTS ABTA Ltd Venue: ABTA Ltd, 30 Park Street, London SE1 9EQ

Date: 18 November 2014

THE PROGRAMME 09:30 10:00

Registration and coffee Welcome and setting the scene Charles Fachiri, Senior Customer Support Manager, ABTA  The role of Customer Support at ABTA  What generates complaints?  Do you manage expectations?  Best practice

14:00

10:30

What is your complaints strategy? A group discussion Handling your complaints through social media channels Shelly Beresford, Communications Manager, ABTA  When and how to react - do the right people know what to do?  General guidelines  Hints and tips Handling and managing business safety risks Angela Hills, Destination Services Manager, ABTA  What if your complaint is related to health or safety?  The importance of internal systems  Management of safety risks Tea and coffee break Understanding your legal liability Paula Macfarlane, Senior Solicitor, ABTA  The law: Package Travel and Denied Boarding regulations  In practice: breach of contract and compensation  Keeping your terms and conditions within the law  Case law ABTA’s Code of Conduct in practice Diana Missoni, Senior Code Executive, ABTA  Your ABTA Code of Conduct  How the complaints handling procedure works in practice  Common breaches of the code and how to avoid them Q&A Session Lunch

14:40

10:50

11:15

11:50 12:10

12:40

13:00 13:10

14:55 15:15

15:50

16:10

16:30

Deciphering arbitration Charles Fachiri, Senior Customer Support Manager, ABTA Marcus Rutherford, Arbitrator  Overview of the arbitration scheme  Best processes and preparation  How to deal with a complaint on a published award Manage complaints – use your evidence Romana Sztyber, Legal Services Manager, Virgin Holidays  Effective complaints reporting  Reacting and utilising the evidence Tea and coffee break Managing your people and processes – a panel discussion Paula Byrne, Customer Services Manager, Discover the World Karen Hart, Head of Legal and Consumer Affairs, DialAFlight Romana Sztyber, Legal Services Manager, Virgin Holidays  Industry-based examples and experiences ABTA – tools and resources Daryl Nurthen, Business Support Manager, ABTA  ABTA – your business support  Know your guidance notes Summary and final questions Charles Fachiri, Senior Customer Support Manager, ABTA  Final thoughts to manage complaints Finish

(It may be necessary, for reasons beyond our control, to alter the content or timings of the programme.)