Changes in Financial Protection - Abta

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MANAGING CUSTOMER COMPLAINTS SEMINAR ABTA Ltd Venue: Manchester Airport Marriott Hotel

Date: 26 November 2015

THE PROGRAMME 09:00 09:30

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 10:00 What is your complaints strategy? A group discussion 10:25 Understanding your legal liability Daryl Nurthen, Business Support Manager, 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 10:55 Tea and coffee break 11:10 Manage complaints – use your evidence Chris Flanagan, Customer Service Manager, Jet2.com & Jet2holidays  Effective complaints reporting  Reacting and utilising the evidence 11:35 Handling your complaints through social media channels Matt Robinson, Senior Manager, Brand and Digital Communications, ABTA  When and how to react - do the right people Codeto ofdo? Conduct in practice 11:40 ABTA’s know what Missoni, Senior Code Executive, ABTA  Diana General guidelines Yourand ABTA tipsCode of Conduct (25)   Hints  How the complaints handling procedure works 12:05 ABTA – tools and resources practice Business Support Manager, ABTA DarylinNurthen,  Common breaches the code and how to  ABTA – your businessofsupport avoid them  Know your guidance notes  Health and safety

12:35 13:35

14:15

14:40 14:50

15:30

15:40

Lunch 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 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 Tea and coffee break Managing your people and processes – a panel discussion Chris Flanagan, Customer Service Manager, Jet2.com & Jet2holidays Daryl Nurthen, Business Support Manager, ABTA Luke Golding, Senior Solicitor, Travlaw LLP Marcus Rutherford, Arbitrator Summary and final questions Charles Fachiri, Senior Customer Support Manager, ABTA  Final thoughts to manage complaints Networking drinks reception

Drinks reception sponsor