Monday 4 February 2019

Managing travellers concerns

ABTA launched its FCO online training in conjunction with the Foreign & Commonwealth Office (FCO) March 2018. This was in response to Members’ requests for support and guidance about how and when to raise the matter of FCO travel advice, and how to respond to difficult questions customers sometimes may have about their destination.

The training explains how to highlight FCO travel advice and answer difficult questions about destination safety using real-life examples from shop agents and call centre staff. An animation shows scenarios in which customers are enquiring about holidays to Turkey and Egypt and advises what to say. In the examples, the agent tells the customer to check the FCO advice to decide if they are comfortable travelling there.

The scenarios are focused on customers booking leisure holidays but they remain very relevant when travellers book their next trip. See comments from Emma Goodwin, a Senior Business Travel Consultant at BCD Travel:

"THIS SHORT AND EASY COURSE HAS SHOWN ME WHERE TO FIND FCO TRAVEL ADVICE AND HOW TO DEAL WITH CHALLENGES WHEN ADVISING CUSTOMERS WHICH WILL BE A BIG HELP IN MY ROLE.”

The FCO advice is part of the ABTA Code of Conduct that ensures that customers have all the important information they need before travelling. TMCs, travel agents and tour operators and their staff need to make customers aware of FCO travel advice in order to comply with the Code of Conduct. 

Since the FCO online training was launched 730 ABTA Members have completed the online training. ABTA Members can access the training on ABTA’s ‘Knowledge Zone’ at abta.com/abtaknowledgezone.

Corporate buyers, travellers look for an ABTA Member for your next trip

As booking business travel with an ABTA Member means you can have the confidence they are a reputable company that:

  • Has passed ABTA’s financial fitness tests, including minimum capital requirements, balance sheet net asset strength and the provision of financial security.
  • Adheres to ABTA’s Code of Conduct, so you can expect high service standards and reassurance where regulation does not exist.
  • ABTA ensures Members keep up-to-speed with the latest advice, travel issues and regulatory requirements by providing access to a team of ABTA experts who are able to provide advice on key issues such as health and safety, crisis management and sustainability.

To check to see if your travel company is an ABTA Member click here

Or alternatively, come and visit the ABTA Team at stand B2304 at the Business Travel Show.

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