ABTA is writing to its members to seek their views over a root and branch review by the Civil Aviation Authority of the ATOL claims handling procedure.The review has special relevance for retailers as the current system requires very specific documentation to be passed by agents to customers for a claim to be accepted. ABTA says that it is essential that members take this opportunity to help create a more efficient claims system, working for the benefit of both customers and the industry.
The association is sending out questionnaires to members and has made the questionnaire available online at www.abta.com
The association’s CEO, Mark Tanzer, said: “The recent failures of the XL Leisure Group and Freedom Direct raised some serious areas of concern in the way that ATOL claims are processed.
These created substantial and protracted delays for many customers obtaining refunds. This consultation by the CAA gives us an important opportunity to create a more efficient, user friendly scheme.
The consultation is particularly important for agents as it deals with the fundamentally important area of client documentation and their feedback will be vital.”
The deadline for the questionnaires to be completed and handed in is July 15.