Established in 1984 and endorsed by a string of awards over the years, Inntravel is a company you can trust to deliver excellent levels of customer service and enjoyable, memorable holidays that are financially protected by the appropriate travel associations to ensure your complete peace of mind.
Your complete financial security
We have in place the following financial security arrangements which guarantee your complete financial protection while on holiday with us:
• we hold an Air Travel Organiser’s Licence issued by the Civil Aviation Authority (ATOL number 2644). When you buy a holiday from us for which we book your flight, you will be supplied with an ATOL Certificate confirming that your flight and holiday are financially protected by the ATOL scheme – please ask for it and check to ensure that all details are listed correctly. In the unlikely event of our insolvency the scheme will ensure that you are not left stranded abroad and will arrange to refund any money you have paid to us for an advance booking.
• if we do not book a flight when you buy a holiday from us, ATOL protection does not apply and you will not receive an ATOL Certificate. Instead, your holiday will be financially protected by the Association of British Travel Agents (ABTA number W780X) in the same way as described above except that, if already abroad, you will be returned to the point where your contracted arrangements with us began.
Please note that if you book arrangements other than an ATOL protected flight, flight inclusive package or non-flight inclusive package from us, your monies will not be financially protected. Please ask us for further details. Please also see our booking conditions for full details, or for more information about ATOL protection visit the ATOL website at www.atol.org.uk/ATOLCertificate.
ABTA and ABTA Members help holidaymakers to get the most from their travel and assist them when things do not go according to plan. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. For further information about ABTA, the Code of Conduct and the arbitration scheme available to you if you have a complaint, visit the ABTA website, www.abta.com, or contact ABTA at 30 Park Street London SE1 9EQ.
As well as being protected by the CAA and ABTA, Inntravel is a member of and endorsed by the following associations which encourage the highest of standards for you, the customer:
IATA – on behalf of its 270-plus international airline members, IATA approves and controls more than 90,000 accredited passenger agents worldwide.
AITO (Association of Independent Tour Operators) represents Britain's leading independent and specialist tour operators and encourages high levels of professionalism and a shared concern for quality and personal service. Inntravel abides by the Association's Code of Conduct and adheres to its principles as laid out in its quality charter.
The AITO quality charter
Exclusive membership AITO sets criteria regarding ownership, finance and quality which must be satisfied before new companies are admitted to membership. All members are required to adhere to a Code of Business Practice which encourages high operational standards and conduct.
Financial security An AITO member is required to arrange financial protection for all holidays and other arrangements (including accommodation only) booked by customers with the member under the AITO logo. This financial protection applies to customers who are resident in the UK at the time of booking and to most overseas customers who have booked directly with the member. In doing so, the member must comply with UK government regulations. Members are required to submit details of their financial protection arrangements to AITO on a regular basis.
Accurate brochures and websites All members do their utmost to ensure that all their brochures and other publications, print or electronic, clearly and accurately describe the holidays and services offered.
Professional service and continual improvements All members are committed to high standards of service and believe in regular and thorough training of employees. Members continually seek to review and improve their holidays. They listen to their customers and always welcome suggestions for improving standards.
Monitoring standards AITO endeavours to monitor quality standards regularly. All customers should receive a post-holiday questionnaire, the results of which are scrutinised by the Association.
Sustainable tourism All members acknowledge the importance of AITO’s Sustainable Tourism guidelines, which recognise the social, economic and environmental responsibilities of tour operating. Those demonstrating their achievements beyond the pure acceptance of this principle are recognised by the award of 2 to 5 star status. Inntravel is pleased to have been awarded the maximum five stars.
Customer relations All members endeavour to deal swiftly and fairly with any issues their customers may raise. In the unlikely event that a dispute between an AITO member and a customer cannot be settled amicably, AITO’s low-cost Independent Dispute Settlement Service may be called upon by either side to bring the matter to a speedy and acceptable conclusion.
To contact the Association, visit www.aito.com or call 020 8744 9280.