INDUSTRY STANDARDS

As we have shown with our work with ABTA on misleading airline pricing in the travel industry, the self-regulatory approach can provide a more flexible alternative. ABTA's work in policing its own members was effective and ensured an undesirable industry practice was remedied quickly. Office of Fair Trading, March 2009

For nearly fifty years ABTA has maintained a Code of Conduct which governs the relationship between Members and their customers, between Members and ABTA, and between Members and other Members. The Code of Conduct is provided for by the Articles of Association, which lay down the rules of membership.

For individuals, the Accredited Travel Professional scheme, developed and supported by ABTA, provides a framework for continuous professional development.

Code of Conduct

The primary aims of the Code of Conduct are to ensure that the public receive the best possible service from Members, and to maintain and enhance the reputation, good name and standing of ABTA and its Members. It’s essentially a guide to good practice, although some of what it contains is also required under UK and European law. The Standards on Brochures & Booking Conditions and Standards on Websites & Online Trading form part of the Code. Our guidance document - Guidance to the Application of the Code of Conduct - explains what the Code of Conduct means in practical terms.

Consumers place their trust in ABTA because we make sure that our Members adhere to the Code of Conduct. Each year we report on the number and nature of Code breaches, and how they’ve been resolved. A copy of the latest report is at the end of this page. We also publish Code of Conduct committee decisions.

Articles of Association

The Articles of Association set out in broad terms the rules of membership, including our joining criteria, Members’ rights and obligations, and our Accounts Rules (Article 10). The Accounts Rules set out the financial criteria that Members must meet if they're conducting certain types of business. Their purpose is to help ensure that Members are on a firm financial footing. Our guide to the Accounts Rules - Guidance Notes on Accounts Rules & the Provision of Security - explains how these work in practice, and what our requirements are for the provision of security.

Enforcement and Appeal

The Articles of Association and Code of Conduct are subject to an enforcement and appeal procedure. This, in turn, underpins a comprehensive consumer complaints service, which includes access to independent arbitration and mediation schemes. These services provide consumers with confidence, as well as helping to save Members considerable sums of money.