Customer advisor on the telephone
25 Jan 2017


ABTA Offices


ABTA Ltd, 30 Park Street, London, SE1 9EQ


09:00 - 16:30

Complaints Handling Workshop - London

Event details

This event is sold out. Please contact for details of the next workshop.

ABTA’s Complaints Handling Workshop is ideal for those who handle or receive complaints on a regular basis and want a wider awareness and understanding of the complaint handling process. 

This workshop will help you to manage your complaints more effectively, including tackling tricky issues such as dealing with complaints via social media, a method that customers are using more regularly. It will look how the updates to ABTA’s Code of Conduct will affect you as well as giving practical guidance on complaint handling techniques.

There will be a particular focus on the importance of Alternative Dispute Resolution (ADR) and delegates will be provided with the tools to respond to an Arbitration effectively.


Sessions for the day include:

  • Managing conflicting behaviours and challenging customers
  • Handling complaints through social media channels
  • Learning from your complaints and evidence gathering
  • Effective communications when handling complaint
  • Handling and managing people's expectations - a health and safety perspective. 

Click here to view the full programme.


  • A representative from CEDR 
  • Charles Fachiri, Senior Customer Support Manager, ABTA
  • Kim Daplyn, Customer Relations Manager, Travel Republic
  • Tracey Knott, Training Consultant, JournE Training
  • Shelly Beresford, Senior Manager, Brand and Digital Communications, ABTA
  • Donna Boucher, Destination Services Executive, ABTA
  • Diana Missoni, Senior Code Executive, ABTA
  • Daryl Nurthen, Business Support Manager, ABTA

Benefits of attending

  • Gain real life examples of complaints handling in practice
  • Take part in interactive workshops tailored for the travel industry including a role play exercise
  • Gain top tips for dealing with telephone complaints
  • Bring your questions for the experts and hear their experiences
  • Network with your colleagues who are experiencing the same issues as you

Who should attend?

This event is aimed at advisors, executives, team leaders and others in customer relations-orientated roles who frequently liaise with consumers from ABTA Members and the wider travel community.

Event prices

ABTA Member / ABTA Partner rate* - £215 plus VAT 
Non-member rate - £325 plus VAT

*To qualify for the ABTA Member/Partner discount you must have a current ABTA Member/Partner number. 

Non-members are welcome to attend ABTA Conferences and Events. 

Event sponsorship

Event partner

CEDR is unique professional services consultancy which provides access to expertise in a range of problem solving disciplines used to achieve resolution of differences and conflict in business. CEDR is Europe’s largest independent Alternative Dispute Resolution (ADR) service for both commercial and consumer disputes handling over 8,000 cases a year, ranging from contractual disputes with customers and suppliers to professional negligence and personal injury claims. CEDR uses a range of ADR processes chosen to get the best result depending on the type of dispute, including arbitration, mediation, conciliation and expert determination. CEDR is the leading negotiation and conflict management trainer internationally and its acclaimed Mediator Skills Training course has been undertaken by over 7000 mediators in 70 countries.
Founded in 1990, CEDR is a not-for-profit body that campaigns for better resolution of disputes and management of conflicts. As part of CEDR’s foundation activity, it consults globally on Civil Justice reform and helps businesses develop conflict management systems. 

For details on how to promote your company via headline sponsorship, branding and exhibition, contact Matt Turton on 020 3117 0548 or 


ABTA Ltd, 30 Park Street, London, SE1 9EQ

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Event partner

It was very informative without being too formal. Very open to questions and providing direct helpful answers. It was also done in a nice manner with a little bit of fun.

The City Break Company

Jo Gilbey