call center worker
31 Jan 2018


ETC Venues, Prospero House


241 Borough High Street, London, SE1 1GA

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Complaints Handling Workshop – London

Event details

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 core skills workshop will give you the crucial skills to help you deal with complaints effectively, including written and verbal complaint handling techniques. 

Hear best practice for responding to complaints across a variety of channels. Gain insight into ABTA’s Code of Conduct, Alternative Dispute Resolutions (ADR) and arbitration. Benefit from group work, practical exercises, workshops and presentations. Take away your complaints handling workbook and share key learnings with colleagues.

View the agenda.


Sessions include 

  • Learn how to manage conflicting behaviours and challenging customers
  • Learning from your complaints and evidence gathering 
  • Discover the best channels of communication to use when handling complaints 
  • The best methods for handling and managing people's expectations from a health and safety perspective  
  • An introduction to Alternative Dispute Resolution (ADR)


Speakers include

  • Moderator: Charles Fachiri, Senior Customer Support Manager, ABTA
  • Kim Daplyn, Customer Relations Manager, Travel Republic 
  • Tracey Knott, Training Consultant, JournE Training
  • Daryl Nurthen, Business Support Manager, ABTA
  • Diana Missoni, Senior Code Executive, ABTA
  • Donna Boucher, Destinations Executive – Health, Safety, Crisis & Operations, ABTA 

Additional speakers will be announced in due course.

Benefits of attending

  • To gain real life examples of complaints handling in practice
  • Discover the most effective communications methods for handling complaints
  • To take part in interactive workshops tailored for the travel industry 
  • Gain top tips for dealing with telephone and written 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?

Travel professionals who are in customer relations orientated roles, who frequently liaise with consumers. The seminar is designed for large and small companies including the following roles within customer relations teams: 

  • Advisors
  • Executives
  • Team leaders.

Event prices

ABTA Member/ABTA Partner* rate – £225 plus VAT 

Non-Member rate – £345 plus VAT 

​*To qualify for the ABTA Member/Partner discount you must have a current ABTA Member/Partner number or your application must be in progress when the event takes place.

Non-Members are welcome to attend ABTA Conferences and Events. For information about becoming a Member click here.

View our booking terms and conditions here.

Event sponsorship

Aptean Respond is a leading complaints, case and feedback management solution. Travel Operator A has a team of people using Aptean Respond to capture, investigate, resolve and learn from good and bad customer feedback. The business hears its customers on all channels, including social media, retains business and has a strong brand. Operator B has an Access Database controlled by IT. They create reports monthly from raw data and lack processes and insights. Their customer service scores are worrying and their brand shows it.

Talk to Aptean Respond about how you can be Travel Operator A.

For details on how to promote your company via headline sponsorship, branding and exhibition, contact Matt Turton on 020 3693 0194 or email


241 Borough High Street, London, SE1 1GA

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Event sponsor

Fantastic information, great delivery - lots to take away

Hayley Dennington-Craft

Virgin Holidays