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29 Mar 2017


Midland Hotel - Central Manchester


16 Peter St, Manchester, M60 2DS

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Managing Customer Complaints - Manchester

Event details

This practical seminar is tailored for the travel industry and delivers practical advice and information to help you to improve your customer complaints management strategy. 

ABTA speakers and external experts will look at the whole complaints handling process including; ABTA’s Code of Conduct; how to identify business risks and manage people and processes; the effective use of social media; using the evidence from your complaints; and the arbitration process.

The day include sessions and best practice guidance from ABTA, industry case studies, panel discussions and group discussion sessions to enable practical learning. 

To view the full programme click here.


Moderated by ABTA including:
Charles Fachiri,
Senior Customer Support Manager, ABTA
Chris Flanagan, General Manager - Customer Service & Data Control, Jet2 & Jet2holidays
Luke Golding, 
Commercial Department, Head of Employment, Travlaw LLP
Shelly Beresford,
Senior Manager, Brand and Digital Communications, ABTA
Marcus Rutherford, Arbitrator
Daryl Nurthen, Business Support Manager, ABTA

Benefits of attending

  • Top tips to manage complaints through social media.
  • Improve your understanding of legal liability.
  • Hear how the Code of Conduct works in practice, common breaches of the Code and how to avoid them.
  • Preparing for arbitration.
  • Personal injury conciliation
  • Industry case studies – how your industry peers manage their complaints.
  • Panel discussions and interactive sessions to enable practical learning. 

The full event programme will be released shortly.

Who should attend?

The seminar is aimed at those working in travel who are responsible for developing, influencing and implementing your complaints handling strategy, as well as those who oversee your business complaints handling procedures. 

This event is ideal for owners, directors, team leaders and managers in customer care, customer relations and operations.

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, 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


16 Peter St, Manchester, M60 2DS

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Great seminar once again from ABTA with a good panel of speakers, sharing and offering a great deal of knowledge. Very informative. Well done

Shearings Holidays