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    18 Apr 2018


    ABTA Ltd


    ABTA, 30 Park Street, London, SE1 9EQ

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    Handling Cruise Complaints Workshop – London

    Event details

    ABTA’s new Handling Cruise Complaints workshop is tailor made for the cruise industry and is ideal for those who handle or receive complaints on a regular basis.

    The demand for cruise holidays is growing each year and with this increased demand comes increased expectations from your customers. Common complaints you will need to tackle include noise disruption, itinerary changes, cabin changes, water levels, sickness, food, service and staff. How can you deal with these complaints and retain your customers, keeping their loyalty after a bad experience?

    This practical workshop will look at the common causes of cruise complaints and will give you the crucial skills to help you deal with complaints effectively.

    Gain insight into your legal obligations surrounding cruise holidays, including river cruises, and hear how ABTA’s Code of Conduct, Alternative Dispute Resolutions (ADR) and arbitration can help you through the complaints journey. Learn what processes you should have in place and how to manage feedback received online. Benefit from group work, practical exercises, workshops and presentations. Take away your complaints handling workbook and share key learnings with colleagues.

    View the agenda.


    • The law: your obligations and liability for cruise holidays and sickness claims
    • The best ways to handle feedback from your customers online
    • Ways to improve the customer experience
    • An introduction to arbitration and Alternative Dispute Resolution (ADR)
    • Managing your internal processes
    • The Code of Conduct and the support that ABTA can offer
    • Managing cruise related complaints including non-flight and packages with flights


    • Moderator: Charles Fachiri, Senior Customer Support Manager, ABTA
    • Kerry Bullion, Customer Support Advisor, ABTA
    • Chloe Daley, Customer Relations Manager, Fred. Olsen Cruise Lines
    • Alex Padfield, Director, Hextalls
    • Darren Hutton, International Litigation Manager, RCL Cruises Ltd
    • Tracey Knott, Training Consultant, JournE Training

    Additional speakers will be announced in due course.

    Benefits of attending

    • Take part in an interactive workshop tailored for the cruise industry
    • Hear case studies from large cruise operators and real life examples of cruise complaints handling
    • Learn how to retain customer loyalty whilst dealing effectively with your customer complaints
    • Learn top tips for dealing with telephone and written complaints
    • Network with your cruise colleagues who are experiencing the same issues as you 

    Who should attend?

    Operators and retailers including the following teams:

    • Customer services and support
    • Guest relations
    • Administration
    • Customer experience
    • Complaints
    • Legal.

    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

    For details on how to promote your company via headline sponsorship, branding and exhibition, contact Matt Turton on 020 3693 0194 or email mturton@abta.co.uk.


    ABTA, 30 Park Street, London, SE1 9EQ

    View in Google Maps


    ABTA, 30 Park Street, London, SE1 9EQ

    View in Google Maps