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13 Mar 2018


The Studio


The Hive, 51 Lever Street, Manchester, M1 1FN

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Managing Customer Complaints – Manchester

Event details

Do you have a good understanding of the basics of customer complaints, but want to develop your knowledge further?

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

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; using the evidence from your complaints; handling complaints and reviews online and the arbitration process.  

View the agenda.


  • The law: Package Travel and Denied Boarding regulations
  • What generates complaints?
  • Effective complaints reporting
  • Best processes and preparation for arbitration
  • The Code of Conduct and the support that ABTA can offer
  • Arbitration and personal injury conciliation


  • Charles Fachiri, Senior Customer Support Manager, ABTA
  • Gregory Hunt, Managing Director, Hunt ADR
  • Krystene Bowd, Solicitor, Travlaw
  • Diana Missoni, Senior Code Executive, ABTA
  • Sharon May, Owner, Worldwide Travel Solutions

Benefits of attending

  • Learn how to improve your complaints strategy, manage expectations and tailor your processes
  • Improve your understanding of legal liability and managing your evidence
  • Hear how the Code of Conduct works in practice, common breaches of the Code and how to avoid them
  • Best practice and preparation for arbitration
  • Gain an update on the new personal injury conciliation scheme
  • Industry case studies – how your industry peers manage their complaints
  • Panel discussions and interactive sessions to enable practical learning

Who should attend?

The advanced level seminar is aimed at those who are responsible for developing and implementing a complaints handling strategy, or who oversee business complaints handling procedures. 

This event is ideal for team leaders and managers in customer care, customer relations and operations, and those who have completed the complaints handling course and are looking for the next level.

Event prices

ABTA Member/ABTA Partner rate* – £225 plus VAT 
Non-Member rate – £345 plus VAT

Group booking discounts
Book three places and get 50% off the third place.
Book five places and get the fifth place free.
(This discount will be automatically applied when you book online).

*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

Event sponsor

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.


The Hive, 51 Lever Street, Manchester, M1 1FN

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The Hive, 51 Lever Street, Manchester, M1 1FN

View in Google Maps

Event sponsor

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The information provided has given me greater insight into how we can resolve cases and keep customers satisfied.

Lawrence V