Terms & Conditions

Terms & Conditions | Kenwood Travel

Your contract is with Kenwood Travel LTD, a Member of ABTA & ATOL.       

Terms & Conditions    
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Package Holiday Bookings 

1. Your holiday contract

When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. A contract will exist as soon as we issue our confirmation invoice. This contract is made on the terms of these booking conditions, which are governed by English Law, and the jurisdiction of the English Courts.

2. Your financial protection

We provide full financial protection for our package holidays, by way of our Air Travel Organiser’s Licence number 5664. When you buy an ATOL protected fight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.

We will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where we aren’t able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).

If we are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme (or your credit card issuer where applicable).

3. ABTA

We are a member of ABTA, membership number 7456X. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you an arbitration scheme for the resolution of disputes arising out of this contract. The scheme is arranged by ABTA and administered independently. It is a simple and inexpensive method of arbitration on documents alone with restricted liability on you for costs. The upper limit on claims is £5,000 per person and £25,000 per booking form. The scheme doesn’t apply to claims, which are solely in respect of physical injury or illness or their consequences. It can, however, deal with claims, which include an element of minor injury, or illness subject to a limit of £1,500 on the amount the arbitrator can award per person in respect of this element. Your request for arbitration must be received by ABTA within eighteen months of the date of return from holiday.

ABTA is launching a new, independent Alternative Dispute Resolution (ADR) Scheme for Personal Injury. The conciliation scheme is a simple and cost-effective means for Members and consumers to resolve personal injury claims, including holiday sickness claims, up to £10,000.

ABTA’s independent ADR Scheme offers travel companies and holidaymakers a means of resolving complaints without the need to go to court, which can be costly and time-consuming. ADR decisions take no longer than eight weeks from start to finish. Additionally, with ADR there is no need for the holidaymaker to work with a claims management company, meaning that they would receive any award in full. The scheme is administered by the Centre for Effective Dispute Resolution (CEDR), which is approved by the Chartered Trading Standards Institute (CTSI). Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.

4. Your holiday price

1) All prices are subject to availability. We reserve the right to alter the prices of any of the holidays shown on our website and other media channels. You will be advised of the current price of the holiday that you wish to book before your contract is confirmed. Any booking request made on our website is subject to availability. When making a booking online or over the phone, a small deposit or full balance (depending on date of travel) will be taken. Should the reservation not be confirmed, we will inform you as soon as possible to discuss alternative options. If the alternatives are not acceptable, you are free to cancel your booking with a refund.

1.a) After your booking has been confirmed you may find that the cost of exactly the same holiday has changed. Due to market forces there may be an increase or a decrease in the cost but this would not affect your booking. Our suppliers do not allow us to change a reservation, due to price changes, and once a booking has been confirmed the price of your holiday will not increase or decrease; subject to condition 4.3 in our Terms and Conditions. If the cost has decreased significantly it may be possible to cancel the original booking, with loss of deposit and rebook at the lower price with a further deposit being paid. This is not always possible or practical and you should check with your consultant at the time.

2) When you make your booking you must pay a deposit of 10% of the total cost of your holiday, or a higher amount, which would be notified at the time of booking, and is non-refundable. The balance of the price of your travel arrangements must be paid at least ten weeks before your departure date. In certain circumstances you may be asked to pay the balance earlier, due to our commitment to suppliers. Once this early payment has been made it becomes non-refundable, overriding our standard cancellation policy. If the deposit and/or balance is not paid in time, we shall cancel your travel arrangements. If the balance is not paid in time we shall retain your deposit. The price of your travel arrangements was calculated using the foreign currency exchange rates in effect at the time of your booking.

2a.) Once you have made a confirmed booking we will issue a confirmation invoice which will confirm all of the arrangements made, together with your personal details. The majority of the information stated on the invoice has been provided by the person making the booking and it would be that person’s responsibility to check all the details on the invoice to confirm that they are correct. Kenwood Travel will not be held liable if there is an error on the invoice, which has not been pointed out by the lead passenger.

3) Changes in [transportation costs, including the cost of fuel] [dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports] and [exchange rates] mean that the price of your travel arrangements may change after you have booked. However there will be no change within 30 days of your departure. We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges. You will be charged for the amount over and above that, plus an administration charge of £1 per person together with an amount to cover agents’ commission. If this means that you have to pay an increase of more than 10% of the price of your travel arrangements, you will have the option of accepting a change to another holiday if we are able to offer one (we will refund any price difference if the alternative is of a lower value), or cancelling and receiving a full refund of all monies paid, except for any amendment charges. Should you decide to cancel you must do so within 14 days from the date on your final invoice. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your holiday cost, then any refund due will be paid to you. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place. It should also be noted that from time to time we may advertise special offers for exactly the same holiday as you have booked. The price may be lower, or even higher, but this fact would not change the price of your particular holiday booking, as the rates would have been set at the time you made the reservations. In other words if we advertise a holiday, which has the same details as your booking, but at a lower price due to a one off deal with our suppliers, then section 4.3 would not apply.

4) All monies you pay to the travel agent are held by him on behalf and for the benefit of the Trustees of the Air Travel Trust at all times. This is subject to the agent’s obligation to pay it to us for so long as we do not fail. If we fail, any money held at that time by the agent, or subsequently accepted from you by him, is and continues to be held on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us.

5. If you wish to change your booking

If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will do our utmost to make these changes but it may not always be possible. Any request for changes to be made must be in writing from the person who made the booking or your travel agent. You will be asked to pay an administration charge and any further cost we incur in making this alteration. If, by changing your booking, there is an increase in the cost we will ask for a further 10% deposit on this amount. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Note: Certain travel arrangements (e.g. Apex Tickets) may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.

6. If you cancel your holiday

You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the person who made the booking or your travel agent must be received at our offices. Since we incur costs in cancelling your travel arrangements, you will have to pay cancellation charges as follows:

Period before departure in which you notify us       Cancellation charge

More than 70 days                                               Deposit only
More than 57 days                                               50% of holiday cost
More than 42 days                                               75% of holiday cost
Less than 42 days                                                100% of holiday cost

Note: If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. If your airline tickets are issued, and payment has been made for this element of your holiday, this payment then becomes nonrefundable, overriding our standard cancellation policy.

7. If we change or cancel your holiday

As we plan your holiday arrangements many months in advance we may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time. Changes: If we make a major change to your holiday, we will inform you or your travel agent as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value and will ask you to pay the increase in cost if the arrangements are of a higher standard than booked), or cancelling your holiday and receiving a full refund of all monies paid. In some cases we will also pay compensation (see below). These options don’t apply for minor changes. Examples of minor changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same or higher standard, changes of carriers. Please note that carriers such as airlines on the website may be subject to change. Cancellation: We will not cancel your travel arrangements less than two weeks before your departure date, except for reasons of force majeure or failure by you to pay the final balance. We may cancel your holiday before this date if for example; the minimum number of clients required for a particular travel arrangement is not reached, or there is a significant and obvious error with the costing of your holiday. If your holiday is cancelled you can either have a refund of all monies paid or accept an offer of alternative travel arrangements of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value and will ask you to pay the increase in cost if the arrangements are of a higher standard than booked). In some cases we will pay compensation (see below).

Pricing Errors: Whilst we make every effort to ensure the accuracy of the pricing information provided, regrettably errors may occasionally occur. When we become aware of any such error, we will endeavour to notify you or as soon as reasonably possible. If a booking is already in place, you will have the choice to continue with the chosen itinerary at the corrected price or amend to a different holiday. We reserve the right to cancel the booking if you do not wish to accept the price that applies to your holiday or any quoted alternatives.

Insurance: If we cancel or make a major change and you accept a refund, we will consider an appropriate refund of your travel insurance premiums if you can show that you are unable to transfer or reuse your policy.

Compensation: If we cancel or make a major change we will pay compensation as detailed below except where the major change or cancellation arises due to reasons of force majeure. The compensation that we offer does not exclude you from claiming more if you are entitled to do so.

Period before departure       Amount you will receive from us per person

More than 70 days              Nil
More than 57 days              £20
More than 42 days              £30
Less than 42 days               £40

Force Majeure: We will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example, war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, epidemics and pandemics, unavoidable technical problems with transport.

8. If you have a complaint

If you have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier) and our resort representative immediately who will endeavour to put things right. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to our Customer Services Department at the address on your confirmation invoice, giving your booking reference and all other relevant information. Please keep your letter concise and to the point. It is strongly recommended that you communicate any complaint to the supplier of the services as well as to our representative without delay and complete a report form whilst in resort. If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract. Please also see clause 3 above on ABTA.

Should you become ill whilst on holiday, you must report this to the relevant supplier (e.g. your hotelier), your resort representative or by calling our Customer Services Department on 020 7749 9237. You must also consult a local doctor and make arrangements to visit your GP when you return to the UK. Should you then wish to make a claim against us as a result of that illness, you must provide us with details of both the local doctor whom you saw and your GP, together with written authority for us to obtain a medical report from both those doctors.

You must not act in a fraudulent manner regarding any reported illnesses. You, any member of your party, or any person acting for you must not make false or exaggerated claims. If you, any member of your party, or anyone acting for you makes a claim knowing any part of it to be false or exaggerated, details will be passed to the relevant authorities and we shall seek to recover any payments made to you in connection with the associated claim.

9. Our liability to you

If the contract we have with you is not performed or is improperly performed by us or our suppliers we will pay you appropriate compensation if this has affected the enjoyment of your travel arrangements. However we will not be liable where any failure in the performance of the contract is due to: you; or a third party unconnected with the provision of the travel arrangements and where the failure is unforeseeable or unavoidable; or unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or an event which we or our suppliers, even with all due care, could not foresee or forestall. Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of the total cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner to:

The contractual terms of the companies that provides the transportation for your travel arrangements. These terms are incorporated into this contract; and

(b) Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of compensation contained in these or any conventions.

You can ask for copies of the transport contractual terms, or the international conventions, from Kenwood Travel. Under EU law (Regulation 261/2004) you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details will be publicised at EU airports and available from airlines. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in clause 7. If any payments to you are due from us, any payment made to you by the airline will be deducted.

NB. This clause does not apply to any separate contracts that you may enter into for excursions or activities whilst on holiday.

10. Prompt assistance in resort

If the contract we have with you is not performed or is improperly performed as a result of failures attributable to a third party unconnected with the provision of the services, or as a result of failures due to unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or an event which we or our suppliers, even with all due care, could not foresee or forestall, and you suffer an injury or other material loss, we will offer you such prompt assistance as is reasonable in the circumstances.

11. Passport, Visa and Immigration Requirements

Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. We would advise that you must have at least 6 months validity on your passport, from the return date of travel.

12. Excursions

Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package holiday provided by us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.

13. Flight details

Any amendments that we may make to the flight details, such as change in carrier, departure time and airport of departure would be considered as a minor change and would not be subject to any compensation or allow you to cancel reservations. The exception to this would be if the timings changed by more than 12 hours.

14. Credit card charges

We do not make a charge when you pay by either a credit or debit card, unless you wish to use a corporate card, in which case you should check with your consultant.

15. Connecting flights

Where domestic or international internal flights are booked, either by Kenwood Travel or by the client directly with the airline, we are unable to accept liability for any change in flight time by the carrier that would affect your onward or return travel arrangements. Where we have made reservations for domestic or internal scheduled flights payment must be made at the time of booking and is non-refundable. This would be in addition to our standard deposit.

Our website is our responsibility, as your tour operator. It is not run on behalf of, and does not commit the airlines mentioned herein or any airline whose services are used in the course of your travel arrangements. Please note that in accordance with Air Navigation Orders in order to qualify for infant status, a child must be less than 2 years of age on the date of its return flight.

16. Website content

At Kenwood Travel, we make every effort to ensure the accuracy of our website, and that the pricing is correct. We also monitor hotel and villa content for changes of inclusions or facilities but as we rely on updates from our suppliers it is not always possible to have fully up-to-date information. You must therefore ensure you check the price, and all other details of your chosen arrangements, with us at the time of booking as any errors or omissions will not be accepted.

17. Eligibility to travel

As a UK tour operator, some of our hotel and flight rates may not be available to non-UK citizens, or expatriates living abroad. Therefore, when making a booking, you must advise us immediately if you hold a non-British passport, are a citizen of the country you are visiting, or are domicile in another country. Failure to advise Kenwood Travel of your status may result in additional costs or cancellation charges, for which you would be liable.


Terms and Conditions: Accommodation Only Bookings

1. Contract

Please read these booking conditions carefully as they, together with the specific information about your confirmed accommodation, form the basis of your contract with Kenwood Travel Ltd.

2. Prices

We reserve the right to alter any of our advertised accommodation prices. You will be advised of the current price of the accommodation that you wish to book before your contract is confirmed.

3. Making a booking and payment

When you make your booking you must pay a deposit of 10% of the total cost of your accommodation or £100 per person, whichever is higher. Due to high season requirements you may be asked to pay a higher amount, which would be notified at the time of booking. All deposit payments are non –refundable. The balance of the price of your accommodation must be paid at least ten weeks before your departure date. In certain circumstances you may be asked to pay the balance earlier, due to our commitment to suppliers. Once this early payment has been made it becomes non-refundable, overriding our standard cancellation policy. If the deposit and/or balance is not paid in time, we shall cancel your accommodation arrangements. If the balance is not paid in time we shall retain your deposit. The price of your accommodation was calculated using the foreign currency exchange rates in effect at the time of your booking. The cost of your accommodation does not include any extra chargeable services that you may use whilst at the accommodation, which must be paid direct to the hotel.

4. Your responsibility for your booking

When you make a booking you guarantee that you have the authority to accept, and do accept on behalf of your party, the terms of these booking conditions. This means that you are responsible for making all payments due, notifying us if any changes or cancellations are required and for receiving the confirmation and keeping your party informed.

5. Insurance

It is your responsibility to ensure that you are adequately insured. We strongly recommend that you take out insurance, which should include cover against the cost of cancellation by you and assistance (including repatriation) in the event of accident or illness.

6. If you’d like to change your booking

After our confirmation has been issued, any requests for changes must be sent to us in writing, by email, fax or post, by the person that made the booking. We cannot guarantee that we will be able to accommodate your request but we will try to do so. You will be asked to pay an administration fee plus any charge made by the accommodation supplier. These are likely to be higher the closer you get to your arrival date, so contact us as soon as you can. If you change the number in your party, the accommodation price will be re-calculated. If the party size is reduced, this is likely to mean the remaining members paying more due to under-occupancy.

7. If you’d like to cancel your booking

The person that made the booking must put this in writing to us, by email, fax or post. Because we incur costs in cancelling confirmed bookings, particularly if cancellations occur close to arrival date, you will be charged a cancellation fee.

Cancellation fees if you cancel (this is the date on which we receive your written notice of cancellation during the hours of 9am to 5.30pm) are:

Period before departure in which you notify us       Cancellation charge

More than 70 days                                               Deposit only
More than 57 days                                               50% of holiday cost
More than 42 days                                               75% of holiday cost
Less than 42 days                                                100% of holiday cost

8. If we change or cancel your holiday

We may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time. Changes: If we make a major change to your holiday, we will inform you or your travel agent as soon as reasonably possible, if there is time before your departure. You will have the choice of accepting the change of accommodation, or you can take any alternative accommodation we are able to offer you (you will pay the increase in cost if the replacement is advertised at a higher price than your original booking, or receive a refund of the difference if it is less expensive), or a refund of the money you’ve paid to us. In some cases, we will also pay compensation (see below). These options don’t apply for minor changes. Examples of minor changes include, but are not limited to, change of accommodation to another of the same or higher standard, temporary withdrawal of facilities or seasonal unavailability of amenities. Cancellation: We will not cancel your travel arrangements less than 2 weeks before your departure date, except for reasons of force majeure. If your holiday is cancelled you can either have a refund of all monies paid or accept an offer of alternative accommodation of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value). Any amendment or cancellation fees you incur in terms of other arrangements you have made with other providers under separate contracts are not claimable from us. In some cases we will pay compensation (see below).

Compensation: If we cancel or make a major change we will pay compensation as detailed below except where the major change or cancellation arises due to reasons of force majeure. The compensation that we offer does not exclude you from claiming more if you are entitled to do so.

Period before departure        Amount you will receive from us per person

More than 70 days               Nil
More than 57 days               £20
More than 42 days               £30
Less than 42 days                £40

9. Force majeure

We will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example, war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, epidemics and pandemics, unavoidable technical problems with transport. No compensation, costs, expenses or any other sums, including the cost of securing alternative accommodation will be paid by us.

10. Our responsibility for your booking

We have a duty to select the accommodation providers with reasonable skill and care. We have no liability to you for the actual provision of the accommodation, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the provider with reasonable care and skill, we will have no liability to you for anything that happens at the accommodation or any acts or omissions of the provider or others. We also have no liability in the following situations:

i. Where the accommodation cannot be provided as booked due to circumstances beyond our control (see the Note in clause 8)

ii. Where you incur any loss or damage that could not have been foreseen at the time of your booking, based on the information provided by you.

iii. Where you incur any loss or damage that relates to any business activity.

iv. Where any loss or damage relates to any services which do not form part of our contract with you.
If we are found liable to you on any basis, we limit the amount we have to pay you to a maximum of three times the cost of your accommodation. This limit does not apply to cases involving death or injury.

11. Behaviour

When you book accommodation through us, you accept responsibility for the proper conduct of all members of your party during your stay. We reserve the right at any time to terminate the stay of any party member(s) whose behaviour is such, in the reasonable opinion of the accommodation provider or us, as to cause or to be likely to cause danger, upset or distress to anyone else or damage to property. Full cancellation charges will then apply and no refund will be given. Furthermore, we shall be under no obligation whatsoever to pay compensation or meet any costs or expenses (including but not limited to alternative accommodation) you may occur as a result of your stay being terminated. If you cause damage to the accommodation in which you are staying, you must fully reimburse the accommodation provider concerned for the cost of the damage before the end of your stay if the cost has been established by then or as soon as it has been established if later. You must also indemnify us for the full amount of any claim (including all legal costs) made against us by the accommodation provider or any third party as a result.

12. Check-in and check-out

Check-in is normally allowed after 1500 hrs on the first day. If you check in after midnight your accommodation has been reserved for you from the previous day and this counts as the first night of your stay. Check-out is normally at 1000 hrs.

13. Complaints

If you have a problem during your stay, please inform the accommodation provider [and our resort representative] immediately, who will endeavour to put things right. You should also try to find a solution whilst you're there. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to our Customer Services Department at; Moorgate House, 5-8 Dysart Street London EC2A 2BX or by email to customerservices@kenwoodtravel.co.uk. You should supply your booking reference and all other relevant information. Please keep your letter concise and to the point. This will assist us to identify your concerns quickly and speed up our response to you. If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract. Please bear in mind that we are only liable to compensate you in line with these booking conditions - in particular clause 10 above makes clear that our obligation is to choose the accommodation provider with reasonable skill and care. Any dispute or claim arising out of this contract that can't be settled between us can be referred by you to ABTA’s dispute resolution (see clause 14) or court. We agree that the courts of England and Wales have jurisdiction and English law applies (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scots or Northern Irish law, as applicable.)

14. Financial protection

We only provide financial protection for your money when you buy a package holiday. If you buy other travel arrangements, such as accommodation only, this protection doesn’t apply.

15. ABTA

We are a member of ABTA, membership number 7456X. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes, which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com. You can also access the European Commission Online Dispute (ODR) Resolution platform at: http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.