Travel Reference
In-Depth Information
holiday. AITO was established in 1976, mainly in response t
o
the problems posed for smaller travel companies
by a sudden, sharp increase in fi nancial bonding requirements following the collapse of a number of major
tour operators. Today, AITO is increasingly recognised as th
e
offi cial voice of the smaller, specialist tour
operator.
AITO's aims
The common aim of all AITO members is to provide the highest level of customer satisfaction by concentrating
on three main pillars - choice, quality and service. It is a source of pride t
o
the Association that AITO
companies dominate the consumer-voted travel awards every year in various c
a
tegories.
The AITO Quality Charter
All members of AITO adhere to its Quality Charter, covering the following elements:
•
Exclusive membership - AITO sets criteria regarding ownership, fi nance and quality
which must be
satisfi ed before new companies are admitted to membership. All members are require
d
to adhere to a
Code of Business Practice, which encourages high operational standards and conduct.
•
Financial security - AITO members are required to protect money paid by customers to the member for
any holiday sold under the AITO logo and to comply with UK government regulations in this respect.
Members submit details of their bonding and guarantee arrangements to the Association on a regular
basis.
•
Accurate brochures and websites - all members do their utmost to ensure that all their brochur
e
s and
other publications, print or electronic, clearly and accurately describe the holidays and services off
e
r
e
d.
•
Professional service and continual improvements - all members are committed to high standards of
service and believe in regular and thorough training of employees. Members continually seek to review
and improve their holidays. They listen to their customers and always welcome suggestions for improving
standards.
•
Monitoring standards - AITO endeavours to monitor quality standards regularly. All members should
receive a post-holiday questionnaire, the results of which are scrutinised by the Association.
•
Responsible tourism - all members acknowledge the importance of AITO's responsible tourism
guidelines, which recognise the social, economic and environmental responsibilities of tour operating.
Those demonstrating their achievements beyond the pure acceptance of this principle are recognised
by the award of 2 or 3 star status.
•
Customer relations - all members endeavour to deal swiftly and fairly with any issues their customers may
raise. In the unlikely event that a dispute between an AITO member and a customer cannot be settled
amicably, AITO's low-cost Independent Dispute Settlement Service may be called upon by either side to
bring the matter to a speedy and acceptable conclusion.
