Quality Charter
AITO is the Association for independent and
specialist holiday companies. Our member companies,
usually owner-managed, strive to create overseas
holidays with high levels of professionalism and a
shared concern for quality and personal service. The
Association encourages the highest standards in all
aspects of tour operating.
Exclusive Membership
AITO sets criteria regarding ownership, finance and
quality which must be satisfied before new companies
are admitted to membership. All members are required
to adhere to a Code of Business Practice which
encourages high operational standards and conduct.
Financial Security
An AITO member is required to protect money paid by
customers to the member for any holiday sold under
the AITO logo. This protection applies to customers
who are in the UK at the time of booking or to
overseas customers who have booked directly with the
member. Members have to comply with UK Government
Regulations in this respect. Members submit details
of their bonding or guarantee arrangements to the
Association on a regular basis.
Accurate Brochures and Websites
All members do their utmost to ensure that all their
brochures and other publications, print or
electronic, clearly and accurately describe the
holidays and services offered.
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 customers 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.
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