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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.
This low-cost service, provided by an independent third party, is available to both members and customers who find themselves involved in intractable disputes. The documents-only process, supplemented in some cases by telephone discussion where clarification is required, is designed to dispense with drawn-out cases in a binding and speedy manner. It offers a simple and inexpensive method of settling disputes by the appointment of an independent mediator who examines the facts and gives a ruling quickly, without the expense of litigation and in a manner intended to retain the goodwill of both parties.
Click here for further information on AITO's Independent Dispute Settlement Service
MONITORING QUALITY PERFORMANCE
Belief in quality is at the heart of the Association. It is in all of our interests that we are able to substantiate this consumer promise. In order to assess the quality performance of our members the following is required:
All member companies must ask their customers to complete and return a post holiday questionnaire that contains the following key question: "How would you describe your overall level of satisfaction with your tour operator?" The preferred grading of answer is as follows: "excellent, good, average or unsatisfactory". An analysis of responses to this question should be submitted by each member to the AITO office on an annual basis from October.
IN ADDITION
Feedback from consumers will be collected via the AITO website at www.aito.com/q.
Members will display this in their brochures, on their website, in their CSQ's, print on pre-departure info or on welcome home emails/letters. This link will promote AITO and will ask customers about their experience with their tour operator. The returns are for third party analysis at the AITO office. Annual return analysis will be available for members. This link will have the added benefit of raising the awareness of AITO with the consumer.
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