Financial Protection

Fleewinter is a UK company, registered number  no. 5031869 Vat no. 830354552.  We are members of ABTA and the Association of Independent Tour Operators (AITO) to ensure we offer you the highest standards of service and full financial protection.  We also have an ATOL licence to offer packages including flights.

ATOL

Packages including flights organised by Fleewinter Ltd will be ATOL protected as we hold an Air Travel Organiser’s Licence issued by the Civil Aviation Authority. Our ATOL number is 9659. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking.

Please see www.atol.org.uk for more details.

AITO

In 2008 Fleewinter was proud to be accepted as member of AITO (the association of independent tour operators). AITO has very high standards of membership and only smaller specialist companies like Fleewinter are eligible to join. To contact the Association, visit www.aito.com  or call 020 8744 9280. Below is the AITO Quality Charter:

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 the 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 Website: 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.

ABTA

We are Member of ABTA with membership number Y6156. We are bonded with ABTA which means you are fully financially protected for all types of holiday booked with us and ABTA Members help holidaymakers to get the most from their travel and assist them when things do not go according to plan. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct.

For further information about ABTA, the Code of Conduct and the arbitration scheme available to you if you have a complaint, contact ABTA, 30 Park Street, London SE1 9EQ. Tel: 020 3117 0500 or www.abta.com