:: AITO - The Association of Independent Tour Operators
AITO is the association for independent and specialist holiday
companies. 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, enshrined
in the association's Quality Charter. Companies admitted to
AITO are vetted and fully bonded for clients' protection,
in compliance with UK and European regulations. They are bound
by AITO's own code of business practice which includes provisions
for the clear and accurate descriptions of holidays and the
use of customer questionnaires for monitoring standards.
AITO QUALITY CHARTER:
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 WEB SITES
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 to 5 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.
Okavango Tours & Safaris is a member of the Association
of Independent Tour Operators. To contact the Association,
visit www.aito.co.uk
or call 020 8744 9280.
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