QUALITY
CHARTER
THE ASSOCIATION OF
INDEPENDENT TOUR OPERATORS
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 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.
On
Foot Holidays is a member of the Association of
Independent Tour Operators. To contact the
Association, visit www.aito.com or call
020 8744 9280.
This
document is available on the AITO members’
website under “Membership” subsection
“Membership requirements”
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