Flexibility & Travel with Confidence
Our ATOL Licence provides financial security. Membership of ABTA , AITO, and IATA, confirm that we offer the highest standards of customer service
Flexibility to change or postpone up to 45 days before departure
We have always allowed changes to be made to your booking at no cost, other than the cost of the arrangements changed, as part of our commitment to creating your perfect holiday. There are times when airlines, cruises, hotels impose the pre-payment of reservations, in order to maintain the space for you, for special reasons such as high demand, special offers, special occasions, etc. We will explain these situations to you, openly and clearly, so that you can decide if you wish to benefit from these conditions. If so, you will have to pay for these services in advance in the knowledge that the full payment may be non-refundable, although sometimes it may be possible to postpone the delivery to a later date.
Full payment now 45-30 days before departure
The date for full payment of your holiday has been changed to 45 to 30 days before departure depending on the destination and services included in your holiday. We will do our utmost to obtain the best payment terms from suppliers but it is in your interest, and everyone's interest, to make sure that this is counter-balanced by the need to make sure that your holiday will be delivered perfectly, with all services confirmed and available on arrival. Beware of anyone that offers you full refunds by not paying the suppliers of your services. For us, paying suppliers in advance is an important factor to demand excellent service and reliability for you, and obtain the best guides.
Consumer and Financial Protection - ATOL Certificate
When you buy an ATOL protected flight inclusive holiday from us, you will receive an ATOL Certificate. This is issued by us, as part of our ATOL License 5153 and lists what is financially protected by the Civil Aviation Authority (CAA), where you can obtain information on what this means for you and who to contact if necessary.
We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
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 share concern for quality and personal service. The Association encourages the highest standards in all aspects of tour operating. Veloso Tours is a member of the Association of Independent Tour Operators (as well as members of ABTA). For further information visit www.aito.co.uk or contact 020 8744 9280
The AITO Quality Charter
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.
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 and 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 described the holidays and services offered.
Professional Service and Continual Improvements
All members are committed to high standards 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.
AITO endeavours to monitor quality standards regularly. All customers should receive a post-holiday questionnaire the results of which are scrutinised by the Association.
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 award of 2 or 5 star status.
All members endeavour to deal swiftly and fairly with any issues their customers may rise. 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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