Page 77 - 2023 Brochure

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 arrange financial protection for all holidays and other arrangements (including
accommodation only) booked by customers with the member under the AITO logo. This financial protection
applies to customers who are resident in the UK at the time of booking and to most overseas customers
who have booked directly with the member. In doing so, the member must comply with UK government
regulations. Members are required to submit details of their financial protection arrangements to AITO on a
regular basis.

Accurate Brochures and Websites
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 be directed to leave feedback
on www.aito.com; the results of which are scrutinised by the Association.

Sustainable Tourism
All members acknowledge the importance of AITO’s Sustainable Tourism guidelines, which recognise the
social, economic and environmental responsibilities of tour operating.

Customer Relations
All members endeavour to deal swiftly and fairly with any issues their customers may raise. In the unlikely Bernina Express © Luca Santilli - shutterstock
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.

Ffestiniog Travel is a member of the Association of Independent Tour Operators. To contact the Association,
visit www.aito.com or call 020 8744 9280.

SPECIAL BOOKING CONDITIONS
Steam Trains and Tourist Railways

The tours in this brochure that feature steam haulage are almost exclusively based on either visits to preserved
railways or the operation of steam locomotives on national or private railways purely for tourist purposes. If,
despite our best efforts, a steam locomotive is unavailable on the tour day due to non-completion of repairs/
overhauls, breakdown or other factors such as fire bans, a train may be cancelled or diesel hauled.
Our limit of liability to you will be to refund any costs we can recoup from operators resulting from such
cancellation/non provision. We may not receive refunds from some operators in such circumstances. You
agree that the non provision of a steam locomotive or cancellation of any sort of special train, or scheduled
train on private or preserved railways will not be considered grounds for cancellation by you and normal
cancellation charges will apply.

Tel: 01766 512400 | www.ffestiniogtravel.com 72