AITO: The Association of Independent Tour Operators

Maintaining Standards

Customer Relations

All AITO members endeavour to deal swiftly and fairly with any issues their customers may raise. If you do have a problem, it’s worthwhile getting in touch with the AITO tour operator or travel agent who you booked with in the first instance, or as soon as you return home.

In the unlikely event that a dispute between an AITO member and a customer cannot be settled amicably, AITO has an independently run Dispute Settlement Service which may be called upon by either side to bring the matter to a speedy and acceptable conclusion.

Monitoring quality performance

AITO is committed to providing quality holidays. In order to deliver this we request that our members regularly ask their customers to complete and return a post-holiday questionnaire detailing their overall level of satisfaction with the tour operator.

In addition, customers can leave detailed feedback on about both their holiday and the tour operator.