Travel Trust Association

The Russia Experience are proud to be members of The Travel Trust Association which was formed as a non-profit making organisation to provide total consumer protection at much lower costs than existing bonding arrangements. The scheme that we operate is a Trust Account backed by a fidelity insurance which covers each passenger up to £11,000 (The insurance is underwritten by AIG Europe Ltd, members of the American International Inc. Group who have assets exceeding US$100 Billion).

HOW DOES THE SCHEME WORK?

All our Members operate their own properly constituted Trust Accounts. The Independent Trustee on each Trust Account is always a professional person e.g. Chartered or Certified Accountant, Solicitor, Bank Manager. In the event of a failure the Association steps in and works closely with the Trustee to the Trust Account.

Because of our monthly monitoring procedure on members we already have transaction reports giving details on all outstanding bookings including customers details, travel services booked, names of Suppliers / Principals and money paid over.

A reconciliation is done on the Trust Account and customer funds identified. Customers and Suppliers / Principals are immediately notified of Member failure. Suppliers are paid from the Trust Account enabling the customer to have his holiday as booked. Where this is not possible the customer is refunded money in full from the Trust Account including insurance premiums.

If the Trust Account is found to be deficient of funds due to fraud the fidelity insurance policy (in place with every booking) is invoked and replaces the stolen funds and Suppliers paid or customers refunded.

FAILURE OF TOUR OPERATOR MEMBER

The same procedure applies. Tour Operator / Suppliers are paid e.g. flight provider, hotelier, car hire etc., and the customer travels.

If the service booked is dependent on Tour Operator presence, the holiday is therefore cancelled and the customer is refunded. 

If any holidaymakers are left stranded the TTA undertakes to step in and ensure repatriation where that responsibility is with our Member and not already provided. 

FAILURE OF TRAVEL AGENT MEMBER

If the service booked is dependent on Tour Operator presence, the holiday is therefore cancelled and the customer is refunded. If any holidaymakers are left stranded the TTA undertakes to step in and ensure repatriation where that responsibility is with our Member and not already provided.

Procedure as before. Travel Agent is generally only responsible for pipeline funds. The TTA ensures suppliers are paid and customers travel.

Tour Operator is usually responsible for arranging repatriation of stranded customers.

FAILURE OF TRAVEL AGENT MEMBER WHO ACTED AS A TOUR OPERATOR

Procedure is as before but in this instance, the responsibility for repatriation may be with our Member. The TTA would undertake to ensure repatriation.

REFUNDS

Normally the TTA would notify the customer of the Member's failure and wherever possible it is envisaged the customer would still receive his booked services even at short notice.

In the event of a claim for a refund the customer would be asked for some proof of payment, although this may not be necessary if Members records and Trust Account show payments received. Refund is then made from the Trust Account within 30 days.

OFFICE HOURS

Monday - Friday 9:00 - 17:30

PHONE NUMBERS

TTA Main switchboard
0870 889 0577
Main fax
01483 730746
TTA Trustee
0870 889 0575