HC Deb 20 December 1979 vol 976 cc331-2W
Mr. Ron Brown

asked the Secretary of State for Trade if he will consider bringing forward legislation to provide for an independent arbitrator to adjudicate in customers' complaints against travel firms and agents.

Mr. Eyre

No. The Association of British Travel Agents, whose membership includes tour operators covering some 90 per cent. of the package holiday market, have, for the tour operators, introduced a voluntary code of conduct which provides for conciliation and arbitration procedures for customers dissatisfied with their holidays. Under the code the tour operator is obliged to go to arbitration should the complainant so wish. Arbitration is carried out by the independent Chartered Institute of Arbitrators on payment of a small fee by the holidaymaker, which may be refunded.

There is a separate code of conduct for retail agents which provides for conciliation but not arbitration. Most complaints are directed at tour operators.