When you book direct with Imaginative Traveller your trip is financially protected in the event of financial failure:
The Imaginative Traveller is a trading name for Dragoman Overseas Travel Ltd, a company registered in England with limited liability. Registered office: Camp Green, Debenham, Suffolk, IP14 6LA. UK Reg. Number: 2732524. Dragoman Overseas Travel Ltd. is a UK based company and all contracts are subject to English law.
~ If you book a ‘land only’ trip (i.e. you book your flights elsewhere) your money is protected by our AITO bond; wheareas
~ If you book your flights and trip with us your money is protected by our ATOL bond.
For added peace of mind, you are also booking with a UK company who has successfully operated our own overland trips around the world for over 30 years. Dragoman provides support for its customers and overseas staff with 24 hour back up, 365 days a year, we also have comprehensive insurance including Tour Operators Liability with £10 million cover, Passenger Accident Liability with £5 million cover per incdent and Crisis Management Policy. In the event of an incident Dragoman can respond to offer you the security which you deserve. Dragoman monitors the advice from the FCO and any decisions taken regarding a trip’s safety and security will use the vast experience of the company’s 30 years of operating as well as the FCO advice.
Dragoman Overseas Travel Ltd holds an Air Travel Organisers Licence (ATOL) number 4157, this is issued and bonded by the CAA (Civil Aviation Authority).
Dragoman Overseas Travel Ltd is a member of the Association of Independent Tour Operators. AITO is an organisation that represents around 140 of Britain’s best specialist tour operators. Companies admitted to AITO are not only vetted and bonded for clients’ protection but they are also bound by AITO’s own code of business practice. Dragoman adheres to the high values of quality and service that AITO promotes and the company follows the AITO Quality Charter which can be viewed at www.aito.co.uk and below.
As a member of the Association of Independent Tour Operators Trust Limited (AITOL), Dragoman has provided a bond/policy to meet the requirements of the Package Travel, Package Holiday and Package Tour Regulations 1992. In the event of Dragoman’s insolvency, protection is provided for non-flight packages excluding pre-arranged travel to and from your destination. Please note that packages booked outside the UK are only protected when purchased directly with Dragoman. In the above circumstances, if you have not yet travelled you may claim a refund, or if you have already travelled you may be able to continue your holiday or claim repatriation to the starting point of your non-flight package.
Customer care and complaints
We’re committed to providing a high-quality service to all our customers, and actively solicit feedback – whether good or bad.
It’s our policy to treat all our customers with respect and to act with integrity, so we want to know when something goes wrong so we can improve our standards.
We urge you to inform your tour leader in the first instance, as they will endeavour (and usually manage) to put things right, and it’s often easier to sort out there and then.
If your complaint cannot be resolved locally, we advise you to email or telephone our office whilst you’re on the trip because again we may be able to resolve immediately:
~ Email: email@example.com
~ Telephone: +44 1728 861133
Should a complaint be necessary after the trip, please email or write to us within 28 days of leaving your trip quoting your trip reference and other relevant information:
~ Email: firstname.lastname@example.org
~ Post: Customer Services Department, Dragoman, Camp Green, Debenham, Suffolk, IP14 6LA
We strongly recommend you communicate without delay as failure to do so can affect your legal rights.
What will happen next?
We send you a letter acknowledging receipt of your complaint within 3 working days.
We then investigate your complaint, which normally involves passing it on to our sales, or operations team, crew on the ground or other local operator, and get back to you within 28 days.
At this stage we endeavour to resolve the matter between us which may involve further correspondence or telephone conversations.
If we can’t resolve your complaint
In the unlikely event we can’t settle your complaint amicably between us, you may (if you wish) refer your complaint to AITO’s low cost Independent Dispute Settlement Service.
AITO’s arbitration scheme offers a simple and inexpensive way of settling disputes by appointing an independent mediator who examines the facts and gives a quick ruling, without the expense of litigation and in a manner intended to retain both parties’ goodwill.
It’s a documents–only process, supplemented by telephone discussion where clarification is required, designed to dispense with drawn-out cases in a binding and speedy manner.
Further information on AITO’s Dispute Settlement Service.
AITO Quality Charter:
Also from AITO’s website:
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.
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 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 WEB SITES
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.
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 Sustainable 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 the award of 2 to 5 star status.
All members endeavour to deal swiftly and fairly with any issues their customers may raise. 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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