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Financial Peace of Mind

Book your adventure holiday with confidence

 

 When you book directly with Imaginative Traveller*, your trip is protected in the event of financial failure. 

 

Dragoman Overseas Travel Ltd* holds an Air Travel Organisers Licence (ATOL) number 4157, which is issued and bonded by the CAA (Civil Aviation Authority).  

All the flights and flight inclusive holidays on this website are financially protected either by ABTOT Combined or the ATOL scheme.  When you pay for something protected by the ATOL scheme you will be supplied with an ATOL Certificate.  Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it.  Please see our booking conditions for further information or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate.

 

The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under its ATOL Franchise and The Package Travel and Linked Travel Arrangements Regulations 2018 for Dragoman Overseas Travel Ltd, ABTOT number 5232, ATOL number 4157, and in the event of their insolvency, protection is provided for the following:

  • non-flight packages;
  • flight inclusive packages that commence outside of the EEA, which are sold to customers outside of the EEA; and
  • flight inclusive packages, flight only and linked travel arrangements (LTAs) sold as a principal under the ABTOT ATOL Franchise.

ABTOT cover provides for a refund in the event you have not yet travelled or repatriation if you are abroad.    Please note that bookings made by customers outside the EEA are only protected by ABTOT when purchased directly with Dragoman Overseas Travel Ltd.

In the unlikely event that you require assistance whilst abroad due to our financial failure, please call ABTOT’s 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company. 

You can access The Package Travel and Linked Travel Arrangements Regulations 2018 here: https://www.legislation.gov.uk/uksi/2018/634/contents/made

 

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. Imaginative Traveller adheres to the high values of quality and service that AITO promotes and the company follows the AITO Quality Charter.

 

In the EEA we are also members of ABTA; therefore if you book direct with Dragoman in the UK, as we are also a member of ABTA, membership number Y6614, we are obliged to maintain a high standard of service to you by ABTA's code of conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go for www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.  You can also access the European Commission Online Dispute Resolution (ODR) platform at https://ec.europa.eu/consumers/odr/

Book and Travel with Confidence

In addition to our cast-iron financial protection through ABTOT and the strength of our trade organisations ABTA and AITO behind us. We have coupled this with a Traveller’s Confidence Toolkit which includes flexible deposits, a later balance due date and flexible no transfer charges that will ensure you can make a booking with complete confidence and transfer your trip easily. We will also be honouring the price that you booked at if you transfer to a trip to a departure in late 2020 or 2021.

We are reviewing all our health and safety procedures with all our suppliers to ensure that we are able to operate safely. As always, the safety and wellbeing of our travellers, leaders, crew, staff and suppliers is our top priority.

Customer care and complaints

We’re committed to providing a high-quality service to all our customers, and actively solicit feedback.

It’s our policy to treat all our customers with respect and to act with integrity; we want to know when something goes wrong so we can improve our standards.

Your tour leader is the first port of call for any issues while on your trip 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 the issue cannot be resolved locally, we advise you to email or telephone our office whilst you're on the trip and we will endeavour to help to resolve the issue.

Should it be necessary to contact us 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: customer-relations@imtrav.net

- Post: Customer Relations Department, Imaginative Traveller, Camp Green, Debenham, Suffolk, IP14 6LA

We aim to resolve any issues promptly and fairly.

 

* Imaginative Traveller is a trading name of Dragoman Overseas Travel Ltd.

 
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