Peace of Mind
When you book directly with Dragoman, your trip is financially protected in the event of financial failure:
- 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 reputable UK company who has successfully operated their own overland trips around the world since 1981. 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 incident 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 British 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, which is issued and bonded by the CAA (Civil Aviation Authority).
All the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. When you pay 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 the Package Travel, Package Holidays and Package Tours Regulations 1992 for Dragoman Overseas Travel Ltd., and in the event of their insolvency, protection is provided for the following:
- non-flight packages commencing in and returning to the UK;
- non-flight packages commencing and returning to a country other than the UK; and
- flight inclusive packages that commence outside of the UK and Republic of Ireland, which are sold to customers outside of the UK and Republic of Ireland.
1, 2 and 3 provides for a refund in the event you have not yet travelled. 1 and 3 provides for repatriation. Please note that bookings made outside the UK and Republic of Ireland are only protected by ABTOT when purchased directly with Dragoman Overseas Travel Ltd.
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. 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.
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 the issue immediately:
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 Relations 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, which provides independent arbitration but is not on the Government’s Alternative Dispute Resolution (ADR) list.
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.