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Peace of Mind

When you book directly with Dragoman, you have the security of being financially protected by our ABTOT or ATOL bond.

For added peace of mind, you are booking with the knowledge that we are a UK company and have sucessfully operated our own overland trips around the world since 1981. We provide emergency support for our customers and overseas staff on a 24 hour basis. Any decisions taken regarding a trip's safety and security are based on both the British FCO advice, which is monitored on a regular basis and our experience of operating in the areas concerned, including information obtained from our ground agents which is relayed to our crew on the ground. In addition, we have comprehensive insurance, including Tour Operators Liability Insurance with £10 million cover per incident, Passenger Accident Liability Insurance with £5 million cover per incident and Crisis Management Insurance. 

 

 

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:

  1. non-flight packages commencing in and returning to the UK;
  2. non-flight packages commencing and returning to a country other than the UK; and
  3. flight inclusive packages that commence outside of the UK, which are sold to customers outside of the UK.
  4. flight inclusive packages, flight only and flight plus sold as principal under ATOL number 4157.

1, 2 3 and 4 provides for a refund in the event you have not yet travelled. 1, 3 and 4 provides for repatriation. Please note that bookings made outside the UK 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 122 of Britain's best independent tour operators. Dragoman adheres to the high values of quality and service enshrined in the AITO Quality Charter which can be viewed at www.aito.co.uk.

 

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:

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.