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 in our brochure and on our website are financially protected either by ABTOT 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 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.
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 http://ec.europa.eu/consumers/odr/
Foreign Office Travel Advice
The Foreign & Commonwealth Office (FCO) (http://www.fco.gov.uk/travel) provides destinational travel advice for UK nationals. Dragoman monitors the advice from the FCO and any decisions taken regarding a trips safety and security will use the vast experience of the company’s 31 years of operating as well as the FCO advice.
We strongly recommend that you read the information about the country you are planning to visit – each country has a summary and general information as well as advice on safety & security, local laws & customs, entry requirements and health.
If you are not a UK national please make sure you have checked your own country’s travel advice for your destination/s:
The US Department of State: http://travel.state.gov
Canadian Foreign Affairs: http://www.voyage.gc.ca
Australian Government Travel Advice: http://www.smartraveller.gov.au
NZ Government Travel Advice: http://www.safetravel.govt.nz
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:
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.