Asata has launched its new Travel Agents’ Guide to the Consumer Protection Act (CPA), available to Asata members only.
The guide was developed in collaboration with Novation Consulting, Asata’s legal counsel. It provides clear steps for travel advisers to comply fully with the CPA while safeguarding their business operations.
Asata CEO, Otto de Vries, emphasised the importance of the guide. "The CPA protects consumers at every stage of their travel journey. Travel professionals must understand their responsibilities, as well as their role in the supply chain.”
The guide tackles the unique challenges faced by travel agents and advisers and offers practical advice on:
* Managing customer relationships.
* Handling payments and refunds.
* Dealing with complaints effectively.
* Navigating responsibilities related to third-party service providers.
A key focus of the guide is helping travel businesses to clearly define their roles and communicate where their responsibilities end – and those of other service providers begin. This clarity not only protects travel professionals but also helps manage customer expectations and prevent disputes.
“Asata members have to comply with the law and maintain the highest standards of integrity, transparency and customer service. This initiative reinforces our commitment to support members however we can,” said De Vries.
“Navigating the CPA can feel quite daunting. Our goal was to produce simple, actionable guidelines that our members can use.”
The ‘Travel Agents' Guide to CPA’ is now available exclusively to Asata members through the association's Resource Centre.
Asata promotes professional service in the travel industry for both members and their clients. It represents over 95% of the industry at a head office level.
