The Association of Independent Tour Operators (AITO)
The AITO Quality Charter
As a member of the Great Rail Journeys Group of Companies, Rail
Discoveries bookings are covered by the Association of
Independent Tour Operators, an organisation representing over 150
of Britain's best specialist tour operators. Members of AITO strive
to create holidays with high levels of professionalism and a shared
concern for quality, personal service and customer satisfaction.
The Association encourages the highest standards in all aspects of
tour operating and all members are fully bonded for clients'
protection, in compliance with UK and European regulations. Great
Rail Journeys Group - like all other AITO members - are also bound
by the organisation's Quality Charter.
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
An AITO member is required to protect money paid by customers to
the member for any holiday sold under the AITO logo. This
protection applies to customers who are in the UK at the time of
booking or to overseas customers who have booked directly with the
member. Members have to comply with UK Government Regulations in
this respect. Members submit details of their bonding or guarantee
arrangements to the Association on a regular basis.
Accurate Brochures and Websites
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
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 3, 4 or 5
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
For further information about AITO visit www.aito.com or
call 0208 744 9280.