Handling customer calls at ABTA Handling customer calls at ABTA

Founded over 70 years ago, ABTA offer travel guidance and advice to the public by providing protection and expertise. With over 4,300 travel brands as members, they are customers’ first port of call when their travel is threatened by unforeseen issues. As well as this, ABTA ensure health and safety standards are met within the travel industry and promote responsible tourism both home and away.

The nature of the solution provided by ABTA to its members and their customers is typically manageable in house. In the event of a travel company collapsing, or a major incident oversees, customer contact volumes can rapidly, and without warning, increase. In these circumstances, it is crucial that ABTA are be able to continue to offer support and guidance.

In September 2019 Thomas Cook collapsed. ABTA engaged with MPL Contact to implement support within 24 hours, ensuring customers could access reassurance as to the guarantees and responsibility of ABTA to Thomas Cook.

Following conversations held over the weekend immediately preceding the announcement of the collapse, MPL Contact mobilised a team of dedicated agents who were briefed and supported by a knowledge base of material to respond to customer calls. Over a period of 2 months 41,000 calls were handled, with callers being reassured and directed to their next steps.

Close relationships were formed with the team at ABTA from MPL to ensure that updates and response times to customers from the in-house team were accurate and up to date.

With more travel companies subsequently collapsing, such as STA travel, MPL Contact were again called upon at short notice to implement a solution. Due to the pandemic, ABTA’s members faced enforced restrictions by governments around the world, meaning that delays and flight cancellations were unavoidable. Again, this created a need for agents to be on hand to answer incoming calls from concerned travellers whose travel was protected by ABTA.


Having MPL Contact on hand allowed ABTA to  cope with a mass influx of calls at short notice,  which otherwise would have been incredibly  challenging. Not only does MPL Contact’s  service ensure calls are answered, but it  filters all the callers to the correct services,  provides accurate and up to date advice, and  handles customers empathetically and with  understanding.

Take a look at our recent case studies

Key Advice

Due to an increase in their marketing activity, Key Advice needed additional support to direct calls to the necessary teams to capitalise on new opportunities and leads

Continue reading

Niche Retailers

MPL Contact provides a range of 24/7 call handling solutions to a diverse portfolio of specialist retailers with both a domestic and global customer base.

Continue reading

The Happy Puzzle Company

An increase in demand created a need for a larger team to help support inbound calls, provide excellent customer service and maintain the high standards already established within their in-house team.

Continue reading

Take a look at our recent post

Get fresh updates on email

We'll never share your email address and you can opt out at any time, we promise.