Travel Trust Association - FAQ

1. Who is the Travel Trust Association?

   The Travel Trust Association is a travel trade association. It’s members consist of Travel Agents, Tour Operators and Travel Organisers.
   The Travel Trust Association exists in order to protect you, the customer, providing 100% financial protection and has been doing so for over fifteen years. This means that every penny that you pay to Pogo-Direct is protected by the Travel Trust Association. 
   

2. Pogo-Direct is a Member of the Travel Trust Association, what does it mean?

   It means that you can book your holiday secure in the knowledge that Travel Trust Association will protect you in the unlikely event of Pogo-Direct (TTA member) becoming insolvent.
   Should for any reason Pogo-Direct financially fail or cease trading, the Travel Trust Association will liaise with the suppliers and Tour Operators to ensure that you holiday goes ahead unaffected. If for any reason this is not possible, we will administer a claim for a refund of money that you have paid to a member for your holiday.
   
   Despite the situation, customers can and do have a positive experience...
   “I would like to thank you…for all your support on light of “Vision Holiday” no longer trading…Travel Trust, has made this experience far more pleasant than I would have expected in light of the circumstances.”   
   Miss M.  
   “Thank you so much for the cheque we received today in settlement of our claim.
   On behalf of my husband and myself, I would like to thank you for all your hard work on our behalf.”    
   Mrs B.
   To ensure that the customers receive the best possible service all members of the Travel Trust Association have to abide by the member Code of Conduct.
   

3. How does the Travel Trust Association provide 100% financial protection for me?

   When you book, Pogo-Direct deposits your money into a Trust Account. A Trust Account is a bank account designated to hold customers' money.
   Your money remains in the Trust Account and is supervised by an appointed Trustee who is either a banker, chartered or certified accountant or a solicitor. Both Pogo-Direct AND the Trustee are required to authorise any payment from the Trust Account.
   In addition to your money being held in trust, you also have a financial guarantee from the Travel Trust Association.  This will guarantee the financial obligation of Pogo-Direct up to a maximum, for any one passenger of £11,000. So if you paid £2000 the TTA guarantee to reimburse the loss of the £2000, where it is not available for you from the Trust Account.
   Therefore, the Trust Account plus the guarantee will ensure that all the money which you have paid is safely protected and available to reimburse the any money paid. When you make a booking, you will be supplied with a guarantee certificate – you can see the terms of this guarantee on the TTA website www.traveltrust.co.uk/guarantee.

   Should in the unlikely event Pogo-Direct become insolvent, in most instances your money will still be held within the Trust Account by the designated Trustee, and therefore available to pay for your holiday. If because of fraud or dishonesty the money is not there, then the guarantee is available to reimburse your loss. In some cases your holiday may continue as the providers or suppliers have already been paid. Where you have only paid a deposit and still have an outstanding balance, your holiday may be unaffected and by paying the balance your holiday will continue as planned. Where possible, attempts will be made to ensure that you can carry on with your original holiday arrangements. 

4. What happens if the TTA membership has lapsed?

   A travel company enters into an Event of Default once they have ceased to be a member of the Travel Trust Association. This is a standard term used by the Travel Trust Association when a company is no longer a member of the Travel Trust Association for whatever reason.
   If you have booked with a Travel Trust Association member who has entered into an Event of Default, do not panic! The Travel Trust Association still provides total financial protection.
   You should expect to travel as planned. The TTA will be liaising with suppliers and tour operators to ensure that your holiday/trip goes ahead unaffected.
   If for any reason this is not possible, they will be administering a claim for a refund of money that you had paid to Pogo-Direct for your holiday.
   It is important that you contact Travel Trust Association before booking a replacement holiday, as it is likely that you will continue with your booking as intended. If you wish to cancel your booking please note that you will be subject to the cancellation charges as per the terms and conditions of your booking.
   Travel Trust Association requires you to provide the following information:

   • Copies of correspondence with agency e.g. booking confirmation, invoices etc.
   • Proof of payment. If you paid by:
      
   • credit/debit card, they require an original copy of your bank statement showing the payments that you have made to Pogo-Direct.
           
     This is the monthly statement that you receive from your card provider. Please contact your card provider for duplicate statements if necessary.
   • cheque, we require a copy of the cheque paid to Pogo-Direct.
     
     Please contact your bank to obtain a copy of the cheque and forward to the Association together with a copy of the bank statement showing that this cheque has cleared your account.

   Please send this paperwork to:
   Travel Trust Association
   3rd Floor, Albion House
   High Street
   Woking
   Surrey
   GU21 6BD.

5. Complaints procedure

   In the event of a breakdown of communication or a serious disagreement between you and Pogo-Direct, the Travel Trust Association can act as an independent intermediary.
   All complaints are dealt with in writing. Should you feel the need to make a complaint, please detail the matter in writing and post it to:
   Travel Trust Association
   Complaints Department
   3rd Floor, Albion House
   High Street
   Woking
   Surrey
   GU21 6BD.
   Please enclose copies of any previous correspondence that you may have had with Pogo-Direct and any paperwork that is at all relevant e.g. receipts, bookings etc.
   Upon receipt TTA will administer your complaint for you and ensure that you receive a response. Should the response that you receive not be satisfactory, they can then offer you an arbitration service.

6. How do I verify that Pogo-Direct is a TTA Member?

   Should you wish to do this simply open a new window and type into the browser http://www.traveltrust.co.uk Then, when the TTA website opens look on the top menu bar for ‘Verify TTA Member’ input Pogo and there we are, proving you are fully protected.