YOUR FINANCIAL PROTECTION

Diva Destinations are members of the Travel Trust Association (TTA) a division of the Travel Network Group Membership Number X4312

The Travel Trust Association has over 20 years of travel industry experience and is the only travel network in the UK to guarantee 100% financial protection to the consumer, ensuring total consumer confidence.

How does our membership of the TTA benefit you?

  • Quality service and ethical practice – All TTA members must adhere to a strict Code of Conduct which requires their members to act responsibly and ensures that customers receive the best possible service.

  • Arbitration Service – In the unlikely event of an unresolved dispute, the TTA will provide an independent arbitration service between agent and client.

  • Best rates and range of products – By working with our partners and colleagues within the TTA membership, Diva Destinations can obtain the very best rates on a whole range of travel products and services which we can pass on to you our guests.

  • Financial Security – As a certified TTA member, Diva Destinations benefits from complete financial protection for our guests. By operating a trust account system for pre-payments, and with the TTA financial guarantee, guests can book in confidence in the knowledge their holiday investment is 100% guaranteed. 

Financial Protection

How does the Travel Trust Association provide 100% financial protection for me? Insolvency protection is provided for package holidays and single travel services (e.g. accommodation-only), as described below. In addition to this insolvency protection, customers of TTA Members also have the benefit of fraud protection, which we described further below.

Package holiday protection

If you have booked a package holiday including a flight, your booking will be ATOL protected and your ATOL Certificate will set out what is protected. In the event of the failure of the TTA Member, arrangements will be made by the Travel Trust Association to enable your holiday to go ahead, or alternatively for you to be refunded and/or repatriated. Further information on ATOL protection can be found on the Civil Aviation Authority’s website (click here).

If you have booked a package holiday which does not include a flight then all payments made to Diva Destinations for that package holiday are paid into a specially designated Trust Account. In other words, when you pay Diva Destinations it will place all payments in Diva Destinations Trust Account. Credit Card Payments are automatically deposited into the Trust Account via electronic processing.

A Trust Account is a bank account designated to hold customer money. Your money remains in the Trust Account and is supervised by an appointed independent trustee who is either a banker, chartered or certified accountant or solicitor. Both Diva Destinations and the trustee are required to authorise payments from the trust account.

Once your payment is held in the Trust Account, it will only be released in limited circumstances. As such, if Diva Destinations fails, these arrangements will enable your holiday to go ahead or for you to be refunded and/or repatriated.

Single travel services protection (e.g. for accommodation only)

All payments made to a TTA Member for single travel services (whether for transport, accommodation, excursions or other activities) are paid by that TTA Member into a specially designated Trust Account in the same way as described above.

Once your payment is held in the Trust Account, it will only be released in limited circumstances. For instance, before the completion of your holiday, the money will only be released to pay for the services which you have booked, such as to pay the accommodation provider. Alternatively, the money can also be released on completion of your holiday or if you cancel your holiday.

These arrangements mean that, if Diva Destinations fails, your suppliers will either already have been paid or the money will be available in the trust account to pay the suppliers of your holiday (so that the holiday can go ahead). Alternatively, if this is not possible then money in the trust account can be used to refund you.

Booking your own flights

When we ask you to book a flight for any holiday where flights are not included we offer no financial protection for the flight reservation. You will be bound by the airline’s Terms & Conditions. We are not financially responsible in any way if the airline goes into administration or the flight is delayed or cancelled.

Fraud protection

In addition to the insolvency protection described above, there is further protection against the risk of suppliers not being paid because of the fraud or dishonesty of a TTA Member or the trustee, up to a maximum of £11,000 per booking. So if you paid £2,000, which is not available in the Trust Account to pay suppliers due to the fraud or dishonesty of the TTA Member or the trustee, TTA guarantees to make up the loss of £2,000.

When you make a booking, you will be supplied with a guarantee certificate which records who is protected by the guarantee. You can see the terms of our guarantee at www.Traveltrust.co.uk/guarantee