Protecting your money

We understand we, as a company, have a responsibility to protect any funds paid to us for your holiday. The nature of the type of tours we offer require us to take payment well in advance of your travel dates to allow us to start to make arrangements in-country and any required bookings such as accommodation, transport, guides, permits and trekking services on your behalf. Ahead of your travel, any monies held need to be protected to ensure they are available to pay for these elements of your holiday, in line with the 1992 Package Travel Regulations. We achieve this through our Travel Trust Association (TTA) Membership, whereby all funds paid to us are made into a Customer Trust account which is independently managed by the TTA, who ensure we can only use the money to pay for your holiday. In addition to this, the funds in this account are also insured.

Protecting your time

We want you to enjoy your time away with us and recognise our responsibility to ensure you have all the information you need to decide if a tour or holiday is for you and that this information is presented clearly, accurately and gives a fair picture of what you can expect. Our membership to the TTA also requires us to comply with the 1992 Package Travel Regulations and the TTA Code of Conduct, committing to excellent customer service and fair business practice.

Travel Trust Association Membership

As a member of Travel Trust Association (Member number Q5606 ), we are able to offer 100% financial protection for customers. All customer payments are made into a trust account, managed by independent trustees from the Travel Trust Association, this ensures appropriate management of funds and in the unlikely event of our insolvency customer payments are guaranteed up to £11,000.

Our membership also requires us to fully comply with the ‘The Package Travel, Package Holidays and Package Tours Regulations 1992’ and the Travel Trust Association code of conduct.

We are also able to offer ATOL protection for flight inclusive packages through our Travel Trust Association membership. Upon booking a flight inclusive product you will be issued an ATOL certificate, meaning you can book with total confidence, for more information on ATOL protection see https://www.caa.co.uk/ATOL-protection/Consumers/ATOL-certificate/

The Travel Trust Association is a travel trade association. Our membership base consists of travel agents, tour operators and travel organisers.

The Travel Trust Association exists in order to provide you, the customer, with 100% financial protection and has been doing so for over 20 years. This means that every penny that you pay to our members is protected by the Travel Trust Association.

It means that you can book your holiday secure in the knowledge that Travel Trust Association will protect you in the unlikely event of a member becoming insolvent.

Should a member of the Travel Trust Association for any reason financially fail or cease trading, the Travel Trust Association will liaise with the suppliers and tour operators to ensure that your 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.

All members of the Travel Trust Association have to abide by the members Code of Conduct. This is to ensure that the customers receive the best possible service.


Every Travel Trust Association member deposits your money into the Trust Account. A Trust Account is a bank account designated to hold the customer’s 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 the Travel Trust Association members AND the Trustee are required to authorise payments from the Trust Account.

In addition to being held in trust, your monies are also guaranteed.

A Stand Alone Safe Seat Plan policy is a guarantee which is issued on your behalf by the Travel Trust Association member. If your money is not in the Trust Account, the Stand Alone Safe Seat Plan policy will reimburse the loss of any amount paid to a Travel Trust Association member up to the value of £11,000 per passenger.

It is the combination of the Trust Account and the Stand Alone Safe Seat Plan that ensures all of the money which you have paid to a Travel Trust Association member is safely protected and available to pay for those services which you have booked.

Please be aware that this is NOT a travel insurance policy. The Stand Alone Safe Seat Plan will only protect the money that you have paid to a Travel Trust Association member. You will need to take out a separate travel insurance policy to provide cover for cancellation, medical expenses and lost baggage, etc. The Travel Trust Association member will be able to provide you with a travel insurance policy.


A travel company enters into an event of default once they have ceased to be a member of the Travel Trust Association. It is a standard term used by the Travel Trust Association when a company is no longer a member of the Travel Trust Association for any 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 provides total financial protection for any monies you have paid TTA members for travel.

We expect clients to travel as planned. We shall be liaising with suppliers and tour operators to ensure that your holiday goes ahead unaffected.

If for any reason this is not possible, we will be administering a claim for a refund of money that you had paid to the member for your holiday.

It is important that customers contact the 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 usual cancellation charges applied by the tour operator(s).

The Travel Trust Association requires all customers to provide the following information:

Copies of correspondence with agency e.g. booking confirmation, invoices, proof of payment.

If you paid by:

Credit/debit card- If payment has been made by credit or debit card please forward your original card statement(s). This is the statement received on a monthly basis from your card provider and not only customer card holder receipts. Please contact your card provider for duplicate statements if necessary. Please ensure that the name of the account holder and payment to the Travel Trust Association member is clear.
Bank transfer: If payment has been made by bank transfer please forward your original bank statement showing that this transfer has cleared your account. Please ensure that the name of the account holder and payment to the Travel Trust Association is clear.
Cheque: If you have made payment by cheque please request a copy of this cheque(s) from your bank and forward upon receipt to the Association together with your bank statement(s) showing that this cheque(s) has cleared your account. Please ensure that the name of the account holder is clear.
Cash:If payment has been made by cash, please forward all receipts together with your bank statement(s) showing this withdrawal. Please ensure that the name of the account holder and the withdrawal balance is clear.
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
2 Crown Square
Woking
Surrey
GU21 6HR


ABTA ended its consumer promise in 2006. This means that not all of the travel arrangements that you book through an ABTA member are necessarily protected in case of the financial failure of the travel company.
You will need to ask the ABTA member how financially secure their travel arrangements are. If the arrangements are not automatically protected, the ABTA member may be able to offer suitable insurance to cover you.

If you book with a Travel Trust Association member your money is 100% financially protected. This is achieved in two ways.

Every Travel Trust Association member deposits your money into the trust account. A trust account is a bank account designated to hold the 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 the Travel Trust Association members AND the Trustee are required to authorise payments from the Trust Account.

In addition to being held in trust, your monies are also insured.

A Stand Alone Safe Seat Plan policy is an insurance policy which is issued on your behalf by the Travel Trust Association member. If your money is not in the Trust Account, the Stand Alone Safe Seat Plan policy will reimburse the loss of any amount paid to a Travel Trust Association member up to the value of £11,000 per passenger.

It is the combination of the Trust Account and the Stand Alone Safe Seat Plan that ensures all of the money which you have paid to a Travel Trust Association member is safely protected and available to pay for those services which you have booked.

Please be aware that this is NOT a travel insurance policy. The Stand Alone Safe Seat Plan will only protect the money that you have paid to a Travel Trust Association member. You will need to take out a seperate travel insurance policy to provide cover for cancellation, medical expenses and lost baggage etc. The Travel Trust Association member will be able to provide you with a travel insurance policy.


In the event of a breakdown of communication or a serious disagreement between a member and their customer, 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 about one of our members, please detail the matter in writing and post it to:

Travel Trust Association
2 Crown Square
Woking
Surrey
GU21 6HR

Please enclose copies of any previous correspondence that you may have had with the company and any paperwork that is at all relevant e.g. receipts and bookings.

Upon receipt, we will administer your complaint for you and ensure that you receive a response. Should the response that you receive not be satisfactory, we can then offer you an arbitration service.

Read more about why to book with The Grand Adventure Company

Flexible Deposts

Flexible Deposits

Read more about our flexible deposit scheme.

Why a Grand Adventure?

Why a Grand Adventure

Lots of reasons to book your next adventure with the The Grand Adventure Company!

FAQs

FAQs

Answers to the most common about travelling with us.