New Atol portal to automatically verify consumer claims following failures
James ChappleThe CAA has launched a new Atol claims portal, which will allow the authority to automatically verify consumers’ claims in the event of a failure.
The new in-house portal will be supported by a master booking database the CAA says will help it manage data provided by failed Atol holders better.
It is a direct replacement for the current system, which the CAA said was "due for retirement". The CAA hailed the launch "a significant move to enhance consumer service".
"This new platform not only ensures the continuity of our services but also introduces several key advantages and benefits," said the CAA.
These include transitioning to an in-house solution, which the CAA said would allow it to tailor the platform to both its and consumers’ needs, and to be more agile and responsive in the event of a failure.
In addition, the new platform features stronger built-in security features to guard against fraud, as well as the standalone master booking database.
"This database is designed to store, transform, utilise and manage data provided by the failed Atol holder, allowing automated verification of consumer claims submitted in the claims portal," said the CAA.
Matthew Buffey, the CAA’s head of consumer rights enforcement, said: "Consumers often face a great deal of uncertainty when their Atol holder fails.
"Atol protection is considered the ’gold standard’ when it comes to protecting consumers and so, in living up to this standard, it’s crucial we deliver a consistent and high-quality service for handling consumer refunds.
"Moving to a new, bespoke, system is a big step forward for passengers and creates a platform we can improve even further in future."
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