Meet the team: Charles Fachiri, Senior Customer Information Manager, ABTA
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dhewitt@abta.co.uk Mon, 09/15/2025 - 09:55
ABTA members provide high standard, good quality holidays to millions of holidaymakers each year. However, inevitably problems can and do occur and dealing with a complaint swiftly and effectively can convert a disgruntled customer back into a happy camper.
Charles Fachiri, ABTA’s Senior Customer Information Manager, has many years of experience in this area and he oversees ABTA’s expert Customer Information team as well as liaising with Hunt ADR who operate ABTA’s arbitration scheme.
Charles started his career in travel in 1987 when he worked for Sunmed Holidays, in the overseas operations office in Turkey, and upon his return to the UK, he worked within the reservations and customer relations departments. He later moved on to work for Cosmos within the same field of customer relations, where he inspected hotels and followed up on complaints in destination. Charles then moved into the cruise sector where he worked for Royal Caribbean Cruise Lines. In 1997, Charles joined ABTA and is now the Senior Customer Information Manager.
Charles also runs ABTA’s Complaints Handling Training for Travel, which is ideal for those who handle or receive complaints on a regular basis and want a wider awareness and understanding of the complaint handling process. Past attendees have praised the event, particularly Charles’s presentation skills, where he has been described, much to his delight, as 'charismatic'.
This year’s event will be taking place on 23 September at ABTA’s Head Office and not only will you get the opportunity to meet and learn from Charles and his team, but also hear from leading complaints handlers amongst the ABTA membership and share your own experiences and expertise with other attendees.
The events are very well received, and Charles gets all delegates involved during the day. It’s a great way for people who attend to understand that all companies have the same type of disputes and that they are not alone. The more that people are prepared to talk openly, the more it helps them to get the best out of the training by sharing a range of frank views and observations.
For more information about the event, please go to Complaints Handling Training for Travel, and Charles and his team look forward to meeting you in person.
Continue reading...
Full Page image
dhewitt@abta.co.uk Mon, 09/15/2025 - 09:55
ABTA members provide high standard, good quality holidays to millions of holidaymakers each year. However, inevitably problems can and do occur and dealing with a complaint swiftly and effectively can convert a disgruntled customer back into a happy camper.
Charles Fachiri, ABTA’s Senior Customer Information Manager, has many years of experience in this area and he oversees ABTA’s expert Customer Information team as well as liaising with Hunt ADR who operate ABTA’s arbitration scheme.
Charles started his career in travel in 1987 when he worked for Sunmed Holidays, in the overseas operations office in Turkey, and upon his return to the UK, he worked within the reservations and customer relations departments. He later moved on to work for Cosmos within the same field of customer relations, where he inspected hotels and followed up on complaints in destination. Charles then moved into the cruise sector where he worked for Royal Caribbean Cruise Lines. In 1997, Charles joined ABTA and is now the Senior Customer Information Manager.
Charles also runs ABTA’s Complaints Handling Training for Travel, which is ideal for those who handle or receive complaints on a regular basis and want a wider awareness and understanding of the complaint handling process. Past attendees have praised the event, particularly Charles’s presentation skills, where he has been described, much to his delight, as 'charismatic'.
This year’s event will be taking place on 23 September at ABTA’s Head Office and not only will you get the opportunity to meet and learn from Charles and his team, but also hear from leading complaints handlers amongst the ABTA membership and share your own experiences and expertise with other attendees.
The events are very well received, and Charles gets all delegates involved during the day. It’s a great way for people who attend to understand that all companies have the same type of disputes and that they are not alone. The more that people are prepared to talk openly, the more it helps them to get the best out of the training by sharing a range of frank views and observations.
For more information about the event, please go to Complaints Handling Training for Travel, and Charles and his team look forward to meeting you in person.
Continue reading...
