Tour operators - Incorrect name(s) on tickets
Who is your issue with?
Explains your rights to you
You'll find no legal jargon in our simple, comprehensive consumer rights sections. Our guidance is tailored specifically for every type of issue.
Helps you prepare your emails
We provide a wide range of flexible email templates for you to adapt to your needs – just slot in the specific details for your case, and in a few short clicks your issue will be ready to go.
Creates a case file for you
Your case file is a secure online location for all important documents regarding your issue. You can upload photos, tickets, copies of receipts or external emails from before you raised your issue with Resolver.
Lets you record all your communications
One of the most important aspects of a complicated issue is keeping a record of all your correspondence regarding the complaint – Resolver does this for you automatically.
Lets you know when to escalate your complaint
If you’re not satisfied with the initial response from the organisation you have an issue with, our escalation process will let you know when you can raise your complaint to the next level of seniority and, ultimately to an ombudsman or regulator, where appropriate.
Errors on tickets are surprisingly common and the sooner the mistake is queried, the faster the issue can be resolved.
If there is an issue, contact the travel agent or tour operator you booked with immediately, to check what exactly you paid for and whether this is simply an administrative error.
If your name and address are incorrect then this is a simple change that should be resolved quickly.You should know
- A package holiday is where two or more key elements are provided under a single contract (flights, accommodation, transfers etc.). It can be in the UK, a cruise or travel abroad
- Be reasonable in your expectations; the more you paid the higher your expectations should be
- Did you get what you expected, was it as described and was it a reasonable experience? If not, then you can consider complaining
- Allow 28 days for an initial response to your complaint
If your complaint is about a flight issue (delays, cancellations, baggage etc), you should use our flights tool to complain to the airline.
The Package Travel Regulations
Your rights are a little different when it comes to Package Holidays – the Package Travel Regulations (PTR) give you some protection here. Your rights say that your holiday should be as it was described when you paid for it. If the tour operator has advertised the package as including certain services, you are entitled to receive these services – if you feel that you’ve not gotten what you paid for, you can use Resolver to file a complaint with your tour operator.
Essentially, the PTR states that everything in the package must be as described, and that the tour operator is liable where your holiday isn’t as expected. If you arrive at the airport and find that your rooms are missing a balcony, a swimming pool or ocean views, the PTR says that you’re entitled to compensation.
A holiday is only a package holiday if the contract includes at least two of the following: transport, accommodation and other tourist services.
If the tour operator has booked a holiday that clearly shows that you have two separate contracts for flights and hotels (for example), it is not considered a package holiday and won't be covered by the PTR.
As of July 2018, the PTR has been extended to include any travel company that sells multiple bits of a holiday in a single transaction. This means that if a site puts together a hotel and a flight in one transaction, for example, they're covered under the PTR – and are liable if any part of the holiday they've included in the transaction goes wrong.
Find the best rights for you
We have 5,148 pages of rights advice for you covering 6,933 companies and organisations across 17 public & private sectors. Feel free to browse companies for this specific issue - they're all listed below - but the quickest way to find the best rights for you is by using our unique Rights Finder to access our extensive database of advice.
Start by telling us the name of the company or organisation you have an issue with.