How to complain about a holiday

When you complain about a holiday, it’s always best to first raise your issue with the travel company or tour operator you booked it with.

In the case of package holidays, you’ll have a much stronger chance of getting your complaint resolved effectively if the company which provided your holiday is a member of ABTA. This is because ABTA not only offers financial protection should your tour operator go bust. It also provides a code of conduct to which its members must adhere.

The ABTA Code of Conduct involves guaranteed complaints handling procedures. If these are not met, then you can go to ABTA, which will be able to offer independent arbitration to help resolve your holiday complaint.

Resolver will of course help guide you through every stage of this process, helping you to deal with your complaint as painlessly as possible

If your holiday complaint is related to a flight, ATOL offers a similar financial protection service to ABTA.

If your holiday was not purchased as a package, then it’s worth being aware that your accommodation or local travel will be subject only to the protection and regulation that’s local to it.

Helpful hints when making a complaint about a holiday

• Make your complaint in writing – this is the easiest way of making sure it gets recorded properly
• If you do need to make a phone call you can record it and store it on your Resolver case file.
• Record as many details as possible – such as who you speak to, their job titles, the dates and times of your calls with them. 
• Be polite. You may be frustrated and irritated about the service you’ve received, but it’s important to keep calm.