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 with whom you booked your holiday.
In the case of package holidays, you’ll have a much stronger chance of getting your complaint resolved effectively if the company who 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, who 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
- Get 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, Resolver can record it and store it for you in your online case file.
- Record as many details as possible – who you speak to, their job titles, the dates and times of your calls with them. Resolver can do this for you, but it’s worth making the effort to record details yourself, too.
- Be polite. You might well be really frustrated and irritated about the service you’ve received, but it’s important to keep calm.