In most cases, the way to resolve your holiday problem when things go wrong will be to ask the trader for financial compensation. If you have not yet taken the holiday, you may be able to cancel the holiday and ask for a full refund.
If the holiday was a package holiday, anyone who went on the holiday can make a complaint - it does not have to be the person who made the booking.
If your holiday was not a package holiday, usually only the person who booked the holiday can complain. If you did not book the holiday yourself, you should ask the person who made the booking to make the complaint.
You should complain to:
If you paid by credit card and the holiday cost more than £100, you can also make a claim against the credit card company, so you should copy your complaint to them.
See the '' section for more information.
Complain as soon as possible after discovering the problem. If the problem arose while you were on holiday, it will help if you can show you complained at the time. Always write to the holiday trader you are complaining to, even if you previously telephoned. The letter should include details of the following:
For more information about how to make a complaint about a package holiday problem, see our '' section.
If you are unsuccessful in resolving your holiday problem after complaining to the trader, you may wish to consider using an arbitration or mediation scheme, such as those operated by the Association of British Travel Agents (ABTA) or the Association of Independent Tour Operators (AITO). This type of scheme is called an alternative dispute resolution scheme – see our '' section. Your only other option is to consider taking court action.
For more information about taking court action, see our '' section.
For more information about ABTA and AITO, see our '' section.