RESOLVING DISPUTES: A STEP-BY-STEP GUIDE

What are your rights if you've been affected by the Icelandic volcanic ash situation?

If you've been affected by the volcanic ash situation, please click here. 

Resolving disputes (not related to the volcanic ash situation).

Members of ABTA must adhere to our Code of Conduct which aims to ensure that you receive a high standard of service, fair terms of trading, and accurate information on issues such as passports and visas, health requirements, and details of any alterations to your holiday. Should things go wrong, the Code of Conduct ensures that Members respond to correspondence within strict time limits.

How to Complain

First, make sure that the travel company is an ABTA Member. If your complaint isn't against an ABTA Member, contact Consumer Direct for further advice.

If you have a complaint against an ABTA Member:

• Make sure that you follow the three steps that are set out below.
• If you’ve already travelled, or if your holiday has been cancelled, you'll need to send us copies of your booking confirmation invoice and your correspondence with the Member before we're able to advise you. Whether your correspondence was by email, by letter, or both, please send copies to us.
• If you want to proceed to arbitration, you need to submit your complaint to us first. The deadline for submitting your paperwork to us is within twelve (12) months of the date that you returned from holiday. Please make sure that your complaint reaches us well before the deadline so that we have time to process it.

Before you begin a complaint, you may find it helpful to read our FAQs.

The company should send you a full response within 28 days. Hopefully this will help you to settle the matter in a way that’s acceptable to both parties. If, however, you aren’t satisfied with their reply, then you should proceed to Step 2.  If they don't reply within 28 days, then you should proceed to Step 3.

The company should send you a full response within 28 days. Hopefully this will help you to settle the matter in a way that’s acceptable to both parties. If, however, you feel that you've reached deadlock, or if they don't reply within 28 days, then you should proceed to Step 3.

Click on Register a Complaint below to send us a summary of your complaint by using our online form. We’ll register the details on our database and may be able to help you resolve the dispute. Remember, if you've already travelled or your booking has been cancelled, you'll need to send us a copy of your booking confirmation invoice and your correspondence before we're able to advise you.

Arbitration and Mediation

If we can’t help you to settle the dispute, we can offer an independent arbitration scheme that’s administered by IDRS Ltd. For personal injury and illness claims, there’s a mediation scheme.

Which ABTA Member are you writing to us about?

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