ABTA will aim to respond to all disputes within 28 days if not sooner. If you’ve registered a complaint regarding a pre-departure issue, we will be in touch with you sooner than the current wait time.

Please be aware that we review each case on a case-by-case basis and speak with the relevant ABTA Member about your complaint. Please register your dispute online, and give us as much information as possible, as this will help us to help you with the relevant advice.

Before getting in touch or registering a dispute, please note:

Airlines are not Members of ABTA. If you are having issues with an airline that you booked directly with, you will need to contact them in the first instance. You can also check the CAA (Civil Aviation Authority)’s website for more guidance on ATOL protection, flight-only refunds, airline delays and changes.

Check if your travel company is an ABTA Member here before registering a complaint with us as not all travel companies are.

If you have an enquiry about a non-ABTA Member, please contact Citizens Advice.

Information on how to register a dispute

If you've got a dispute about a holiday, find out how ABTA can help you.

Holiday complaint FAQs

Here you'll find answers to questions on what to do if you have a complaint about your holiday, including information about ABTA's Arbitration Scheme and how ABTA can help you with your holiday complaint.

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Legal facts to consider before registering your dispute

ABTA's key facts about the law for holiday bookings and claims for compensation if you are in the unfortunate position of something going wrong on holiday.

Ferry complaints

Find out your rights if your sailing is cancelled or delayed.

Travel company failures

This page is for customers who have booked with an ABTA member travel company that has failed.

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