Disputes before and after travel

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

See our FAQs and Tips and advice for the answers to many common questions. 

If you have booked your holiday with a current ABTA member and you have a problem, we are here to help you. 

You will need to liaise with the company before registering your dispute with us. Please ensure that you keep details of any conversations or correspondence exchanged.

 

Before travel

What should I expect from an ABTA Member? 

When booking your holiday through an ABTA Member, you must be given accurate information which is not misleading. The arrangements being booked must be suitable for your needs and you must be provided with all the necessary information in order to make an informed decision.

I have to pay my balance soon. If I register a dispute do I still have to pay it on time?

Whilst we appreciate that you are in dispute, please be aware that any balances that are due in the meantime are still payable.  Failure to pay on time may result in your booking being cancelled in line with the terms and conditions agreed to at the time.

Why is it important to check my terms and conditions?

It is very important that you understand that terms and conditions will apply as soon as you have confirmed your booking, as they form the basis of the contract (whether you have read them or not). 

 

After travel 

Have you contacted the company?

Before registering your dispute with us, you must contact the travel company first, and they should reply to you within 28 days. 

They may call you to try and resolve the matter, we suggest you keep detailed notes in relation to what was discussed. If you speak to the company by phone, we advise you to follow it up in writing.

If you remain unhappy with their first response, you will need to contact them again, they do have a further 28 days to respond to you. 

If they do not respond to any correspondence or you are unable to reach a resolution, you should then register your dispute with us. 

What will I need to register?

When registering your dispute online with us, it must contain the following information for it to be reviewed by one of our advisers. 

  • Confirmation invoice/ATOL certificate. 
  • All letters/emails relating to your dispute. 
  • Any phone conversations you have had will need to be documented – including the date and what you discussed. 

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