Disputes we can and can’t help with

We are here to help customers of ABTA Members, so you will need to check that your problem relates to an ABTA Member. If your travel company is not a Member, we will not be able to help with your dispute. 

If you have a dispute and you booked with an ABTA Member then we can offer information and potential solutions. This service is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

Please note that airlines are not Members of ABTA. If you booked your flight directly with an airline, you will need to contact the airline if you are having any issues with receiving a refund.

What can ABTA help me with? 

  • Advice on whether your travel company is acting in line with our Code of Conduct.
  • Provide information on any current Foreign Office advice.
  • We can guide you through the ADR (Alternative Dispute Resolution) scheme, for more information on the ADR scheme please visit the resolving disputes page.

What can’t ABTA help me with?

  • Members can’t be held responsible for the behaviour of other guests.
  • We can’t get involved in any civil matters that you may have had with other people or individuals. We would advise you to seek independent legal advice.
  • Previous ABTA Members that have now resigned from membership, regardless of when you booked. 
  • Disputes where a chargeback with a bank or credit card company has been raised and is still active.