Disputes we can and can’t help with

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.

ABTA’s FAQs answer many common questions and if you have a specific question related to COVID-19 and travelling abroad right now, please visit our COVID-19 FAQs.

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?

We don’t provide any legal advice to help with your claim, our code team will only investigate potential code of conduct breaches.
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.
Disputes over 18 months of the return journey or the intended return date.