I’m on holiday and have a general complaint about my holiday. What should I do?

Any complaint must be lodged with your travel company, while you’re still on holiday and in resort, either with their local representative or by following any complaint process set out in the booking conditions. You might be asked to complete a customer complaint form and retain a copy.

Should the matter remain unresolved you must write direct to your travel company promptly on returning from your holiday.

Top tip
Check your terms and conditions as these should outline what’s expected of you if you do arrive at your hotel and you are unhappy. Remain civil with any local representative and remember any problems are unlikely to be their fault.

Next steps
Read about ABTA’s ADR service and the Arbitration process here.