My travel company replied to my complaint over the phone but I’m still not happy, what do I do now?

Under our dispute process, you need a response from your travel company regarding your complaint to them.

Some travel companies prefer to deal with complaints over the phone so we suggest you ask the company to confirm the discussion in writing and/or make your own notes.

Top tip
You should keep detailed notes of all telephone conversations, including the date of the call.

The process
If you have received a response from the company and you are not happy you can choose to take your complaint further either to court or through the ABTA arbitration scheme – having a written response means that you’ll be able to prove to a judge or arbitrator at a later date that you’ve tried to resolve your dispute, without success.

Top tip
When completing the online form to use ABTA’s ADR Service, ensure you give concise and factual details of all of your correspondence as our response will be based on these.