Deadlock means that you’re unable to settle a complaint you have with your travel company – despite following the ABTA complaints resolution process, both parties are unable to agree on a reasonable outcome and therefore you have nowhere else to go.
As per our complaints process, you need two responses 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.
It's normal practise to offer you a higher compensation value in vouchers, than in monetary value. This is because the travel company would like to prove that your experience is not typical of the products and services that it offers.