Frequently asked questions
We have developed a number of help topics that will answer any questions you have regarding your holiday.
Search FAQs
Please note: following government advice, ABTA has now closed its office and staff are working remotely. This means we currently have no access to any postal service in or out of the building.
We have developed a number of help topics that will answer any questions you have regarding your holiday. Please use the above filter to help you find what you're looking for.
Most common questions:
We use cookies on this website. By using this site, you agree that we may store and access cookies on your device. Find out more.
FAQs
I’m on holiday and have lost my passport, what do I need to do?
First, go to the local police and report to them that you've lost your passport. They can then give you a police report, which you’ll need for insurance purposes and to obtain a replacement passport or travel document.
What is a holiday surcharge?
A holiday surcharge is an additional fee that your holiday company may ask you to pay after you've booked your holiday.
I’m considering taking my holiday complaint to arbitration, how much will it cost?
You’ll need to pay a registration fee, and the amount of the fee depends on the amount you’re claiming.
I’m considering taking my complaint to arbitration, how much compensation can I claim?
A claim for compensation can be made for up to, but not exceeding, £5,000 per person, provided the total amount doesn’t exceed £25,000.
I’ve taken my holiday complaint to arbitration and was unsuccessful, what can I do now?
There are only two routes for challenging the outcome of your arbitration process. You can appeal through the High Court or request an appeal under the ABTA arbitration scheme appeals procedure.
If I take my holiday complaint to arbitration, can I start the process and settle it halfway through?
Either party has a right to enter settlement negotiations at any time before the arbitrator makes an award.
Can I take my complaint against my travel company straight to arbitration?
Unfortunately not, if you want to utilise the ABTA arbitration scheme, you must follow the full complaints process.