Frequently asked questions We have developed a number of help topics that will answer any questions you have regarding your holiday.
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:
When can my travel company implement a surcharge to my booking? The company can’t surcharge you or other clients within 20 clear days of departure. Read more
I’ve paid for my holiday arrangements. Can my travel company still request a surcharge? Yes, as long as their booking conditions allow them to surcharge and don't say that no increases will be made after the booking is made - a no-surcharge guarantee. Read more
How do I contact the Customer Information Team? If you have a dispute and it relates to an ABTA Member you will need to register it via the online portal. Here's how to register a dispute and contact the ABTA Customer Information Team. Read more
How do I write a complaint letter to my travel company? We're in a great position to advise you on what to include in your complaint letter, as we deal with nearly 20,000 complaints every year. Below you will find some tips and templates for writing an effective letter which we hope will assist in a positive outcome. Read more
I’ve complained to my travel company and I’m not happy with their response, how can I pursue it? If your dispute is with an ABTA Member, you can register your dispute with us. Read more
What is a package holiday and what is a linked travel arrangement? A package is defined by The Package Travel and Linked Travel Arrangements Regulations 2018. Read more
I’ve found out that the holiday resort I’ve booked has very few facilities, what are my options? Your travel company advertises facilities and amenities in good faith, but there may be occasions when the advertised services , for example nightclubs or water sports, aren’t available. Read more
Since booking my holiday the price has been reduced, am I entitled to a refund of the difference? Only if they include this caveat in their booking conditions. Read more
Can my travel company quote me a higher price than advertised in their brochure? If there's a specific provision in the brochure or website that states that prices may vary, then yes, the travel company can quote you a higher price than that advertised. This can only happen before you book your holiday. Read more
My travel company wants to charge me a service fee. Can they do this? Yes, as long as they make this clear to you before you book. Read more
The travel company I’m planning to use insists that I buy their own insurance. Can they do this? No, they cannot insist that you buy their insurance unless it has already been included as part of the basic price of the holiday (not charged as an extra). Read more
I used an ABTA travel agent and they booked me with a non-ABTA tour operator. Can they do this? Yes. ABTA travel agents sell products from a wide range of suppliers, including non-ABTA companies. Read more