Holiday complaint FAQs

If you've got a question on what to do if you have a complaint about your holiday, take a look at our FAQs below.

Our FAQs include advice on how to write a complaint to your travel company, information about ABTA's Arbitration Scheme and how ABTA can help you with your holiday complaint.

FAQs about holiday complaints

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.

I had a problem with my holiday that wasn’t resolved whilst I was away, what can I do now I’m back?

First, you should contact your travel company setting out the problem in full and asking for their response.

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.

When will my holiday company reply to my complaint?

ABTA Members are required to acknowledge correspondence within 14 days of receipt and to provide a detailed response to any letter of complaint within 28 days of receipt.

I complained to my travel company in writing over 28 days ago and I’ve heard nothing, what can I do?

If your dispute is with an ABTA Member, you can register your complaint with us.

I want to complain about my delayed flight, can you help?

There's a template letter you can download and send to your travel company or airline directly.

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.

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.

I want to take my holiday dispute to court, can the court suggest I try to solve it another way?

Yes. A judge can ask whether any other dispute resolution has been considered.

I booked a hotel with a travel agent but the travel agent says they are not responsible for any complaints. Can they refuse to deal with my complaint?

If you booked with a travel agent it is likely that they will have placed you in contract directly with the hotel supplier that will be named on your holiday booking paperwork.

I want to make a complaint about a non-ABTA Member, how do I do it?

If you have a complaint against a non-ABTA company, you’ll need to ask them what procedures they have for dealing with your problem.

I’ve been told that my complaint has reached deadlock. What does deadlock mean?

Deadlock means that you’re unable to settle a dispute you have with your travel company despite following the ABTA dispute resolution process, both parties are unable to agree on a reasonable outcome.

How can I stop ABTA emails going into my spam or junk folder?

Please add donotreply@abta.com to your email address book or safe senders list.

I have registered a dispute with ABTA. How do I add a file to my dispute?

If you are making a complaint through the ABTA website, you can upload files to support your complaint.

Why doesn’t ABTA take on my complaint against a travel company for me?

ABTA is a trade association. It does not represent customers against travel companies. ABTA has two schemes to help customers resolve disputes that arise with its members.

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.

Who runs the ABTA Arbitration scheme?

The scheme is administered by Hunt ADR Travel Arbitration – Hunt ADR.

I'm considering taking my holiday complaint to Arbitration, how does the process work?

The Arbitration process is based on documented evidence.

I’m considering taking my holiday complaint to Arbitration, how much will it cost?

You’ll need to pay a registration fee.

I can’t afford to take my dispute to Arbitration. Is there something like legal aid?

Unfortunately not. There's no legal aid for you to pursue your complaint through the Arbitration process.

If I take my dispute to Arbitration and I’m not successful, will I have to pay costs?

If you lose your claim or you're awarded less than was previously offered to you by your travel company, you will be ordered to pay an amount which is equal to your registration fee, but no more than that.

I’m considering taking my complaint to Arbitration, how much compensation can I claim?

A claim for compensation through the ABTA Arbitration Scheme can be made for up to, but not exceeding, £5,000 per person, provided the total amount doesn’t exceed £25,000.

I'm considering taking my holiday complaint to Arbitration, do I need legal representation?

You do not need to appoint a legal representative for the Arbitration process.

Once I have started the Arbitration process, can I stop it before an award is made if I want to settle it?

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 use the ABTA Arbitration scheme, you must follow the full dispute process.

I'm considering taking my holiday complaint to Arbitration, do I have to attend a hearing?

No, there's no hearing. The procedure is based on documented evidence only.

If I take my complaint to Arbitration, who conducts the Arbitration?

ABTA’s Arbitration Scheme is run by Hunt ADR Travel Arbitration – Hunt ADR.

What are the advantages of taking my complaint to Arbitration?

Arbitration has many advantages including speed, privacy and convenience.

Is it cheaper to take my dispute to Arbitration than go to court?

Arbitration can be cheaper but you will need to you to weigh up the cost of both options.

My friend won their Arbitration, can I refer my Arbitrator to the case as my complaint is the same?

Arbitration is confidential. Your friend should not divulge any information relating to the award made in their case. You cannot, therefore, refer the Arbitrator to your friend's case or any award that was given.

If I go through Arbitration can I submit new evidence about my complaint that I had not previously provided to the travel company?

You should have provided the travel company with an opportunity to investigate and comment on all of your evidence. Therefore, you should not submit new evidence as part of your claim through the Arbitration process.

In resolving my dispute, is Arbitration truly independent of the travel industry?

ABTA’s Arbitration Scheme is run by Hunt ADR Travel Arbitration – Hunt ADR. This company is entirely separate from ABTA and its members.

I’ve taken my holiday dispute to Arbitration and was unsuccessful, what can I do now?

There are two routes for challenging the outcome of your Arbitration process.

1. You can appeal through the High Court, within 28 days of receiving the Arbitration award.

2. You can request an appeal under the ABTA Arbitration scheme appeals procedure. You must apply for appeal within 28 days of receiving the award.

Holiday complaint FAQs

FAQs about holiday complaints

FAQs about ABTA's Arbitration Scheme

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Resolving disputes

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