Customer support team

ABTA's team is here to support you

Everyone knows that things can go wrong but it’s the way the issue is handled that will remain with the individual. A complaint handled well will usually add to brand loyalty. A complaint handled badly will always be remembered. There are nine members of the Customer Support team who are all employed on a full-time basis and are here to provide excellent travel advice and guidance when you need it, in an unbiased and professional way. You will be dealt with courteously and with respect no matter what your complaint is about. 

We’ve been helping the travelling public since 1950 and we understand that not everyone’s needs are the same. For this reason, you can feel confident in the fact that each member of the team is competent in dealing with complaints/queries that are brought to our attention. If you are unable to settle your case we will guide you through ABTA’s Alternative Dispute Resolution (ADR) Schemes.

Contact us

If your enquiry is regarding a holiday booking that has been cancelled or amended due to the current Coronavirus pandemic, please see our FAQ’s which are being reviewed and updated regularly.

For help, advice and guidance relating to an ABTA Member please go to the Help and Complaints section above, where you will find all the information that you may require. 

If you are experiencing technical difficulties with our online complaints process, please consult our help pages for further assistance:

Problems registering a complaint
Problems after raising a complaint

ABTA’s Customer Support team is experiencing an extremely high volume of enquiries during this crisis, so response times are taking longer than usual. If you wish to discuss a current complaint and have registered it online, please raise a query through your case and we will review it as soon as possible.  

Airlines are not Members of ABTA. If you booked your flight directly with an airline, you will need to contact the airline if you are having any issues with receiving a refund.

Not all travel agents and tour operators are Members of ABTA. You can find out if your tour operator or travel company is an ABTA Member using our search tool here.

If you have an enquiry about a company that is not a member of ABTA please contact Citizens Advice.

What are our customers saying?

Brilliant service. Only way we were able to get our tour operator to get in contact with us was once we'd gone through ABTA. Can't recommend ABTA enough.

Mr T.

I personally found ABTA very helpful – after asking ABTA to chase the holiday company, I received a response very quickly.

Ms W.  

Thanks, I used the company because they were part of ABTA. You guys gave me the confidence to book the trip, and then followed through to help force a resolution when something did go wrong. I'll definitely short list ABTA providers in the future.

Mr P.