How To Complain After A Holiday From Hell

Step 1: Package holiday vs. independent traveller

You must always take your compliant to the company providing the bad service. In the case of a package holiday this would be the tour operator as your contract is directly with them. They are responsible for your flights, accommodation and any other extras outlined in the agreement. Therefore if an airline or hotel goes out of business, or is not up to standard, they should to provide you with an alternative.

If you are travelling independently you must take your grievance to the individual supplier of the service, be it the hotel or transport company. This doesn't give you the same benefit and guarantee of arrangements as using a tour operator, so check your insurance cover if things go wrong

Air your grievance as soon as possible. If there is a rep at the resort take the complaint directly to them. It may be easily and quickly resolved.

Step 2: Collect Evidence

If the problem has not been rectified take photos and statements from other holiday makers to back up your complaint. When you return home check the details of your holiday in the brochure and paperwork, this too can be used as evidence is you have been misled.

Step 3: Complain

Address you complaint to the tour operator. Be clear about what was wrong, how you want to be compensated and set a deadline for a response. Back up your complaint in writing by enclosing copies of the evidence. Keep the originals, you may need them at a later date.

Step 4: Persevere

If your grievance is being ignored, or you are being offered less than you believe you deserve, don't give up. Keep up the complaint until you are happy with the settlement.

Step 5: Credit cards

Paying for your holiday, or a holiday service, by credit card gives you the extra insurance of being able to claim against your card issuer as well as the service provider if things go wrong. This only applies to organisations operating within the same country as your credit card issuer. For example, if you are from the UK, and have paid your Mediterranean hotel manager directly, you would not be covered.

Step 6: Further Action

If your complaint has not been dealt with to your satisfaction contact a consumer organisation for more advice. In the UK this would be Consumer Direct. They would advise on your particular complaint and put you in contact with the relevant travel dispute associations.