Complaints

When things don't quite go according to plan

In the unlikely event that something goes wrong before or during your holiday we can offer you expert advice, and we have a three-step complaints handling process.

How you complain depends on who your travel complaint is about, how you’ve booked your holiday and which company you booked your holiday with.

Before you make a complaint, please see our Help section, you’ll find a wealth of information which might help you.

Booked with an ABTA Member?

If the company is an ABTA Member, we can help with your holiday complaint. Check our Find a Member section to see if you have booked with an ABTA Member. If the company isn’t found then chances are they are not one of our members. You should ask the company that you’ve booked with for their ABTA number.

Not booked with an ABTA Member?

If the company is not an ABTA Member, unfortunately you can’t register your complaint with us. You’ll need to ask the company what procedures they have for complaints. You can also contact the Citizens Advice Bureau for further help.

However, we still suggest that you follow our guide to making a complaint, set out in Step 1 and 2 – this may help you to resolve your complaint without having to contact them.

Have a complaint about an airline?

If you have a complaint about an airline, unfortunately we cannot help you as airlines are not ABTA Members. However, we still suggest that you follow our guide to making a complaint, set out in Step 1 and 2 – this may help you to resolve your complaint. If it doesn’t help please contact the Civil Aviation Authority (CAA).