If you've booked your holiday with one of our Members and you have a problem, we might be able to help.

Problems that arise prior to departing for your holiday are diverse. There are many issues that can affect a booking prior to travel, from the moment you see an offer which may not be honoured to having your accommodation changed before you even arrive in resort.

On occasions errors are made and you will need to establish your rights and obligations, which we may be able to assist you with.

Initially you must attempt to resolve the matter with the company you have booked with and it is only then, if you don’t feel the problem is resolved, we can look into it for you.

Our Members commitment

When booking your holiday through an ABTA Member, you must be given accurate information which is not misleading. The arrangements being booked must be suitable for your needs and you must be provided with all the necessary information in order to make an informed decision.

Terms and conditions must be brought to your attention together with any passport and visa information the travel company has available, or advise you as to where you can obtain such information.

Terms and conditions when booking a holiday

It is very important that you understand that terms and conditions will apply as soon as you have confirmed your booking, regardless of whether or not you have read them.

They form the basis of the contract and you will usually be able to establish within the first couple of paragraphs what the company you are booking through is liable for.

For example, you may need a visa for your trip, but the travel company may not have access to the type of visa you may require so it is your responsibility to ensure that you are able to obtain it before entering the contract.

It is extremely important to have travel insurance in place either before or as soon as you confirm your booking. Too many people assume that the policy will only come into effect at the start of their holiday, which isn’t the case.

ABTA’s role in complaints

Please see our information on the ABTA complaints process. It is important to understand the function of ABTA and how we are able to assist you with your dispute. Please read in full the information on what complaints we can and can't help you with.

It is important to understand the function of ABTA and how we are able to assist you with your dispute.

We are a voluntary trade association that represents our travel agent and tour operating Members. We are not an ombudsman, and currently there is no ombudsman in the travel industry.

We maintain a Code of Conduct which applies to all ABTA Members. It aims to ensure that ABTA Members maintain higher standards and it allows you to travel with confidence.

It covers your holiday from start to finish: from the information before you book, through the booking process, to helping you complain if anything goes wrong.

If you are due to travel and would like to make a complaint please register your details with us.