Holiday Horrors

What can you do?

Complain to the hotel manager and holiday representative straight away. (If you do not it may limit your right to compensation).
Fill in a complaint form and keep a copy.
Take some photographs or a video of the problems. Keep a diary to list meetings, expenses, phone calls, etc. Get details from other holiday makers.
Send a letter of complaint to the tour operator within 28 days of returning home.
The letter should list names and addresses of those who went on holiday, the dates, destination, accommodation and booking reference number.

You should itemise clearly and concisely state your complaint, the available evidence and a claim for reasonable compensation.

But what if you and the travel firm cannot reach an agreement?

You may need to consider pursuing your claim for compensation through ABTA or the small claims procedure at the County Court.

ABTA (Association of British Travel Agents)

They deal with compensation claims of up to £1,500 per person, or £7,500 per booking form.
It is on a "documents only" basis (ie you will not have to attend the ABTA offices in London to give evidence).
You are required to agree to be bound by ABTA's decision.

County Court

The small claims section deals with compensation claims up to £5,000.
You can take your own case through court. Tell the district judge what happened. Show him/her the evidence and the other party will then do the same.

It is usually an informal meeting.
The tour operator may get the hearing moved to their local court however.
If you decide to pursue a claim it may be useful to first see a copy of the Holiday Which? magazine dated September 1996. That issue compares 11 cases taken through ABTA and the County Court.

There are also books and leaflets available at courts and libraries to help you make an informed decision of what action to take.

Check List

Tick when you have:

Made an official complaint to the trader or his representative.
A written record of events.
Obtained proof that a problem exists, (for example photographs, experts report etc.)
A record of additional costs incurred.

Further advice and information can be obtained from Staffordshire Trading Standards at:

Consumer Advice - Consumer Direct
Tel: 08454 04 05 06
E mail: consumer.advice@staffordshire.gov.uk
Minicom: 01785 854156

14 Martin Street,
Stafford,
ST16 2LG

All of our information leaflets are available in a range of formats and languages, including Braille and large print. If this would be useful to you or someone you know, please contact us.

Last Modified: 17/03/2006 12:43:17
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