Holiday Hints

Some useful tips

We all look forward to a well earned holiday but sometimes things do go wrong and your dream holiday can turn into a nightmare.

Some problems can be avoided if you spend a little time thinking through exactly what you want from your holiday before you book it.

Our checklist shows some of the things you should think about before you book and gives some advice on what you can do if things don’t turn out as you expected.

Before you book

Check out different holiday companies as some may charge more than others for almost identical holidays. Don’t forget to include the cost of ‘extras’ like flight supplements; sea views; balconies and check if the company can increase the price after you have booked e.g. fuel surcharges.

Choose a travel agent and tour operator who is a member of an approved government body such as ABTA or ATOL. This protects you if the company goes ‘bust’. ABTA also has a Code of Practice saying how their member companies should conduct their business.

If you can pay with a credit card you get some extra protection provided the holiday costs more than £100 and the credit card slip is made payable to the tour operator.

Remember that a tour operator is trying to sell you a ‘dream’. Expect them to emphasise the good points about a hotel or resort but always ‘read between the lines’ - a lively resort could mean it is very noisy; restful could mean that there is nothing to do and developing could mean it is still being built.

Make sure you read and understand the booking conditions, if you don’t understand them, don’t sign to say you have agreed to them.

Always check your booking confirmation and tickets as soon as you receive them, don’t wait until it is time for you to travel.

If you require any special facilities or make any specific requests make sure they are noted on your booking confirmation.

Make sure that you have adequate insurance cover but remember that you don’t have to purchase the policy offered to you by the travel agent. Its wise to shop around.

If things go wrong

Sometimes travel operators make late changes to your holiday. Depending on how serious they are you may be able to claim some compensation. Register any intention to claim with the tour operator before you go
If you find things go wrong when you arrive, tell the tour operator's representative as soon as possible. It may be if you tell them soon enough they may be able to put the problem right. If you don’t complain it could affect your right to make a claim on your return home
Fill in complaint forms at the resort
Put details of your complaint in writing and if possible take photographs to provide evidence
Exchange names and addresses with other holiday makers in the same situation as you
If you are made an offer whilst still on holiday which you don’t think is enough you can accept it ‘under protest’ and make an additional claim on your return home
If you have to spend any extra money keep your receipts as proof

On getting home

Check the booking conditions and make sure you follow any procedures laid down in them
As soon as you get home write to the tour operator
If you have paid by credit card write to the credit card company as well
Be persistent. Be prepared to write again and don’t be fobbed off if you are not happy with the company’s initial reply

Taking the matter further

If all your efforts to reach an amicable solution fail you may have to consider legal action. This could be through the County Court Small Claims Court procedure for disputes up to £5000 or if the tour operator is a member of ABTA you could consider using their Arbitration Scheme. If you choose the latter method you should be aware that the decision will be based on documentary evidence alone.

If you feel there has been a misrepresentation of any facilities or other aspects of your holiday let Trading Standards know.

There may be sufficient evidence to show that an offence has been committed but do bear in mind that even if the department takes action under the Trade Descriptions Act this will still not resolve your own dispute and you may have to carry on with your own civil action.

This page was last updated on 3 October 2009