Should a travel agent know if the hotel they booked you into is also used as a homeless shelter? They told me that it's not their job to know this, is this right?
I am going to New York in 2 weeks with a 9 year old and dreading it. I paid £1600!
What a Travel Agent Actually Does
A travel agent acts as an intermediary between you and the companies that provide your holiday. This includes tour operators, airlines, hotels and cruise lines. Because they are often passing on information from these suppliers, travel agents may not be liable when that information turns out to be wrong.
However, this is not always the case. Under the Package Travel and Linked Travel Arrangements Regulations 2018, travel agents selling package holidays must ensure the information they provide is accurate. If an agent misrepresents something or acts negligently, they can be held responsible.
The agent books on your behalf, but the contract for the holiday itself is typically between you and the tour operator or supplier. This affects who you complain to when things go wrong.
Tell us what went wrong and find out which ombudsman or regulator can help, whether it is worth escalating, and exactly how to take your complaint further.
Try our Which Ombudsman Do I Need? free, here on this site →Who Is Responsible When Things Go Wrong
If you receive misleading information about your accommodation or other aspects of your trip, responsibility will usually sit with whoever provided that information. In most cases, this means the tour operator or the hotel itself rather than the agent who made the booking.
Travel agents can assist by providing advice on complaint procedures or contacts for the relevant supplier. If your agent refuses to provide contact details for the tour operator, you can raise this as a separate complaint.
Travel agents who are ABTA members must follow a code of conduct, which includes handling complaints fairly. You can check whether your agent is a member on the ABTA website.
Your situation may be slightly different. ask a question below ↓ and our editorial team will reply with our advice.
What to Do If Your Holiday Does Not Match the Description
If you discover a problem before you travel, contact the agent or tour operator straight away. You may be eligible to change your booking or cancel for a refund, depending on the terms and conditions of your contract.
If it is too late to alter your plans, gather evidence during your trip to support any later complaint. Keep all booking documents and any relevant advertisements. Take photos or videos of anything that differs from what was advertised. Make notes of dates, times and any conversations with hotel staff.
You should also check your travel insurance policy. Many policies provide additional protection for trip cancellations or discrepancies in services, and may offer recourse that complements your consumer rights.
Making a Complaint and Seeking Compensation
If your holiday was significantly different from what was advertised, you may have grounds for a complaint under the Package Travel and Linked Travel Arrangements Regulations 2018. These rules give consumers protection when booking package holidays.
Start by complaining in writing to the tour operator. Set out what went wrong, what you expected based on the booking information, and what outcome you are seeking. Include copies of your evidence.
If the tour operator does not resolve your complaint, you may be able to use ABTA's arbitration scheme if they are a member and both parties agree to this process. Alternatively, consider using the courts through the small claims process. For guidance on your consumer rights, check the information available on GOV.UK or contact Citizens Advice.
When our friend called up alpharooms to add an additional bag to her booking over a week later they told her the hotel and flights had not been confirmed even though they had a booking reference.
When we heard about this I called up and was told the same thing. Although they apologised they insisted hotel was now full and there was nothing they can do except look at another resort nearby they would try and get a deal on but as her sister had booked in to this resort it wasn't an option.
Next day we found the hotel still showing as available on alpharooms. When I called up to question this I was told adamantly by a supervisor there was no way he could get me into this hotel as it was full and all he could do was hive me good discount on anothe hotel.
Asked him several times why they were still advertising it on their website and he insisted they were not and implied it was just showing the price but hotel was definetely full.
After a couple of hours I decided to try and book it online again with £1 deposit as left with no other option.
Got another booking reference number and phoned up this morning and spoke to their call centre. I asked them to confirm rooms were definitely booked and he confirmed they were. When I questioned what I was told previously I was just led around in circles and he simply stated they use different suppliers. When I asked about a discount on the booking I had now made I was told it could only be done before and not after but he would take my feedback.
Obviously flight prices have gone up massively since our original booking and they room went up too. I was told the supervisor would call me back later but we will see. Really need some advise on this.
Our friends are also fighting to get their original booking price.
Please advise do I have any case to request refund in this situation:
Booked flights with 3rd party agent (Known name on website), cost 1000pounds. Price on the airline website -1160 pounds.
12 hours after booking they sent an email with a link to process booking- stating price tickets have increased and to secure flights I should pay further 250 pounds. I clicked the link to make sure I didn't risk further price increase.
After work, upon investigation I discovered prices on their website stayed the same! Prices on the airline website were also the same as at the time of my booking! So the agent increased the prices overnight, not the airline! So now my cost through the agent is 1250 pounds. From the airline website price still at 1160ponds! My lost of 90 pounds. They say they do not make money on bookings and there must have been a system error, however I have not received any refund so far. My feeling is that as a minimum they should refund 90pound but based on their misleading pricing practices would I stand a chance to get back 250pounds? And where should I refer it?
thank you for any help.
I have been through the complaints process with Opodo, who simply say it is my fault. Is there an ombudsman I can refer to?
We would like to complain about a holiday we have booked online unfortunately someone has had to drop out this has become very difficult because I am unable to understand what they are saying to me.
I have rang them on many occasions to discuss this matter I have been passed from one person to another still no answers they are trying to say not only have we got to pay for that person still which we understand they are also asking for £300 aswell.
I dont believe this to be right but unable to get them to understand me there seems to be no communication at all.
could we please speak to someone at your department so we can speak to you and see if you have any better luck.
many thanks Laura,
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