Travel and Holiday Regulatory Bodies Complaint

If all the avenues of complaint with a tour operator or travel agent have been exhausted then the next level to consider is taking to problem to a higher authority.

Many people accept unfair practises and dodgy service as fact of everyday life and have to be pushed over the edge before taking appropriate action. However, the travel sector is an exception to this rule.

Holidays are the one time of the year when we can leave behind all the frustrations of everyday life, so if anything infringes on the good times then it is often a step too far for most people. This explains why the travel industry attracts a particularly high number of complaints.

Trade Associations

Most reputable tour operators and travel agents are members of a trade association, with Association of British Travel Agents (ABTA) and the Association of Independent Tour Operators (AITO) being the largest and most popular. The ABTA operates an arbitration scheme that attempts to resolve complaints between customers and tour operators.

The ABTA or ATOL symbols are a reassuring sign when considering a package holiday, because they mean a customer will be financially protected if the operator goes bust.

ABTA

Approximately 1,900 companies are members of the trade organisation ABTA. In order to qualify they must all be able to provide their customers with detailed advice concerning insurance, visas, health issues and travel plan changes.

When a customer books a holiday with a ABTA-approved travel agent they should be reassured that the company is financially sound, that the descriptions in the brochures are accurate, money can be refunded if the booking is unsatisfactory and that they will never be left stranded overseas for whatever reason.

AITO

The over 160 strong tour operator membership of AITO was expected to demonstrate a high degree of customer service and code of conduct before they were allowed to join the organisation.

This tight control ensures that when a customer purchases a holiday through one its operators they should expect quality, security and professionalism.

Flight Regulation

Holidaymakers travelling to their destination by air are well supplied with flight regulatory bodies.

For instance the Air Transport Users Council (AUC) monitors the airline industry on behalf of consumers, offering advice and support with compensation claims. Whilst the British Airport Authority (BAA) is responsible for the management of seven large UK airports and the British Air Transport Association (BATA) is a non-profit trade association for airlines.

Resolving a Complaint on Holiday

If a complaint relates to botched booking then it should be directed towards the travel agent or whoever made the original booking. If misery is caused by the holiday itself then complaints should be made to the tour operator.

Most tour operator’s terms and conditions specify that a complaint should be registered to the appropriate holiday representative whilst actually on holiday. A large number of complaints are solved at this stage. Holidaymakers are usually aware that if a complaint is lodged upon return it is too late to save the holiday by that point. If a resolution is accepted whilst on the trip then it is usually impossible to reopen the case upon return home.

If a problem arises before the holiday then the travel agent, or booking office, should be informed immediately.

Upon Return

If a complaint has not been sorted out whilst on holiday then the tour operator should be contacted upon return. A claim should be submitted with all the appropriate evidence and travel booking details. The standard length of time allotted for registering a complaint following a holiday is usually around 9 months.

If these local resolution efforts prove futile then the complaint can then be taken up with the appropriate trade association.

Independent Holidays

If the holiday was booked independently, with the aid of a tour operator then any problems should be taken up directly with the company responsible. For example if a hotel room is unacceptable then the complaint should be lodged with the establishment, and as soon as possible.

Time Shares

Complaints about timeshares should firstly be taken up to the head office. If this proves unsatisfactory then the claim can be taken to the Organisation for Timeshare in Europe (OTE), if the company is a member.

Many timeshare resorts in Europe, North Africa and the Middle East are represented by OTE. This organisation offers consumer advice and a free conciliation service for problems between their membership companies and disgruntled customers.

The non-profit organisation Association of Timeshare Owners Committees (TATOC) also represents Timeshare owner interests by promoting high-standards and good relations within the industry.

If the timeshare company is not a member of OTE then the case should be forwarded onto the local Trading Standards office or Citizens Advice Bureau.