Holiday from hell? Here’s what to do...
We are nearing the end of the holiday season – so was your holiday everything that you had expected it to be? No?
Do you have a complaint to make? Have you already made a complaint? Are you getting anywhere?
If not, then make sure you are going about this in the right way.
Usually, your first point of contact is the travel agent.
Buying a holiday is the act of entering into a contract with a vendor. The terms of the contract are written on the agreement you get from your travel agent. If you haven’t been given a copy of the booking terms and conditions then request one.
Though most of us only read far enough to check flight times, your basic rights are that you should get the holiday you paid for.
The first consideration is, of course, should I make a complaint?
Too many people suffer a bad holiday but, when they get home, the anger disappears as you get back into your daily routine.
But you will have probably spent a lot of money on what you hoped would be a good time. Complain.
A common complaint is that the hotel wasn’t up to scratch. You have a right for the goods (or hotel standards) to be of the standard described. This is clearly a matter to take up with your travel agent.
Make sure you complain to holiday firm reps at your resort. This is vitally important.
Complain at the time. Your case will be weakened if you haven’t mentioned your dissatisfaction at the time.
Don’t be fobbed off with them saying you might be moved to a better room or hotel “later” stand your ground. Demand action now. Don’t be embarrassed to say what you think.
Take photos of sub-standard accommodation. If there are cockroaches, damp on the walls or dirt in your room, record it all. It will be useful to back up your complaint if you have hard evidence.
Be very wary when last minute changes are made to your booking details. Get on to your travel agent and demand guarantees (in writing if possible) of what you are going to get.
Remember that the travel industry is bound by the “The Package Travel, Package Holidays and Package Tours Regulations 1992”.
You can read through these regulations at www.legislation. gov.uk
Was your flight significantly delayed? This, too, is regulated.
If your flight is delayed two or more hours the airline have to give you food and drink, access to phone calls and emails and accommodation if you are delayed overnight (this includes transfers to a hotel).
If your flight is delayed three hours or more, the airlines must pay you compensation, though this is at varying rates depending on length of flight and whether it is within the EU. Check online (Google search delayed flights).
There is no need to employ a firm to do this for you (you’ll see many offers from such firms online). The procedure is very straightforward. Contact the airline yourself.
You have similar rights if travelling by sea, cruising or on inland waterways). Remember: If, for some reason, you can’t go on your booked holiday, you have the right to transfer the holiday to a friend or family member.
It is the responsibility of the company who provides and organises a package holiday to ensure you get what you have paid for.
ATOL (Air Travel Organisers’ Licensing) exists to protect you and your holiday, make sure your travel agent or holiday is ATOL protected.
Remember – Raw Deal is here to help.