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08 Jan 2019
Distance selling - fraudulent use of your payment card
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04 Apr 2018
Something went wrong: When people go on holiday they often have the expectation that it will all be “perfect”. Unfortunately, life, and holidays, aren’t always like that. Is your holiday problem a minor “blip” or something major? Is it worth the time and effort of pursuing a claim which has the potential to ruin a holiday from the start?
In the first instance it is worth speaking up right away, as otherwise the villa owner, agent, hotelier etc may not be aware there is a problem. If you don’t, it can be disputed. You can try and resolve any problem in a reasonable and non-confrontational way, as in many situations the problem can be sorted more easily, particularly if it is some “minor” irritation.
For more serious problems it helps to have written, photographic and video evidence, with details of witnesses.
Again, try a reasonable, non-confrontational approach, but if this isn’t getting you anywhere (or you’re being offered discounts on future holidays), you may have to resort to threatening legal action or even starting arbitration or court action before a company will come to an agreement with you.
You have the best rights of redress on a package holiday because the tour operator has made clear promises when you booked the holiday and has a duty of care towards you. If it is in breach of either those commitments, you have a legal case.
Remember, focus on why the contract or booking conditions have been breached, a long rambling letter is unlikely to be as productive. Here is a template letter to help.
You need to be clear, and reasonable, about the compensation you expect, based on the original cost of the holiday. If personal injury or third-party liability is involved, you should contact a solicitor.
If you do need to take further action, you could use the Small Claims track (for claims under £10,000) or use ABTA arbitration (if the tour operator or travel agent is a member).
If your complaint is about directly rented accommodation or hotel, then you are much less likely to get any redress!
Remember – You can’t claim compensation for something out of the company’s control such as the weather, nor if you didn’t enjoy the holiday nor if you have already been given some compensation (eg by the hotel).
If your flight is cancelled or delayed see the Citizens Advice article for assistance.
Click here for fuller advice and further links.