How to deal with a Tour Operator or Travel Company that fails to respond!

To begin with you should always follow our tip when writing to a Tour Operator or Travel Company! When you come home you should always make a formal written complaint and make sure that you send it to the Travel Provider or Airline by Special or Recorded Delivery; if you choose to send it by e mail always make sure that you put a read receipt on the e mail and make a diary entry reminding you to chase up any lack of acknowledgement!

Even if you have not sent your holiday complaint letter by special, recorded or read receipt delivery, it can be frustrating when the Travel Company fails to even acknowledge your letter.

There are simple devices that you can use if you find yourself in that situation, if they are a member of ABTA:

  1. Give them another chance and send them a short letter asking why they have not responded; enclose a copy of your original complaint and follow our tip on how to post your letter;
  2. If they are members of ABTA, then they are guided by the ABTA Code of Conduct and should respond to you by acknowledging your letter within 14 days and provide you with a response 14 days thereafter;
  3. If there is a reason for delaying in responding to your complaint, then they should provide you with an indication of why there is a delay and when you should expect to receive a response;
  4. If they fail to acknowledge or respond to your complaints, then they are in breach of the ABTA Code of Conduct;
  5. You should then write to ABTA pointing out that their member is in breach of the Code and request their assistance and referral to the ABTA Code of Conduct Committee;
  6. ABTA will investigate and usually secure a response for you;
  7. If you are not sure what to write, then use the free complaint letter from HolidayTravelWatch.

If they are not ABTA members:

 

  • Give them another chance and send them a short letter asking why they have not responded; enclose a copy of your original complaint and follow our tip on how to post your letter;
  • If they fail to respond, you should check with Companies House for the Travel Company’s Registered Office and send the letters again;
  • If they still fail to respond, then contact us and we can guide you further.

 

If they are an Airline:

  1. Give them another chance and send them a short letter asking why they have not responded; enclose a copy of your original complaint and follow our tip on how to post your letter;
  2. If they fail to respond, then report them to the Civil Aviation Authority’s – Passenger Advice & Complaints Team
  3. If they still fail to respond, then contact us and we can guide you further.

If they are a Shipping Company:

  1. Give them another chance and send them a short letter asking why they have not responded; enclose a copy of your original complaint and follow our tip on how to post your letter;
  2. If they fail to respond, then report then to the Passenger Shipping Association who state that they would ‘be pleased to help with any passenger’.
  3. If they still fail to respond, then contact us and we can guide you further.

If they are a Rail Company:

  1. Give them another chance and send them a short letter asking why they have not responded; enclose a copy of your original complaint and follow our tip on how to post your letter;
  2. If they fail to respond, then report them to Passenger Focus.
  3. If they still fail to respond, then contact us and we can guide you further.

If they are a Coach Company:

  1. Give them another chance and send them a short letter asking why they have not responded; enclose a copy of your original complaint and follow our tip on how to post your letter;
  2. If they fail to respond, then report them to the Confederation of Passenger Transport UK.
  3. If they still fail to respond, then contact us and we can guide you further.

By taking these important initial steps, you will be able to demonstrate from your records, that you tried to communicate your complaint to the travel company and that you used third parties to make them answer you – this will become important if you have to take further action!