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Common Ground News

How do I lodge a complaint with ABTA?

Author

Matthew Cannon

Updated on February 20, 2026

How do I lodge a complaint with ABTA?

Register a complaint
  1. Copies of correspondence between you and the company (whether letter or email).
  2. Copies of the replies.
  3. A copy of the ATOL Certificate and/or confirmation invoice.
  4. If you've been in contact with the company by phone please provide details of the conversations.

Similarly, it is asked, how do I complain to ABTA?

If you wish to discuss a current complaint you have previously registered about an ABTA Member, and have a complaint reference number, please call 020 3117 0599. We are open from 10:00-15:00 Monday to Friday, excluding Bank Holidays.

Also, how long does a travel company have to respond to a complaint? 28 days

Hereof, how do I complain about a travel company?

  1. 1 Complain to your travel agent. If you've got a complaint about a travel agent, you can write to the travel agent directly.
  2. 2 Don't be fobbed off.
  3. 3 Use ABTA complaints hub.
  4. 4 Make an Atol claim.
  5. 5 Claim from credit card.

How long do ABTA claims take?

We cannot accept complaints over the phone but will give general advice. Stage 1 can take up to 50 calendar days, although this can vary depending on the documents you supply.

Do I complain to ABTA or ATOL?

You should take up the complaint first with the company concerned. If the matter is not resolved and the company is a member of either ABTA, TTA or The Global Travel Group you should contact them for advice. If not, try Consumer Direct on 08454 040506.

How do I further a complaint?

If you are putting your complaint in writing, put “complaint” at the top of the letter or email and include details such as your customer number or account number. Send copies of any relevant paperwork and include a warning if you intend to take the complaint further.

What does ABTA cover?

ABTA protection means that if your travel company goes out of business, you will be entitled to a refund which includes hotel costs. If you are abroad, your transport home will be covered.

How do I complain about a mis sold holiday?

Write to the company and ask for compensation
If you booked a package holiday, write to the customer services department of the tour operator you used. If you booked it yourself or made a linked travel arrangement, write directly to the accommodation or service provider concerned (like the hotel or excursion provider).

What is covered by ABTA?

ABTA's scheme can provide protection for non-flight based holidays, linked travel arrangements and monies paid to travel agents. ABTA ensures that all of its Members properly protect their package holidays, as required by law. Packages including a flight are covered by ATOL.

How do I make a complaint to Atol?

Advice and assistance in resolving a dispute should be obtained from:
  1. Citizens Advice. tel: 03454 040506. web site:
  2. The trade association ABTA. tel: 020 3117 0599. web site:
  3. The Travel Trust Association. tel: 01483 545787. web site:

How do I make a complaint against TUI?

If we cannot resolve the problem at the resort or during your flight, you must notify us of your claim within 28 days of your return from holiday. To make a complaint, please contact us. Please provide us with as much information as possible, including your booking reference and holiday dates where applicable.

What does ABTA do?

Founded over 60 years ago, ABTA is the UK's largest travel association, representing travel agents and tour operators. ABTA protection is designed to enforce standards and provide insurance for holidaymakers in the event of financial problems for travel companies.

How do I get a refund from travel agency?

You can contact the airline directly, but most major airlines state on their websites that if you purchase a ticket through a travel agency, you'll need to deal with the agency to get your refund. In some cases, the airline can make the change or refund for you, but it will cost extra.

What's the difference between ATOL and ABTA?

While ATOL is a compulsory licensing system run by government, ABTA is a voluntary scheme that Travel agents can sign up to and become a member. ABTA has a specific code of conduct that its suppliers have to abide by in order to be certified and there is a lot of protection if things go wrong with your holiday.

How do I get a refund from Atol?

The refund process is quite straightforward; ATOL Protected consumers should complete an ATOL Claim Form and provide the documents they have been issued with as evidence that they had a contract with a failed ATOL holder, along with the evidence of payments made.

How do I contact ABTA by phone?

Customer support
Please be aware we're receiving an exceptional volume of customer enquiries, which we are responding to as quickly as we can. If you wish to discuss a current complaint you have previously registered about an ABTA Member, and have a complaint reference number please call 020 3117 0599.

Is there an ombudsman for travel?

Travel insurance ombudsman FAQs
If the matter is not resolved to your satisfaction by the end of the insurer's internal dispute resolution process, you can contact AFCA.

How do I complain about a booking?

How can I submit feedback or make a complaint?
  1. Click on 'Compose new message' and select the relevant subject from the drop-down menu, or 'Property Details' for general enquiries.
  2. Click 'Send message' once you've completed your feedback or complaint.
  3. A member of our team will get back to you as soon as possible.

Who can I complain to about my holiday?

1 Complain to your travel agent. If you've got a complaint about a travel agent, you can write to the travel agent directly. If the travel agent was acting on behalf of another party, such as an airline or tour operator, you should follow the relevant complaints procedure.

What is ABTA code of conduct?

Code of Conduct. The Code of Conduct aims to ensure that ABTA Members maintain high standards and it allows you to travel with confidence.

What can I do if a company does not refund my money?

Initiate a credit dispute
If the merchant does not resolve your issue, contact your credit card company to dispute the credit charge and initiate the chargeback process. You may need to initiate the dispute within 60 days of the purchase, depending on your credit card company's policy.

How do I claim compensation for a bad holiday?

make a formal complaint as soon as you get home.
  1. 1 Your right to complain.
  2. 2 Complain to the holiday provider.
  3. 3 Complain to a trade association.
  4. 4 Claim against an ABTA company.
  5. 5 Claim against an Aito company.
  6. 6 Use the small claims court.

Can you get your money back from a travel agent?

You can contact the airline directly, but most major airlines state on their websites that if you purchase a ticket through a travel agency, you'll need to deal with the agency to get your refund. In some cases, the airline can make the change or refund for you, but it will cost extra.

What does Atol protection give you?

ATOL protects you when you book a holiday with a UK travel company. It ensures that you don't lose the money you paid out or become stranded abroad if your travel company collapses. If an ATOL protected travel company ceases trading, the scheme protects customers who have booked holidays with the firm.

Will ABTA pay out?

If your ABTA travel agent goes out of business and has not passed the money you've paid them to your ABTA tour operator, don't worry, we will make payment to them on your behalf and you will be able to go on your holiday. The ABTA scheme can also cover linked travel arrangements.

Does ABTA cover holiday cancellation?

You may be covered by ATOL/ABTA if it's a holiday, but for individual flight or hotel-only bookings via a travel agent or flight broker, you may not be covered by Section 75.

Is my holiday covered by ABTA?

Package holidays sold to you in the European Economic Area (EEA) by ABTA Members are financially protected so that if your travel company fails, you'll be able to continue your holiday as planned or get your money back. Package holidays that are for less than 24 hours, or are for business travel, may not be protected.

Does ABTA cover hotel only bookings?

Packages not including a flight are covered by ABTA bonding, or insurance policies. Examples of these packages are coach, rail or cruise holidays. ABTA can also cover other arrangements that are not packages, such as accommodation only, if the ABTA Member opts to do so.

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