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When will I receive a response to my complaint?

As soon as we receive your complaint, we will send you an acknowledgement to confirm receipt. Our Customer Relations Team will then give your comments and concerns their full attention and investigate fully. In accordance with the ABTA Code of Conduct, we aim to respond to your concerns within 28 days of receipt.

In the meantime, we would like to thank you for your patience and co-operation and for having taken the time to bring these matters to our attention.

Help Centre Topics

Before You Book

Here you’ll find answers to any questions you may have before booking your holiday, escorted tour or river cruise.

Before You Travel

We want to make preparing for your holiday as easy as possible. Find answers to your pre-departure questions here.

On Holiday

If you are currently on holiday or have any questions about what to expect you will find the answers here.

After Your Holiday

Just returned from your holiday? Then this is where you’ll find answers to any questions you may have.

Airports & Flights

You’ll find information on any questions you may have about your airline and airports here.

Travel Advice

General advice on travel abroad including COVID-19, country specific information and other useful tips.