Travel expert Simon Calder has issued a crucial warning for anyone with a package holiday booked, urging people to take action 'immediately' to protect their rights. His advice follows new research by Citizens Advice revealing that three million people have encountered problems with their package holiday over the past year.
On the June 8 edition of ITV's Good Morning Britain, presenter Kate Garraway spoke to correspondent Nick Dixon about the findings. Dixon reported that complaints often involve all-inclusive holidays that fail to match the glossy brochures. Citizens Advice found that 33% of holiday-related complaints concerned poor quality hotels, bad food, or unavailable facilities, while 19% were about customer service issues such as long wait times, ignored complaints, and administrative errors. Additionally, 25% of complaints led to stress, anxiety, or upset.
Dixon emphasised the importance of keeping records to secure compensation. Simon Calder then delivered a vital message for package holiday travellers: if anything is wrong at the destination, give the travel company immediate notice and allow them to rectify the problem. This legal principle, known as 'mitigating your losses', is essential. Failing to report issues promptly could significantly reduce the chances of a full refund or compensation.
Citizens Advice advises: 'If you're still on holiday, tell the company or travel agent about the problem as soon as possible. You might be able to get it sorted quicker. If you don't say anything until you get home, you might get less compensation or none at all.'
Who to contact depends on how the holiday was booked. For a package holiday, contact the tour operator's customer service team. For independently arranged trips or linked travel arrangements, contact the accommodation or service provider directly, such as the hotel or excursion company. When making a complaint, include your booking reference, clear details of the problem, copies of any evidence (like photos or receipts), and the amount of compensation you seek.
Citizens Advice recommends sending the letter by registered post and keeping a copy, or using email with a saved copy. If the company makes a low offer, you can ask for more. If the company is a member of the Association of British Travel Agents (ABTA), you may also file a complaint with them. Verify membership first, as non-members cannot be complained about to ABTA.
