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holiday issues
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Complaining about a holiday

If you have a complaint about your holiday, it can be hard to know who’s responsible. Depending on your complaint, should you talk to the travel agent, tour operator, airline or hotel? What can you claim for and what’s the best way to resolve your complaint so you get the holiday compensation you're entitled to.

The way you buy a holiday can significantly affect the legal rights and protection you have should something go wrong, such as tour operator or travel agent go bust. Knowing your legal rights is essential.

For example, if you buy a package holiday you usually enjoy robust protection under the ATOL and ABTA schemes, should a company go out of business. You have holiday rights if the tour operator makes significant changes to the holiday before you leave or if there are problems while you’re on the holiday.

If you book flights and accommodation directly with an airline and hotel, then you have fewer rights – our legal team can advise you on this.

Which? Legal can help

Our team of specialist advisers provides expert legal advice to help you solve your holiday complaints. We can advise you on the best course of action to get a holiday refund or compensation, and offer step-by-step guidance on how to escalate your complaint.

Which? Legal’s individual, jargon-free advice will give you the confidence to pursue a legal solution to your holiday problem.

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Meet your experts
Victoria Helps Victoria joined Which? Legal in 2016. Before that, Victoria worked as a legal adviser at The Co-op. See profile
Jacob Mitchell Jacob joined Which? Legal in August 2019 as a legal adviser, focusing on consumer law. See profile
Matthew Tribble Matthew qualified as a solicitor in 2013 and joined Which? Legal in March 2019. See profile