2008
As thousands prepare to jet off for some half term sun, Consumer Direct East Midlands is advising people what to do should their holiday not quite match the brochure.
23rd May 2008
Consumer Direct received nearly 1,000 holiday complaints from people in the East Midlands last year, while the service nationally logged 14,000 complaints.
Sara Barry, Consumer Direct East Midlands Manager said:
'We receive hundreds of calls every year from people whose holidays don't live up to expectations. Typical complaints range from poor accommodation and flight delays to incorrect bookings and facilities that don’t match the brochure. The key is to complain while you're there to give hotels and tour operators the chance to put things right. If you wait till you get home, it might be too late.'
Consumer Direct East Midlands has a list of tips to help you complain effectively.
- Take the holiday details with you, a copy of the brochure or any description you have of the facilities that are included in your holiday.
- If things go wrong or the facilities promised in the brochure are not available make a complaint in the resort at the time of discovery.
- Make a note of the person you complained to (whether it was the hotel manager or the tour representative) their name, the date and time you complained and what the nature of the complaint was.
- If possible, take photographs of the problem as any physical evidence may help you to complain when you return home.
- Collect contact details of other holiday makers who have experienced the same problems, as being able to provide evidence of similar complaints can also help.
- If the complaint relates to an illness, e.g. suspected food poisoning, make sure you see a doctor at the time and ask them to put something in writing about the nature of your illness.
- If you incur additional costs, e.g. if your luggage doesn’t arrive on time, then keep all receipts. Remember that any costs you try to claim back must be reasonable.
- Be aware that any offer of compensation made in the resort could affect any claim you make when you return home.
- On returning home put your complaint in writing to the tour operator, pointing out the problems you had with the holiday and asking for a remedy within a specified time limit.
- If your complaint isn’t resolved, call Consumer Direct for further advice.
Clear, practical advice and information on any consumer issue is available by calling Consumer Direct on 08454 04 05 06 or by visiting the website at www.consumerdirect.gov.uk
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MEDIA enquiries:
Georgina Barton
Tel: 01522 535792
Mobile: 07768 840239
Email: georgina.barton@consumerdirect-eastmidlands.gov.uk
EDITOR’S NOTES
1. Consumer Direct is a telephone and online consumer advice service funded by government and managed by the Office of Fair Trading. It operates in partnership with Local Authority Trading Standards Services to offer consumers clear, practical and impartial advice and information.
2. Consumer Direct has around 350 trained advisors in 11 contact centres across England, Wales and Scotland.
3. The information and advice helpline is available on a single national telephone number - 08454 04 05 06 from 0800 – 1830 Monday to Friday, and 0900 – 1300 Saturday, excluding bank holidays and public holidays.
4. A Welsh-speaking Consumer Direct service is available on 08454 04 05 05. Minicom users should call 08451 28 13 84.
5. Calls to the Consumer Direct 0845 numbers are charged at no more than four pence per minute from a BT landline. Call charges from other landline providers or mobile phones may vary. Please check the rate with your phone service provider.
6. Northern Ireland has its own service called ConsumerLine (available on 08456 00 62 62) which is similar to Consumer Direct. Visit the ConsumerLine website.
