Our team of solicitors have answered some commonly asked questions on consumer holiday issues covering a wide range of situations. Click on any of the links below to find out more
I have suffered an injury whilst I was abroad, on holiday. What can I do?
Speak to our Personal Injury team who will be able to advise you on whether you can make a claim for compensation.
I have been the victim of medical negligence while abroad. What can I do?
Speak to our Medical Negligence department who will be able to advise you on whether you can make a claim for compensation.
I have paid a deposit for a holiday but I cannot go due to ill health. Can I get my deposit back?
You would usually lose your deposit in this situation, and may have to pay a cancellation fee. The terms and conditions you agreed to will hopefully answer your question. However, if you have travel insurance in place, you should check your policy, as this may be something that you can claim back through insurance.
I have just returned from a holiday and the accommodation was nothing like the tour operator described it or advertised in the brochure. It was advertised as by the beach and having a swimming pool, but this was not the case. What can I do?
Descriptions of the holiday given to you by the tour operator should be accurate. If this was not the case, then it could be classed as mis-representation and you may be able to claim compensation. As the advertisement in the brochure is inaccurate and mis-describes the accommodation, you may wish to complain to the Advertising Standards Authority (ASA).
I have just returned from a holiday and the standard of accommodation was really bad, what can I do?
You may be entitled to compensation, but this depends on the circumstances of your situation, such as the price you paid for the holiday and what you were told at the time you booked the holiday. You may want to complain to the Association of British Travel Agents (ABTA) if the tour operator whom you booked your holiday with is a member the association.
I have booked a package holiday and the tour operator want to change the departure date. Can they do this?
The tour operator cannot do this without your consent, as they have agreed the dates you selected to travel. Make sure you have a look at the terms and conditions to see if you may be entitled to your money back and compensation if they cannot provide the holiday on the given dates.
I have bought a package holiday and the tour operator have told me that I cannot stay at the hotel I have booked as it will not be built in time. What are my rights?
If the hotel will not be built in time, then the tour operator whom you bought the package holiday from are responsible for this, as they sold the holiday to you. The tour operator should arrange alternative accommodation for you that is of the same standard as your original booking. You may also be entitled to compensation. This is because the tour operator has acted in breach of their obligation to reserve you accommodation at your selected hotel. Please make sure you check the terms and conditions you agreed to before perusing any complaint or action.
I have just paid a deposit for my summer holiday to Spain next year, but I want to cancel it as I would rather go to Greece, can I do this?
Unless the tour operator is at fault in some way, your deposit is normally non- refundable. Make sure you check your terms and conditions to see if this is the case. However, you may be able to get your deposit back minus a cancellation fee. You need to check this with the tour operator whom you booked your holiday with.
I have bought a package holiday and the tour operator has overbooked my accommodation. What are my rights?
The tour operator whom you bought the package holiday from are responsible for organising alternative accommodation that for you. This must be of the same/ similar standard or you may also be entitled to compensation. This is because the tour operator may have acted in breach of their obligation to reserve you accommodation at your selected hotel. Again, you should carefully read the terms and conditions.
I’ve booked a flight for next month, but I’ve just heard on the News that the airline have gone into administration. What can I do?
You may be able to claim the cost of your flight back through the ATOL scheme. You should contact ATOL for more information. It may also be worth checking any travel insurance you may have, as you may be able to get your money back that way. If you paid by credit card, and the flight cost more than £100, then you may be able to claim the cost of the flight back from your credit card company.
I booked a flight to visit friends and the airline have just contacted me and informed me that they have overbooked on my flight. What are my rights?
You may be entitled to compensation, as the airline has acted in breach of their obligation to reserve you a seat on the flight. However, they may offer you a seat on an alternative flight so you should contact the airline to check this if you haven’t already done so. As with all contracts you should always carefully read the terms and conditions as this situation may be covered and you may have agreed with the airline that this is acceptable.
I booked a flight and arrived at the airport to be told by the airline that the flight has been cancelled due to bad weather conditions. Am I entitled to compensation?
You may not be able to claim compensation. This is because the weather is something that is outside the control of the airline, so they are not responsible for compensating you. However, if you have travel insurance in place, you should check the policy to see if you can claim the cost of your flight back.