Warning that Holiday Complaints can lead to Poor or No Compensation Without Advices!

The 2009 holiday season, despite the credit crunch, has started with the usual flow of holiday complaints; these include:

Cramped cruise cabins for families;
Low holiday deposit disputes;
Failure by ATOL/Insurance Companies/Credit Card Companies/ABTA to resolve payments following collapse of XL & Freedom Direct;
Pressure selling of holidays;
Insurance company failing to declare underwriter for 2 years;
Denial of Significant Change rights;
Poor or non-existent responses to holiday complaints;
Cleaners using the same cloths to clean toilets and bedroom furniture;
One toilet brush being used by cleaners for every toilet on the same landing;
Furniture not bolted down in a cabin on a cruise;
Exposed electrics;
Cockroaches in bedrooms;
Hotel room ceilings hanging down;
Mould in hotel rooms;
Building work;
Holidaymakers subjected to last minute hotel changes;
Holidaymakers exposed to solvents;
Holidaymaker suffered electric shock;
Rats;
Flies;
Failure to clean food spillages leading to fall;
Food served lukewarm;
Buffet food left open to elements;
Food left out for long periods;
Cooked and uncooked meat presented on the same trays;
Chicken served pink;
Meat served raw;
Salads not chilled;
Omelettes served runny;
Green swimming pools;
Severe long term diarrhoeal illnesses;
Severe anal infections;
Hospitalisation of holidaymakers upon return to the UK;
Salmonella.

The following are case study examples of recent cases:

Mrs A had booked a special holiday for herself and her husband to Madeira. On arrival they discovered that the conditions at the hotel were not what they paid for - rooms were dark, consisted of campbeds, one third of the facilities were open, unclean swimming pool - and meant that they spent the first 2 days of their holiday making complaints before being transferred to a new hotel at their expense! They lost 2 days of a seven day holiday. The tour operator refuses to make any offer of compensation!

Mrs B went on holiday to India and suffered serious illness due to poor facilities and poor food. She is still suffering several weeks following her return. She has made a complaint to the hotelier and tour operator - they have at this stage failed to acknowledge her correspondence!

Mrs C went with her family of six to Bulgaria. A combination of poor food and hygiene, meant that 5 out of the 6 of this group suffered with serious gastric illness from day 2 of their holiday. They were only able to enjoy the first day and a half of their 7 day holiday. There is a diagnosed illness within this family and one other has been hospitalised. The tour operator has offered the family £500 for a holiday that cost over £2000!

Mrs D went with her husband to Tunisia. Their holiday was subject to a change of accommodation on arrival at the airport. The hotel allocated was subject to major building and refurbishment work. There was no heating in their rooms and she suffered a minor injury. Complaints were ignored. They paid £1200 for their holiday and were offered £80 in compensation!

HolidayTravelWatch has earlier this year expressed its concern on poor levels of holiday compensation through its press release - ’Consumer Group warns on Holiday Compensation’.

Frank Brehany, the Senior Consumer Advocate for HolidayTravelWatch states:

“I make no apology for raising this issue again. It is time that Travel Consumers were treated to safe holiday accommodation, a good holiday product and either a proper response to holiday complaints or fair holiday compensation! Holidaymakers must consider any offer that is made very carefully; if you receive an offer, you should seek advice before accepting - remember, if you fail to do so, you cannot have two bites of the cherry!”

Contact Information

Frank Brehany

Senior Consumer Advocate

HolidayTravelWatch

Contact via E-mail