holiday booking terms - if you have a complaint

Please also see clause 8 “Our Complaints Procedure”. This sets out how any unresolved claim or disputed matter (or other matter between us) may be dealt with if you or we wish to pursue it. Please in particular see the Special note to clause 8.

We do our best to give you an enjoyable, trouble-free holiday, but occasionally even the best laid plans can go wrong. If you have a problem or complaint about the overseas part of your holiday you must tell the Supplier, our local Agent or Representative whilst abroad as soon as possible so that it can be sorted out on the spot. If your complaint cannot be resolved there and then, you must complete a Report Form in the resort. You will be given a copy of this to keep. You must also tell the supplier you are complaining about. If you remain dissatisfied you must then write to us with full details, giving your holiday reference number and day time and evening telephone numbers within the following time of your return from holiday;-

(1) 28 days if your complaint or claim does not involve death, personal injury or illness or

(2) 3 months if your complaint or claim involves death, personal injury or illness.

As it is difficult and sometimes impossible to properly investigate a complaint if we are not told about it reasonably quickly, any compensation you may have been able to claim could be reduced or even lost altogether if you do not follow the complaints procedure set out in this clause.

In the event of a problem or complaint involving the negligence of any of our suppliers, subcontractors or agents (as opposed to any negligence on our part or on the part of any of our employees acting within the course of their employment) we cannot accept any liability if you do not report the complaint in resort in accordance with the procedure set out above and/or you fail to report the complaint to us in writing giving full details as set out above within 28 days or 3 months (as applicable - see above) of your return from holiday