Know Your Rights
whilst on Holiday
not going to go into to much detail but a few people have been writing
after their holiday to say, thankfully, that their holiday here was one
of the best and "could have been perfect, if only ......" That is to
say, something small, sometimes not so small, was wrong and spoilt an
otherwise ideal holiday. So, a little help here to get things put right
if they go wrong. By the way, if any holiday reps are reading this
thinking I'm just going to make your job harder, sorry but that's the
job. I myself am a holiday rep and it's part of my job and in the end
it makes things a lot easier for everyone.
you know - If you book a package
holiday here with a tour operator, they are responsible for what
happens to you, not the hotelier, not the manager of the apartment
complex or anyone else, it is the tour operator who looks after you and
ensures you get the holiday you paid for. If there's a problem, an
accident, a disaster or simply a dripping tap, the tour operator
provides you with the services of a representative to make sure matters
are resolved to your satisfaction as soon as they are discovered.
if you find a faulty tap,
electrical appliance, a window that won't close properly or anything
else that looks dangerouse or likely to spoil your enjoyment of your
holiday, tell your rep! It may just be a simple maintenance problem,
easily fixed, in which case you could tell reception first and they
fix it in minutes. However, when you next see your rep, if the
problem's still there, tell him/her. They are then responsible for
chasing up the matter, not you. You should just be able to relax and
get on with enjoying your holiday.
you know - What it says in the
brochure is what you should get, that's the law (in the UK at least).
Strict guidelines have to be followed and tour operators take great
care to make sure their brochure description is not misleading and
ensure it is 100% accurate. If there is something in the brochure
that's not available, you should be told in advance and offered the
chance to cancel your holiday with a full refund, maybe offered an
alteative. Take the description with you and if you don't agree with
the description, tell your rep. Do not wait until you get home and have
a look then and write a letter after your holiday, it's too late. You
MUST bring to the attention of your rep anything you disagree with.
They are then allowed the chance to put things right. If they can't put
things right for you, one of two things should happen.
They offer you an alternative or
money, as compensation. If you agree with this you will be asked to
sign a waiver to say the problem's fixed and you're happy.
The problem is not fixed to your satisfaction - you fill in a
holiday report form (get one from your rep) saying what happened and
why you are not happy. The rep will sign it with you and keep all but
one copy, the one you get to keep. In this case, it may take time for
the tour operator to solve the problem, that it can't be resolved
whilst you are on holiday.
3)You should then write to your tour operator
when you get home & enclose a copy of the report form. They
will then decide if they can offer you either compensation or an
explaination why they can not be held responsible. If you're still not
happy with their response then you can seek legal advice but make sure
you have that holiday report form.
Basically, if you're not happy for
whatever reason, tell your rep.
Give your rep a chance to put
things right for you
- Tell your rep is something where you're staying looks unsafe
- Wait until you're at the
airport on your way home to complain to your rep
- Keep asking reception/maintenance to sort a problem out.
them once only and tell your rep