By far the most common complaints we receive concern the standards of a hotel, complex, resort or cruise ship and the consequence of a failure in those standards; holiday illness!
We confront how standards are assessed and reveal the real cost to the UK of returning holiday illness - a cost that no tour operator pays for (relevant in the so-called compensation culture argument?)!
We also challenge the growing trend in recent years; that of bullying holidaymakers away from making complaints!
It seems to us quite a simple concept; if you manage standards in a holiday destination - that does not mean settling a claim with a cash payment in resort - it means actually dealing with the root cause of the problem and providing a high standard quality product, you reduce the potential for complaints and also the prospect of having claims made for a failed holiday.
You would be surprised how this obvious fact appears to have escaped many travel companies!
Have you ever wondered about the life of a holiday representative? Sun, sea and airports make up part of their daily live's, but the other side of the coin is having to deal with the variety of Consumers and their problems. We have all experienced the rep greeting you at the airport, checking you into your hotel and welcoming you at their party, all designed to introduce you to local life an... READ MORE 24 May 2012
The volume of holiday complaints over the Christmas and New Year period did not lessen. Our helpline has been inundated with calls from anxious travellers detailing problems with significant change, poor hygiene, Giardia, Salmonella, Cryptosporidium, price changes, fraud, assault, abandonment by tour operators, financial collapse, in all, a dire experience for many Consumers! It is also an in... READ MORE 28 January 2012
This major article first appeared within our own Travel-Zine - Get'Away - Your Route to Travel Rights. It attempts to calculate the cost of returning holiday illness to the holidaymaker, the NHS and British Industry. It was discovered that the cost to the Nation could be as high as £222m. The annual personal cost to holidaymakers on their return is calculated at £12.5m and the annual cost to th... READ MORE 23 May 2010
At this time there are many sick, angry and in some cases very frightened holidaymakers, having experienced the worst of a Traditional Package or so-called DIY Package Holiday. The dignity in the face of such adversity, displayed by holidaymakers suffering with holiday illness, complaints or claims is to be acknowledged and applauded. This past 3 weeks, our helpline has been inundated with ca... READ MORE 27 September 2009
We recently heard from a holidaymaker who had suffered with serious illness on his holiday. He remains seriously ill. He was not the only one and he also became aware that other holidaymakers before him had also become ill. When he returned home he did what most holidaymakers do, he wrote his letter of complaint to the tour operator. This tour operator has been established for many years an... READ MORE 9 February 2009
The other day we heard of an outrageous reaction to holidaymakers who reported to their rep that they were ill (there were others apparently ill at the resort). The reaction from the rep? The holidaymakers were ordered to leave the resort! The second story brings to it another element of pressure. There is a hotel in Mexico, which according to holidaymakers we have been speaking to, present... READ MORE 13 October 2008
Tonight, in a far off holiday destination, there is one very frightened family! Why? Well, they have had the temerity to complain about the failures within their holiday contract, oh, and they and their fellow holidaymakers, are also suffering with holiday illness or sickness. Their reward? They have been provided with their own shadows; they are being observed and followed by the hotel sec... READ MORE 11 July 2008
The Lead Article in the latest edition of Get'Away raises important questions on standards holidaymakers may expect to receive in holiday contracts. This follows on from the continuing publicity of the Corfu Carbon Monoxide deaths, and the regular contact we receive from holidaymakers. We ask why is action not being taken to protect the ordinary holidaymaker in contract? To view the An Urgent... READ MORE 10 May 2007