FAQ Answer

FAQ Answer

I have booked a flight inclusive package. My tour operator now tells me that my flight/accommodation/car hire/resort/special requests are not available and that I must accept a substitute arrangement or pay more money.

The CAA regulates travel organisers primarily in order to provide customers with protection against their insolvency, to ensure that they do not become stranded abroad or lose money paid in advance when a tour operator fails. However we have no mandate to regulate the detailed standards of service that tour operators or their agents provide, or to dictate and interpret Booking Conditions. If the company is in a trade association such as ABTA, the TTA or the Global Travel Group you should contact them for advice. If not you should contact Citizens Advice on 08454 040506 or visit www.adviceguide.org.uk

Consumer rights for Package Holidays are set out in the ‘Package Travel Regulations 1992’. Regulations 11, 12 and 13 relate to changes made before departure, and are enforced by Local Trading Standards Offices.


Problems with ATOL Tour Operators