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 licence holders or their retail agents provide and as such there is little we can do to help.
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 14 and 15 relate to problems in resort and are enforced by Local Trading Standards Offices.