Complaints Procedure

Directline Holidays is very proud to say that we receive very few complaints. In the unlikely event that you have reason to complain we offer the following information and procedure for lodging your dissatisfaction with our Customer Relations team.

We always recommend that customers contact the number found on their accommodation or transfer voucher should arrangements not be as expected upon arrival at their place of stay. This should also be the case if problems occur during your stay. Alternatively our Customer Services team can be contacted during opening hours. We recognise that it is best for our customers if we can resolve any issues while they are abroad so that once solved, you can continue to enjoy the rest of your holiday.

Should you wish to complain upon your return home, then our Customer Relations team can investigate and respond to your post travel complaint. We only accept post travel complaints in written form, and this is so that we have the details in your own words along with any photos and receipts you want to send in.

To submit a post travel complaint please use the following contact details:

By post:
Customer Relations
Directline Holidays
No. 1 Croydon
12-16 Addiscombe Road
Croydon
CR0 0XT

By email:
letters@directline-holidays.co.uk

Our Customer Relations team aims to respond to complaints received within 28 days. Where possible, and in many cases, we are able to respond much earlier.

If your complaint relates specifically to a holiday undertaken with another tour operator, and Directline Holidays is acting as an agent, we can pass it on to them on your behalf. In such cases your tour operator may choose to respond directly to you.

We are a Member of ABTA, membership number D6770. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you an arbitration scheme for the resolution of disputes arising out of, or in connection with this contract. The arbitration scheme is arranged by ABTA and administered independently. It provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on you in respect of costs.  The scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking form. Neither does it apply to claims which are solely in respect of physical injury or illness or their consequences.   The scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,000 on the amount the arbitrator can award per person in respect of this element. Your request for arbitration must be received by ABTA within twelve months of the date of return from holiday. Outside this time limit arbitration under the Scheme may still be available if we agree, but the ABTA Code does not require such agreement. For injury and illness claims, you can request the ABTA Mediation Procedure and we have the option to agree to mediation. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.