2008
As thousands prepare to jet off for some half term sun, Consumer Direct North East is advising people what to do should their holiday not quite match the brochure.
Consumer Direct took nearly 500 holiday complaints from people in North East England last year, while the service nationally logged 14,000 complaints.
David Sayer, Head of Governance for Consumer Direct North East and Trading Standards Manager for Redcar and Cleveland Borough Council said:
'We receive hundreds of calls every year from people whose holidays don't live up to expectations. The key is to complain while you're there to give hotels and tour operators the chance to put things right. If you wait till you get home, it might be too late.'
So if the hotel's under construction, the 'short walk' to the beach turns out to be a half hour trek or the food causes major stomach upsets, Consumer Direct has a list of helpful tips to help you complain effectively.
Consumer Direct North East’s Top 10 Holiday Blues Tips
1. Take the holiday details with you, a copy of the brochure or any description you have of what facilities are included on your holiday
2. If things go wrong or the facilities promised in the brochure are not available make a complaint in the resort at the time of discovery
3. Make a note of the person you complained to, the persons name, date you complained, the time and what the nature of the complaint was, whether it was the Hotel manager or the holiday rep.
4. If it is possible take photographs of any problems, it may be uninvited creepy crawlies in the bedroom or the swimming pool being empty, any physical evidence may help you to complain when you return home.
5. Collect contact details of other holiday makers who have experienced the same problems, being able to provide evidence of similar complaints can also help
6. If the complaint relates to an illness, suspected food poisoning etc, make sure you see a doctor at the time of the sickness, ask the doctor to put something in writing about the nature of your sickness
7. If you incur additional costs if, for example your luggage doesn’t arrive on time then keep all receipts. Any costs must be reasonable, if they are too much then you may not get all your expenses back
8. Remember any offer of compensation made in the resort could affect any claim you make when you return home.
9. On returning home any complaint should be put in writing to the tour operator, pointing out the problems you had with the holiday and asking for a remedy within a specified time limit.
10. If you don’t get the response you want or the tour operator doesn’t respond, call Consumer Direct for further advice.
Advice and information on all consumer issues is available by calling Consumer Direct on 08454 04 05 06 or by visiting the website at www.consumerdirect.gov.uk
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Editor's Notes:
1. Consumer Direct North East is working in partnership with all 12 Local Authority Trading Standards teams across the North East, offering clear practical consumer advice. This covers the NETSA region (North East Trading Standards Association) which encompasses the following Local Authorities:
Darlington, Durham, Gateshead, Hartlepool, Middlesbrough, Newcastle, North Tyneside, Northumberland, Redcar and Cleveland, South Tyneside, Stockton and Sunderland
2. Consumer Direct North East, based in Redcar, was launched in May 2006. The service is the latest addition to the Consumer Direct network. There are now eleven regional operations in England, Wales and Scotland.
3. Consumer Direct is a telephone and online consumer advice service, managed by the Office of Fair Trading and delivered working in partnership with Local Authority Trading Standards. It provides clear, practical consumer advice to help consumers resolve problems and disagreements with suppliers of goods or services.
4. The service is delivered through contact centres across England, Scotland and Wales and is available to consumers via a single, telephone number and the Consumer Direct website (www.consumerdirect.gov.uk).
5. The information and advice helpline is available on 08454 04 05 06 from 0800-1830 Monday to Friday, and 0900-1300 Saturday, excluding bank holidays and public holidays.
6. To call a Welsh speaking Consumer Direct adviser, telephone 08454 04 05 05. Minicom users should call 08451 28 13 84.
7. Calls cost a maximum of 4 pence per minute from a BT landline. Calls from mobiles or other networks may vary. Your service provider may charge a minimum cost per call. The advice and information given is free.
8. Since it was first launched in 2004, Consumer Direct users have saved significant amounts of money through refunds, replacements and repairs.
Media Enquiries: Sue Gungaram T: 01642 495 681
