2007
Consumer Direct, the telephone and online consumer advice service, is urging people to brush up on their consumer rights before they go on holiday.
08 April 2007
Flight delays, substandard accommodation and holidays not matching the brochure or online visuals can all cause problems for holidaymakers. Being aware of your rights can help to take away some of the stress when things do not go as planned.
Nationally, Consumer Direct has received 671 complaints about holiday clubs since the beginning of this year, (107 of these complaints were made to Consumer Direct Scotland).
Consumer Direct has received 10,614 calls about holidays and timeshares nationwide since the beginning of 2006, (736 of which were in Scotland).
Consumer Direct is on hand with pre-travel advice for holiday makers and tips on what to do when things do go wrong:
- If you have a problem whilst on a package holiday, bring it to the attention of the tour operator's resort rep immediately. If necessary, collect evidence such as photographs and statements from other holidaymakers.
- Contact the tour operator and send them copies of your evidence. Explain what went wrong and tell them what you want them to do. Do not give in if you are offered much less than you have asked for. Keep pressing for what you think is fair.
- If your complaint still hasn't been resolved, call Consumer Direct on 08454 04 05 06 for clear, practical consumer advice.
- On 31 December 2005, your E111 ceased to be valid. You will need a European Health Insurance Card (EHIC) to receive any healthcare that becomes necessary during your visit to an EEA country or Switzerland.
- Make sure you take out appropriate insurance and that it covers you if the airline or hotel goes out of business.
- Check whether tour operators selling package holidays are ABTA bonded. This means that if something goes wrong or the company goes bust, you should at least get your transport home.
- Double-check whether you need visas and apply for them in plenty of time before you travel so that you are sure to get them before you leave.
If you have yet to book your holiday, Consumer Direct advises:
- Look out for an approved code logo when you are choosing a travel agent so that you can be confident of fair treatment if something goes wrong.
- Look out for hidden costs. There may be extra charges in the form of airport taxes and supplements to pay.
- Think about paying for your holiday with a credit card. This may allow you to claim against your credit card company if something goes wrong.
- Always read the small print of your contract before signing on the dotted line. Cancelling your holiday may not be as easy as you think. Tour operators’ policies vary and you may not get your money back.
Consumer Direct is available six days a week on 08454 04 05 06. Callers are connected to specially trained consumer advisers.
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Media enquiries: Jean Mackenzie on 01851 822 300.
Notes to Editors
1. Consumer Direct is a government backed telephone and on-line advisory service managed by the Office of Fair Trading and delivered in partnership with local Trading Standard Authorities. Specially trained consumer advisers are on hand to provide anyone with clear, practical and impartial advice and equip them with the knowledge, tools and confidence to help resolve consumer problems.
2. Consumer Direct opening times are: Monday to Friday 0800 to 1830 and 0900 to 1300 on Saturdays, excluding bank holidays and public holidays. Consumer Direct is also available via Textphone on 08451 28 13 84
3. Calls to the Consumer Direct 0845 numbers are charged at no more than four pence per minute from a BT landline. Call charges from other landline providers or mobile phones may vary. Please check the rate with your phone provider.
4. The Consumer Direct service is available in England, Wales and Scotland and is delivered via 11 regional contact centres.
