ABTA Avis 745

If i had not asked ABTA to take up my complaint against Awaze vacations,i would not of recieved the full refund i got.This awful company will never be used by us again,Awaze Vacations have no compassion or flexibility when there is a very legitimate reason to ask to rebook a holiday or recieve a full refund,considering we had a bereavment in the family.They initially gave us £12.75 back,from a total of £305,disgusted by this.I would urge people to be extremly careful when booking with this terrible company,in fact i would advise people to boycott them,there appalling so called customer service,there terms&conditions are atrocius.ABTA did us proud,never expected to be succesful obtaining a full refund from this greedy company,check out feedback on them&then you will understand what i mean,BIG thankyou to ABTA.

Nothing was too much bother . They explained everything, that was necessary and I was able to understand exactly what was happening. Lana was excellent regarding everything.

The speed in which my complaint was dealt with very impressed.

Following a poor response to our complaint by easyJet holidays who failed to investigate properly and belittled the problems we had experienced I approached ABTA. Subsequently easyJet settled our claim in full.

I wanted to ask a question about the timing of final payments for holidays booked but ABTA make it impossible to get through to them unless you have a registered complaint!!!!
I don't have a complaint, I have a question relative to rules about final payments if there are any.
Thanks for nothing!!!!!!!!

ABTA did contact me following my review and provided the answer to my question so I've given them 3 stars now.

ABTA helped me to resolve my issue with Easyjet holidays where the hotel that we stayed in in April 2025 was undergoing some serious construction works and lots of areas were not available for us to enjoy during our stay.

We took a villa holiday with Jet2, villa a was not up to the standard we expected for the price we paid, we had 4 days which were more like Faulty Towers, lack of cleanliness, bedding that did not fit the beds (duvet cover) as bottom sheet which did not fit the bed, cracked window, windows where double glazing had blown, dirty washing machine full of wet towels and bedding, Air Fryer with previous occupants food in it, filthy kitchen bin with rancid food in the bottom. We had to clean the floors as we had a toddler with us and couldn't risk her picking up bits off the floor. BBQ area had not been cleaned and pool area had discarded plastic cups, newspaper and dirty rags. Cleaner was called back to sort out the outside, not with much effect, after she left we had no hot water, after contacting Solmar Villers, we were told to look to see if the cleaner had removed the plug for the water heater, she had, but had plugged the vacume cleaner plug back in instead of the water heater, so no hot water for rest of the day and over night. We then had a flood in the kitchen, plumber was called, septic tank was full and had backed up the water causing the flood. So on the hot afternoon the day after we were subjected to the unpleasant task of having the tank emptied, not pleasant. We contacted Jet2 on our return, they offered £400, on a holiday costing over £17,000. We contacted ABTA filled out the forms last October, they contacted me in January asking for all correspondence received from Jet2 which I sent to them, since then I have heard nothing, I messaged them about 3 weeks ago, still nothing back, what a waste of time, August 10th 2025 will be 12 months since our holiday.

We complained repeatedly to TUI regarding our hotel not being ready (family travelling 2 days prior had already been contacted with options due to major building works not being completed in time). TUI kept insisting the hotel would be ready, and they would update us with any issues. They could not give a date of the "update", and refused to change our holiday, despite dated photographs and videos of the major building work. I filed a dispute with ABTA, and received a call from TUI head office within 48 hours allowing us to move our holiday. The hotel reopening dates have been changed again (to after our holiday). Thanks to ABTA it saved us a few days of stress, as we have had a few days to prepare for our new holiday instead of a last minute panic like the other holiday makers going to this hotel. They are only giving people a few days notice on a week by week basis. (Up to date information on the hotel facebook group).

ABTA only had to fire a warning shot to our travel company Travel house, and our complaint was resolved very quickly after years of delay. Thanks ABTA.

The travel company, Cunard / P&O continually tried to argue that the our benefit did no apply inless we bought another product. With ABTA Help this was negated.

I approached ABTA under 298661 in good faith for help with a dispute involving Thomas Cook after my holiday was booked as All Inclusive but wrongly confirmed as Half Board. Despite providing clear evidence, including screenshots, email threads, and details of the issue from the time of booking (17 March 2025), I feel like my complaint wasn’t handled with the seriousness it deserved.

Thomas Cook gave a vague response that essentially blamed me for a website “refresh,” despite them also acknowledging there could have been multiple interactions between the time of the screenshot and confirmation — which to me indicates a possible fault on their end. ABTA accepted their explanation without challenging it further or properly investigating my side.

After weeks of stress and correspondence, ABTA sided with the company, and now I’m left with a holiday I didn’t book, no accountability from the travel agent, and no real consumer protection.

I’m so disheartened and expected more from a body that promotes itself as protecting holidaymakers.

We had 2 suitcases damaged on a cruise on Feb past. One case had a hole in it and a wheel missing, other one had three cracked wheels. Contacted customer service cruise company were only prepared to offer £100 to replace the 2 cases. After speaking to customer service again to say I felt this was not enough, as the cases were of a set of luggage which I cannot match up, and will have to buy a whole new set of luggage, the answer was still the same £100. I decided to take the matter to ABTA who accepted to look at the case for me. I am pleased to say the case has been resolved in a satisfactory manner. Only for ABTA’s intervention this would not have happened. Thank You very much ABTA

Good job in the end by the ABTA arbitrator

Travelled for years (decades) with confidence if anything went wrong. Had a problem and complained to them after holiday company closed my complaint. Spent ages filling in the forms etc. Holiday company wouldn't change decision. Told option was to go to court. ABTA seems to have no power. Just wasted all my time. Perhaps the website should simply say "Go to court" would have saved me lots of effort. Really disappointed.

Have always booked package holidays as was reassured by the ABTA protection.
However, after needing them recently (against Hoseasons not an expensive holiday abroad) now don't understand what they actually "protect" and no doubt the holiday companies know this too!
Had an issue with Hoseasons. Escalated to ABTA.
Hoseasons replied denying the matter. Abta just asked if I was satisfied and wanted to close and if not reminded me I was responsible for costs !
So they have offered no advice, or helped in anyway. Apparently I am misunderstood and they don't enforce anything or advise on anything...so what's the point?
Apparently they can assist with ADR and court if I pay....well I can do that myself!
So in future I'll book all my holiday elements separately because as a lay person I don't understand what they actually do?

What an absolute disgrace of a company and Hunt who carry out arbitration are just as bad. Hunt did not even address my whole complaint and basically have condoned smoking drugs around a children’s pool as it is legal in Florida. This is actually laughable. Hunt also agree that the holiday company should keep monies from the accommodation we were forced to leave and we are not due any monies. I intend to appeal and I am going public with this just to high light how corrupt Hunt are. ABTA you should be ashamed to use such a company.

Took what I thought was a cast iron case to ABTA still cannot believe they found in favour of the travel company. I paid for services that were not provided and couldn't get a refund

Seems to be deliberately designed to place customers who have been treated unfairly in Dante's Fifth Circle of Hell by dealing with claims incompetently, refusing to review evidence, refusing to respond, and not following their own process

EDIT 10/03/25: I will not be removing my review, as I have explained to you multiple times, my complaint is about American Express Travel and not the airline. You accepted the complaint, were mediating from July 24 - January 25, and then all of a sudden decided it wasn't one you could help with.

I used them for an issue with a Wowcher holiday company they use called Travelodeal and it seemed to be the push they needed to refund my money.

Used ABTA to resolve a cruise complaint.
Initially the cruise company had offered me a voucher for £100 for having no cold water in my cabin for 5 days. I didn’t find this acceptable as I couldn’t shower because the water was boiling. I had to put hot water in the sink to cool to wash. As it was a disabled cabin I think they let me down as I relied on that shower with a seat.
I had complained to customer services on the ship immediately & was told it would be fixed. It wasn’t so I told the Steward. It was not fixed at all. So I refused the compensation from them.
I followed the rules by making a complaint to the cruise company but when they declined my counter offer-I contacted ABTA.
I thought that £250 which worked out at just £50 a day was more acceptable.
I used the ABTA online form.
The site is easy to use.
I uploaded documents as requested. ABTA contacted the cruise company-arbitration.
ABTA kept me updated & finally the cruise company has accepted my proposal of £250 in vouchers.
I’m very pleased ABTA was there for me.