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Rise in holiday complaints feared
A “significant rise” in holiday complaints is feared due to customer misconceptions at the time of booking.
The claim came from the Co-operative Travel Trading Group as mainstream operators and their in-house agency chains started a post-Christmas price war.
CTTG says continuing consumer unwariness, a wave of holiday deals and the rising popularity of independently booked breaks, will combine to increase the risk of disappointment.
The independent group of more than 600 agencies and call centres has issued a check-list for consumers thinking of booking during the peak booking period.
CTTG chief operating officer Mike Greenacre said: “There are going to be great deals around and the travel industry will, in general, do a good job in meeting consumer needs but we want to ensure that holidaymakers know what they’re getting themselves into.
“In particular, the last 12 months has seen a significant rise in online holiday bookings which has brought with it, a new set of consumer problems.”
CTTG’s key holiday booking advice includes:
*Don’t expect five-star luxury at two-star prices. Standard of accommodation tops the holiday complaints list, often because people’s expectations are well ahead of reality.
*Don’t accept the holiday company’s description of the resort and accommodation without getting a second opinion, ideally from the travel agent’s “truth book” the D G and G Gazetteer or someone who’s been before.
*Don’t be fooled by free insurance offers. Check first that the policy provides adequate cover for your needs.
*Don’t go for the first quote you get on a holiday. Shop around and get at least three.
*Don’t believe that you’ll always get the holiday best suited to your needs at the major high street travel chains – they are part of bigger travel groups, who are out to sell you an “own brand” holiday.
*Don’t be complacent about consumer protection. Current legal loopholes means that you won’t always get your money back if you book independently and one of the companies you’re dealing with goes bust – several have in the last few months.
*Don’t neglect the small print – supplements and excess charges can add considerably to holiday costs and cancellation charges can sometimes come as a shock.
*Don’t be oblivious to health and safety issues in your destination country particularly in these turbulent times.
Report by Phil Davies
Phil Davies
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