We aim to provide the best service possible. We are a member of the Association of British Travel Agents (ABTA), membership number [W131X]. We are obliged to maintain a high standard of service to you by ABTA's Code of Conduct. If you are not satisfied with your flight or holiday please let us know as soon as possible. Complaints must be made in writing within 1 month of your return date. If you have special needs which prevent you from writing to us, then where possible, we will accept details of the complaint over the telephone. However, before complaining please refer to these Terms and Conditions and in particular to Section 5 on Limitation of Liability.
Complaint case files will be closed strictly 30 days after the date of final written correspondence once closed case files will not be re-negotiated or re-opened. We aim to resolve all complaints by ourselves but if this is not possible your complaint can be considered under a scheme arranged by ABTA, and administered independently by the Chartered Association of Arbitrators. We will give you details of this scheme if requested. The scheme does not apply to claims over £25,000 in total or more than £5,000 a person, or to claims mainly about illness or injury. To use this scheme you must contact the Chartered Institute of Arbitrators within 12 months of your return date.