We have a complaint, how do we complain?
If a problem remains unresolved during your holiday, you should contact us in writing within 28 days of your return. Our postal address is Travel Collection, Customer Services, Kuoni House, Deepdene Avenue, Dorking, Surrey, RH5 4AZ or you can contact us by tours@travelcollection.co.uk. We will reply to you within 28 days of receiving your correspondence, as laid down by the ABTA tour operator code of conduct. Please include your 7 digit booking reference with any correspondence and as much information as possible, including any photographs or receipts.
I followed the above procedure for complaint, however on receiving a response I am unhappy with the outcome?
We certainly hope that we can settle any holiday complaints amicably. We, therefore, ask that in the first instance you contact us either by telephone on 01306 744545, or in writing if your complaint is more complex, to outline why you are unhappy and how you feel this matter could best be resolved. We will then ensure your case is reviewed as necessary.
I have a query after travel and wish to talk to someone?
We have a dedicated Customer Services number - 01306 744545 - which is manned Monday - Friday 9am to 5pm or, alternatively, has an answer machine for out of hours call; we will return your call as soon as possible.
My flight was cancelled/delayed - can I claim compensation/what do I do?
As a tour operator we do not generally offer compensation for flight delays, as responsibility lies with the airline. EU regulation 261/2004 details the compensation an airline is obliged to pay. However, as this is unlikely to cover all out of pocket expenses, the majority of travel insurance policies will offer some compensation for such situations. A FDC (flight delay confirmation) is needed from either the airline or your travel company and, therefore, we ask that you contact us with details of the delay in order that we can arrange this for you.
Lost Property - I have left something at the hotel/on the flight/on the transfer
Should an item of property go missing then we will endeavour to contact our suppliers to locate the item and return this to you. Please contact us and we will contact our suppliers for assistance. Should the item be found, we will try to return this to the UK free of charge, however in some circumstances this is not possible and a postal charge will be made. This will need to be paid before return of the item.
Should an item not be found, we will be happy to provide a 'To Whom It May Concern' form detailing the loss and the fact it was reported on your return to the UK, which is suitable for the majority of insurance companies, should you wish to make a claim.
On return from my holiday, I have received my credit card statement and I believe I have been incorrectly charged by the hotel/car hire company. What should I do?
Please contact your credit card company immediately to advise them that you dispute the amount on your card. This will allow them to place a hold on this charge while both we and your card company investigate. Please contact our Customer Services team and we will involve our accounts team and contact our supplier in order that we can try to reverse the charge.
We had booked an excursion but then become unwell, or were unable to take the excursion. Can I claim a refund?
Please contact us by one of the above means and we will contact our local agents/representatives in order to see if a refund can be obtained.