Consumer Direct, the telephone and online consumer advice service, has received over 10,000 complaints about holidays in the last year alone. Out of these, package holidays overseas, travel agents and accommodation overseas were the areas that caused the most consumer problems.

Flight delays, substandard accommodation and holidays not matching the brochure or online visuals can all cause problems for holidaymakers. However, being aware of your rights can help to take away some of the stress when things do not go as planned, and can help stop things going wrong in the first place.

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.

On 31st 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. Here are some tips on what to do before booking your holiday:

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.

If your complaint still hasn’t been resolved, call Consumer Direct on 08454 04 05 06 for clear, practical consumer advice, where callers are connected to specially trained consumer advisers. The service is also available online at www.consumerdirect.gov.uk

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