Half of holiday complainers ‘disgruntled with outcome’
Half the people who made a complaint about their holiday in the last three years were
left feeling disgruntled about the outcome, according to research by consumer advice line
Which? Legal Service.
One in ten holidaymakers surveyed had made a complaint about a trip in the last three years. Of these, a third found it difficult to complain while half felt fobbed off by the company or person they complained to.
Eight per cent had considered starting legal proceedings in order to get their
complaint heard.
The results come from a survey this July of 1,449 UK adults who had taken a holiday in the last three years about their experiences of making complaints about any aspect of their holiday.
Which? has released the findings today to mark National Complaints Day, which is being run by website ComplaintCommunity and this year takes the theme of holiday rights.
Which? chief executive Peter Vicary-Smith says: “We all look forward to our holidays, and the last thing anyone wants is to have to deal with problems when they’re supposed to be relaxing and having fun.
“Unfortunately our members tell us that they’re often made to jump through hoops when trying to complain to holiday companies, having to write multiple letters and struggling to get a response.”
It advises members to raise complaints in writing as soon as they happen and to be persistent if not happy with the response.
by Debbie Ward
Bev
Editor in chief Bev Fearis has been a travel journalist for 25 years. She started her career at Travel Weekly, where she became deputy news editor, before joining Business Traveller as deputy editor and launching the magazine’s website. She has also written travel features, news and expert comment for the Guardian, Observer, Times, Telegraph, Boundless and other consumer titles and was named one of the top 50 UK travel journalists by the Press Gazette.
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