We work very hard to ensure that we deliver the best possible customer experience before, during and after your holiday. However, we know that things can and do go wrong sometimes and we have a very proactive policy when this happens.
If you are unhappy about any aspect of our service before you travel then simply call us on 0800 876 0990 and speak to a member of the team who will be happy to help put things right. All our team members have authority to deal with complaints individually in whatever way they feel appropriate.
If you have a complaint whilst on holiday then you must raise it with your tour operator's representative or, in the case of a DIY package, call The Travel Wizard Customer Support number provided with your final documents.
If you return from holiday and have a complaint about anything then feel free to call us on 0800 876 0990 to tell us about it. If you would like us to take up your complaint with an airline/tour operator then you must put it in writing to us (e-mail is not acceptable) at Customer Care Team, The Travel Wizard, Jarman House, 40-42 High Street, Redbourn, Hertfordshire, AL3 7LN. You should do this within 21 days of your return.
We will confirm receipt of your complaint and keep you updated on communications from the airline/tour operator involved.
All complaints will be dealt within 28 days as per the guidelines specified by ABTA.