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Have just returned home - FAQ's

Just returned home and have a question regarding your holiday? Then the answer might be here. If you still can't find what you're looking for after you've searched these FAQs, you can contact us and we'll get back to you as soon as we possible.


What should I do if my bag is lost, stolen or damamged? Answer


In the unlikely event that your bag is lost, stolen or damamged you must a complete a PIR form. A PIR (Property Irregularity Report) form can and must be obtained immediately from the airline's handling agent who will be located in your arrival airport (often in the baggage reclaim hall).


How do I make a complaint? Answer


In the unlikely event that you wish to make a complaint please telephone us on 0203 282 7684 or contact us via LiveHelp.


How long does it take to resolve a complaint? Answer


All complaints are usually resolved within 35 days, typically much sooner. When we pass your complaint onto a Tour Operator, airline or hotel, they are given 28 days in which to respond (as per ABTA guidelines). To read more about our complaints procedure please click here.

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