1. Understand the Purpose of a Holiday Complaint Letter
A holiday complaint letter is a formal way to report problems such as:
- Poor accommodation (dirty rooms, broken facilities, misleading hotel descriptions)
- Flight cancellations or long delays
- Misleading holiday packages
- Lost baggage or damaged belongings
- Bad customer service from airlines, hotels, or tour operators
- Health and safety concerns
A well-written complaint letter increases the chances of a refund, compensation, or corrective action.
2. Identify the Correct Recipient
Before writing, determine who should receive your complaint:
- Hotel Manager or Travel Agency – If the issue was related to accommodation.
- Airline Customer Service – For flight delays, lost baggage, or cancellations.
- Tour Operator or Booking Agent – If the package did not match expectations.
- Credit Card Company – If you need to dispute a charge.
Check the company’s website for the correct complaints department email or mailing address.
3. Gather Important Information Before Writing
Before drafting your letter, collect relevant details:
- Booking reference number
- Travel dates and location
- Hotel or airline name
- Names of staff members involved (if applicable)
- Receipts, booking confirmations, or invoices
- Photos or videos of the issue
- Emails or chat transcripts with customer support
4. Maintain a Professional and Polite Tone
Even if you’re frustrated, your letter should be polite and professional. Avoid aggressive or emotional language, as a respectful complaint is more likely to get a response.
🚫 Instead of: “This was the worst trip ever, and I demand my money back immediately!”
✅ Say: “I was disappointed with my experience and would appreciate a resolution.”
🚫 Avoid threats:
❌ “If you don’t refund me, I’ll take legal action!”
✅ Instead, say: “I hope we can resolve this matter amicably before further action is necessary.”
5. Start With a Clear Opening Statement
Begin with a direct statement explaining your complaint. Example:
“I am writing to formally report my disappointment with my recent holiday booked through [Travel Agency/Hotel/Airline]. The experience did not meet expectations due to [briefly state issue].”
6. Describe the Issue in Detail
Explain the problem clearly and concisely:
- What happened?
- When and where did it occur?
- How did it affect your holiday?
- Did you report the issue at the time, and what was the response?
Example:
“On [Date], I checked into [Hotel Name] in [Destination]. The room was significantly different from what was advertised, with a broken air conditioner, dirty bedding, and a noisy environment. Despite raising these concerns with hotel staff, no alternative room was offered, and no resolution was provided during my stay.”
7. Provide Supporting Evidence
Attach relevant documents, such as:
- Photos or videos of poor conditions
- Booking confirmations and receipts
- Screenshots of misleading advertisements
- Copies of emails or complaints made during your trip
8. Specify Your Desired Resolution
Clearly state what action you expect from the recipient. Possible resolutions include:
- A full or partial refund
- Compensation in the form of a travel voucher or hotel stay
- A formal apology
- An investigation into the complaint
Example:
“I kindly request a partial refund for my stay, as the accommodation did not meet advertised standards. Alternatively, I would appreciate a travel voucher for future use as compensation.”
9. Request a Response and Set a Deadline
Give the company a reasonable timeframe (e.g., 14 days) to respond. Example:
“I would appreciate a response within 14 business days outlining how this matter will be addressed.”
10. Include Your Contact Information
Ensure the company can reach you by providing:
- Full name
- Email address
- Phone number
11. End With a Professional Closing Statement
Thank the recipient for their time and cooperation. Example:
“Thank you for your prompt attention to this matter. I appreciate your time and look forward to your response.”
12. Sample Holiday Complaint Letter
[Your Name]
[Your Address]
[City, Postal Code]
[Email Address]
[Phone Number]
[Date]
Customer Service Department
[Hotel/Travel Agency/Airline Name]
[Company Address]
Subject: Formal Complaint Regarding Holiday Experience
Dear [Customer Service Manager’s Name],
I am writing to formally report my disappointment with my recent holiday booked through [Travel Agency/Hotel/Airline], booking reference [XXXXXX]. Unfortunately, the experience did not meet expectations due to [briefly state issue, e.g., poor accommodation, flight delay, misleading advertisement].
On [Date], I checked into [Hotel Name] in [Destination]. The room was not as described, with a broken air conditioner, dirty bedding, and significant noise disturbances. Despite raising these concerns with hotel staff, no alternative accommodation was provided, and the issue was not resolved during my stay.
I have attached photos and copies of my booking confirmation for your reference. Given the circumstances, I kindly request [state your desired resolution, e.g., a refund, compensation, or travel voucher].
I would appreciate a response within 14 business days outlining how this matter will be addressed. Please feel free to contact me at [your phone/email] if further details are required.
Thank you for your time and attention to this matter.
Sincerely,
[Your Name]
13. Follow Up If Necessary
If the company does not respond, follow up by:
📧 Sending a polite reminder email after a week.
📞 Calling customer service for an update.
📝 Escalating the complaint to a higher department.
Example Follow-Up Email:
“Dear [Customer Service Manager’s Name], I hope you are doing well. I wanted to follow up on my complaint regarding my recent holiday booked through [Company Name]. I would appreciate any updates on how this matter is being addressed. Thank you for your time and assistance.”
14. Consider Escalating the Complaint
If your complaint is ignored or unresolved, escalate it to:
- The travel ombudsman or a consumer protection agency
- The travel review website where you booked your trip (e.g., Booking.com, Expedia, Airbnb)
- Your credit card company (if disputing a charge)
- Legal action (as a last resort)
📍 UK Travel Ombudsman: www.abta.com
📍 EU Flight Compensation: www.airpassengerrights.eu
15. Final Thoughts on Writing a Holiday Complaint Letter
✅ Be professional – A respectful tone increases the likelihood of resolution.
✅ Provide evidence – Attach photos, receipts, or emails.
✅ Request a resolution – Clearly state what action you expect.
✅ Set a deadline – Expect a response within 14 days.
✅ Follow up if needed – Ensure your complaint is acknowledged.
Frequently Asked Questions (FAQs)
1. How long do I have to file a holiday complaint?
Most travel companies require complaints within 28 days of your return.
2. Can I get a refund for a bad holiday experience?
Yes, if your holiday did not meet the advertised standards, you may be eligible for a refund or compensation.
3. What if my complaint is ignored?
Escalate it to a travel ombudsman, consumer protection agency, or credit card company if necessary.
4. Can I leave a negative review?
Yes, but try resolving the issue with the company first.
Conclusion
Writing a holiday complaint letter professionally ensures that your concerns are taken seriously. By keeping your letter clear, factual, and solution-oriented, you increase the chances of receiving a refund, discount, or resolution. If necessary, follow up or escalate your complaint for further action.
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