If Things Go Wrong

If Things Go Wrong

We always aim to provide you with the best possible holiday but realistically sometimes things do go wrong.

If a problem should arise during your holiday, please inform the relevant suppliers (for example, hotel staff) and our Tour Leader immediately who will endeavour to put things right on the spot.

If you fail to follow this procedure, we will have been deprived of the opportunity to investigate and rectify the complaint whilst you were on the holiday and this may affect your rights under the holiday contract between us.

If your complaint is not resolved adequately locally, please follow this up within 28 days of your return home by writing to our Customer Relations Department, giving your booking reference and all other relevant information.

Please keep your letter or email concise and to the point. This will help us quickly identify your concerns and speed up our response to you.

Your claim will still be accepted later than 28 days but this impedes our success in its investigation.

See out Conditions of Booking for further advice.

 

Alternative Dispute Resolution

RWH Travel is a member of ABTA, The Travel Association, our membership number is V5094. We seek to maintain a high standard of service to you and, as ABTA members, we are bound by ABTA's Code of Conduct.

In the event that we are unable to satisfactorily resolve your complaint through our Customer Relations Department, ABTA's Alternative Dispute Resolution (ADR) schemes offer the opportunity to have your complaint considered by an independent arbitration and conciliation service.

You can also access the European Commission Online Dispute Resolution (ODR) platform. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.

The above ADR and ODR schemes apply only to services supplied by RWH Travel Ltd and does not apply to services featured on this website which are provided by Ageas Insurance Ltd or any other company.

See out Conditions of Booking for further advice.

 

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