Consumerline - News

Advice to holidaymakers booking online - 06/08/2008

Holidaymakers have been advised to be careful when booking “do it yourself” holidays online.

Consumerline, the consumer helpline for the Trading Standards Service, has alerted consumers to the different levels of protection available when booking a trip over the internet.

Stephen Thompson, Manager of Consumerline, said: “There are numerous websites where you can find cheap flights and accommodation. Booking a holiday online is a great way of finding a good deal, as you can shop around and compare prices.

“However, consumers must also be aware of the risks. When booking a holiday online, ensure the tour operator or travel company is a member of ATOL (Air Travel Organisers' Licensing). That way, your holiday arrangements are protected.

“Arranging flights and accommodation separately, and booking directly with an airline or hotel, will reduce the level of protection afforded to you. For example, should a consumer book directly with an airline or hotel, which subsequently ceases to trade due to financial difficulties, they may not receive a refund and could find themselves stranded in a foreign country.

“Also, should there be cause to make a complaint about the accommodation during the course of your holiday, such as about the quality of food or low level of cleanliness, the consumer will have to deal directly with the management.

“It is also important to highlight that using an online operator to book flights and a separate company to arrange accommodation, rather than booking together as a package, will still afford consumers the same level of protection by the ATOL bond, should one or both companies cease trading.”

Stephen Thompson stressed that holidaymakers should always organise appropriate travel insurance and pay by credit card, when possible. He said: “Consumers can minimise the risk by arranging suitable travel insurance, and if possible, by paying at least the deposit by credit card. By using a credit card, the credit card company is usually jointly liable in the event of any breach of contract, or if the supplier goes out of business, provided the cost is over £100.

“The number of people who book 'DIY' holidays has increased significantly in recent years. While the vast majority enjoy their holiday without a hitch, it is important that consumers are aware of the different levels of protection available, when booking a trip online.”

If you have any concerns, or would like more advice, contact Consumerline on 0845 600 6262 or 028 9025 3900 (for those with free local calls as part of their phone package). Alternatively you can visit the Consumerline website. 

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