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What is your complaints policy?


Before you leave:

We’re sorry to hear you’re unhappy. Please use the link on this page to send us details of your concerns or call us on 0344 493 4005. Our team will review your points with you and escalate through our management team if they’re unable to fix things for you.

Once you’re home:

In the unlikely event you have a reason to complain whilst away, you must let the supplier of the service in question (if it’s not us) or the Guest Services team onboard know immediately. This ensures we can make things right while you’re away. If you’re unhappy with the resolution we provided onboard, please use the link on this page to send us further details or call us on 01932 834119.

Note: you must give your booking reference number and full details of your complaint within 28 days of your return from holiday. We will only accept complaints from the lead name on a booking. If your complaint is written on behalf of other members of your travelling party, their full names and booking reference numbers must be clearly stated in the correspondence together with their authority for you to handle the complaint on their behalf.

Further options:

Any dispute between us, which cannot be settled by agreement, may be referred to the Association of British Travel Agents (ABTA) Arbitration scheme which can be used for disputes relating to alleged breaches of contract and/or negligence claims or the Association of British Travel Agents (ABTA) Conciliation Scheme which can be used specifically for disputes relating to personal injury and sickness, full details of both may be found at www.abta.com.

Please see our full Booking Conditions for further details.

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