Travel Question of the Day: Simon Calder on how to complain about online travel agents

Have a travel question that needs answering? Ask our expert Simon Calder

Online travel agents: Buyer beware

Q Is there a regulator that the general public can contact to make a formal complaint about online travel agents?

Annie Maguire

A Sadly, no. In the olden days - say 20 years ago - it was very difficult for British holidaymakers to book other than through UK-based companies, which were almost invariably members of the trade association, Abta. So in the event of a problem, you always had recourse to Abta. The internet has meant there are far more companies competing for your money. In theory that’s a great development, promising better value for travellers. In practice, though, many holidaymakers fall foul of online travel agents who may not have the traveller’s best interests at heart. Many agents are based abroad, and a significant number outside the EU - making any kind of legal claim difficult. A travel ombudsman is sorely needed, but meanwhile it’s a question of “buyer beware”. While I sometimes use online travel agents that have been recommended by other travellers, generally I prefer to book face-to-face or on the phone with agents based in the UK.

Every day, our travel correspondent Simon Calder tackles readers’ questions. Just email yours to s@hols.tv or tweet @simoncalder