Frequently Asked Questions

Please find below the answers to some of the more frequently asked questions, if you cannot find the information you require please do not hestitate to contact us.

You are in category: Complaints

  1. If I am unhappy about something, what is the complaints procedure?

    We make every effort to ensure that we deliver the best possible customer experience.  However we appreciate that there may be occasions when you feel it is necessary to raise a complaint. 


    If you have a problem or are unhappy with our service prior to travel please call us on 01565 654411 and we will endeavour to sort out the issue straight away.


    The contract(s) for your holiday arrangements is between you and the principal(s) or supplier(s), any problems or complaints which relate to the holiday arrangements should be addressed directly to them. If the problem occurs whilst you are on holiday, please report this to the principal/supplier or their local supplier or agent straight way. It is important that the supplier is given the opportunity to investigate and rectify the complaint. You may not be entitled to compensation or it may be reduced if you do not follow this procedure. 


    If you wish to complain when you return home, please write to the principal/supplier within 28 days of the end of your holiday giving your booking reference with them and full details of your complaint. You will see the name and address plus contact details in any confirmation documents we send you. We will of course assist you with this if you wish, please contact us (again within 28 days of the end of your holiday) by email at  or by post to Customer Services, MBL House, 16 Edward Court, Altrincham Business Park, Altrincham, WA14 5GL


    An acknowledgement will be sent within 14 days, please note that you should allow at least 28 days so that all issues raised can be properly investigated and addressed accordingly.


    If he matter cannot be resolved and it involves us or another ABTA member then it can be referred to the arbitration scheme arrange by ABTA. For further information about ABTA, the Code of Conduct and the arbitration scheme available to you if you have a complaint, contact ABTA, 30 Park Street, London SE1 9EQ. Tel: 020 3117 0500 or”

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