When things go wrong

Insurance

Holidays Allover strongly advise you take out travel insurance before you embark on your next trip... and we can help by providing a choice of comprehensive insurance policies that are available for any type of traveller. Your insurance depends on certain terms, conditions, exclusions (items not covered) and warranties (guarantees). It is important that you read your policy carefully to ensure you understand its contents.

Listed below are some of the more common occurrences, and the answers. If you have any other questions... Contact us

You have a complaint against a travel operator

The first thing you should do is discuss the problem with your travel operator's representative while you are still at the resort, or before your tour finishes etc. and get them to make a full report. By law, you are required to minimise your losses, so at the first sign of a problem, try to sort it out.

• Stay calm - even if your first complaint doesn't get a result straight away. Everyone responds better to discussion rather than argument.
• Keep a diary of events and write down everything you are not happy about. If possible, take as many photos and as much video evidence as possible. It may support your case later.
• Keep a note of the names of any holiday representatives or hotel staff you have spoken to, along with the dates and times of the conversations.
• Write down what action was agreed and what actually happened.
• If other holidaymaker's share your complaint, make a note of their names, addresses and phone numbers.
• Keep the receipts for any extra expenses you had to pay. You may be able to claim for out-of-pocket expenses as well as the loss of value and loss of enjoyment.
• Hold onto your tickets and the brochure containing your holiday details. The brochure should list the terms and conditions of the holiday contract, and you may need to re-read these after your holiday.
• If you are still not happy about the matter when you get back from your holiday, you will need to put your complaint in writing and send it to Holidays Allover.
• Keep copies of all letters and replies you receive... Holidays Allover will forward your complaint to the operator involved and work to ensure the solution is acceptable to all concerned.

Your suitcase is missing when you arrive at your destination

Report the missing item to the relevant airline authority as soon as you are sure it's missing, and get a Property Irregularity Report. If the airline finds your luggage, they should contact you to make arrangements to deliver your luggage to your accommodation... If they do not contact you either ask your holiday representative for help and re contact the airline authority at the airport you arrived at.

Your suitcase is damaged when you get back

You should report the damage immediately to the relevant airline authority and obtain a Property Irregularity Report. You will need this report to support your insurance claim.

You lose your passport in Australia

You should report it to the relevant Consulate immediately. They will arrange a new or temporary replacement passport for you. Your insurance policy may cover your expenses for replacing your passport.

You lose your travellers' cheques

You must contact the refund centre for your traveller's cheques - this information will be on the wallet your traveller's cheques came in. The refund centre will be able to arrange a refund within 24 hours.

You lose your money

You will need to report this to the local police station and get a report from them. You may need this report to claim on your travel insurance.