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If you're planning to travel abroad or booking a holiday, it makes sense to deal with a reputable operator belonging to one of the professional travel organisations which follow recognised procedures in the event of complaints or problems.
The Association of British Travel Agents (ABTA) provides an arbitration service if a dispute arises with one of its members. However, if you use ABTA and find that you are unhappy with the outcome, you may not then be able to take further legal action against the travel agent. Similarly, the Association of Independent Tour Operators (AITO) offers an independent arbitration service if you have a complaint against an AITO member. But note that AITO will charge you for their services.
Companies selling air travel in the UK are required by law to hold Air Travel Organiser's Licences (ATOLs) which guarantee certain rights to passengers. This protection will be included in the price of your flight if you book through an ATOL holder. The Consumer Advice pages of the Civil Aviation Authority website has useful information explaining what ATOL (Air Travel Organisers' Licensing) protection means to you.
For further information on your rights as an airline passenger, visit the website of the Air Transport Users Council (ATUC), which is the consumer watchdog for the airline industry. Here you can also find out how to complain if you're unhappy with the service you received. ATUC may even take up your case if you've been badly treated by an airline and are not satisfied with the way your complaint has been handled.
The Trading Standards Institute (TSI) website gives useful general advice on all aspects of holidays and the law and on how to complain. The site also has specific advice for travellers with disabilities covering topics like insurance, holiday helpers and facilities you might need if you are flying. It also includes some useful contact numbers.
There is detailed information on package travel contracts and your rights, as well as advice on how to complain about your travel organiser, on the Department of Trade and Industry website.
The Civil Aviation Authority Authority (CAA) is the UK's consumer watchdog for the airline industry.
For specific advice on package holidays see the Ukorbit Package Holiday Advice page.
The UK Passport Agency gives details of what sort of passport you will need for your trip, and information on how to get a new passport or renew an old one. Currently this site does not provide an online service. Passport application forms must be printed off and posted.
Never travel abroad without insurance. Your credit card accident cover, home insurance, or private health cover are unlikely to give adequate cover for travel insurance. The cost of policies varies widely. You are under no obligation to book your insurance with your travel agent or tour operator so shop around to find a good price and the right product - bearing in mind that a cheaper policy is likely to provide less cover.
Make sure that your policy covers you for the following:
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comprehensive medical, hospitalisation and repatriation cover |
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personal accident - money paid on death or permanent disability |
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personal liability - for injury or damage to others and their property |
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all activities - including any hazardous sports you plan to participate in |
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possessions cover, including money and documents to specified limit |
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legal expenses - to help you pursue compensation for damages in the event of personal injury |
Your policy should cover the whole period of time you plan to be away. Carefully check all the conditions and exclusions. If you are in any doubt, contact your insurer to find out exactly what cover you have. Disclose any pre-existing medical conditions that may affect a possible claim.
Some insurance companies insist that you call their assistance company as soon as possible after a problem arises, so ensure that you take your policy number and the 24-hour emergency number with you. Be sure to keep as much paperwork as possible - tickets, receipts, medical bills, police reports etc - as evidence to help prove that what you're claiming for actually happened.
The Foreign & Commonwealth Office runs a special campaign - Know Before You Go - to help British travellers prepare for trips abroad. Check their site to get the latest information (including possible terrorist alerts) for your destination.
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Check to see if you need to take any extra health precautions. The Department of Health website gives latest health warnings and updates from around the world. |
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The Food Standards Agency gives guidelines regarding food safety precautions for travellers. |
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Find out what vaccinations you need to take in good time for your journey (allow at least 6 weeks) |
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Get travel insurance and make sure that your cover is appropriate. |
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Get a good guidebook and get to know your destination. Find out about local laws and customs. |
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Ensure you have a valid passport and necessary visas. |
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Make copies of your passport, your insurance policy plus 24-hour emergency number and ticket details; leave copies with family and friends. |
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Make sure your travel agent is an ABTA or AITO member. If you are flying, make sure your holiday package is ATOL protected. |
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Take enough money for your trip and some backup funds e.g. travellers cheques or credit card. |
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Leave a copy of your itinerary and a way of contacting you (such as a Hotmail e-mail address that you can check regularly), with family and friends. |
You should be aware of the risk of indiscriminate terrorist attacks in public places anywhere in the world. Be vigilant, and take sensible precautions.
See the Foreign and Commonwealth Office website for latest information and UK Resilience - a portal site providing specific UK government advice and guidance on contingency matters for the UK public. Countries which the FCO currently advises against travelling to.
UK Orbit Travel page
The Air Transport Users Council is the UK's consumer council for air travellers, with advice on lost luggage, special needs, complaints procedures, etc.
Visit UKOrbit's Consumer & Advice Centre for further help and information.
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