Complaints Policy

While we strive to ensure that every part of your holiday goes smoothly and without hitches, sometimes things don’t go to plan, and this is often entirely out of our control.

Thanks to our collection of Original Services, including our 24-hour helpline and in-country Concierge service, we very rarely receive any complaints. Any small niggles can be swiftly sorted out by our dedicated team, and we have an all-hands-on-deck approach to larger issues that may arise during your holiday (think: the Iceland volcano eruption of 2010 or the Heathrow airport fire of 2025), resulting in quick resolutions. If you’d like to read first-hand reviews from some of our very happy clients, head to our client reviews page.

On the rare occasion that something does go wrong and you would like to make a formal complaint, please see details below on how to do so.

Complaints Policy

During Your Holiday

If something goes wrong while you are away, please follow the below steps:

  1. Inform the relevant supplier whose service is involved (e.g. your accommodation provider or excursion provider) and our local representative (whose details you will have been provided with before departing).
  2. Contact our local Concierge, whose contact details you can find in the Original Travel app.
  3. If none of the above can be reached, please contact our 24-hour emergency number on +44 20 7978 7333 as soon as you can.
  4. If the issue cannot be resolved locally and you wish to make a complaint, please send us full details of the problem in writing. This must arrive within 28 days of your return and should include:
    • Your booking reference
    • Your full name and contact details
    • Dates of travel
    • A clear description of your complaint
    • Names of any staff or representatives involved (if applicable)
    • Any supporting documentation

Contact details:

  • feedback[at]originaltravel.co.uk
  • 24-hour emergency number: +44 20 7978 7333

Please note:

  • If you do not report the complaint while you are on holiday, we will not have the opportunity to investigate and hopefully rectify the situation at the time, which may affect your rights.
  • Many of our trips take place in destinations where local conditions vary enormously, and the people we deal with on the ground may be less time-conscious or meticulous in planning than ourselves. While we will always do our best to ensure that the holidays we tailor-make go according to plan, we ask that those who travel with us do so with a spirit of adventure, in a positive frame of mind, and in good humour.

After Your Holiday

If you’d like to submit a complaint or issue after returning from holiday, please contact us within 28 days of your return date via one of the methods below:

  • Email your consultant directly
  • Email feedback[at]originaltravel.co.uk
  • Call our main office line: 020 7978 7333

If you do not report the complaint while you are on holiday, we will not have the opportunity to investigate and hopefully rectify the situation at the time, which may affect your rights.

What Happens Next

Once we have received your complaint, we will:

  • Acknowledge it as soon as possible (being an ABTA Member means we are required to acknowledge complaints within 14 days of receipt)
  • Investigate thoroughly, consulting relevant staff, suppliers or partners
  • Do our upmost to resolve the issue (if you are still on holiday at the time of complaint)
  • Provide a full response within 28 days (a timeline set by ABTA)
  • Aim to learn from any mistakes made by our team
  • Where appropriate, we may offer:
    • A written update or apology
    • Corrective actions or share our process improvements
    • A gesture of goodwill or compensation, in accordance with our booking terms and applicable regulations

Still Not Satisfied?

We are a member of ABTA (membership number Y5632) and so are obliged to maintain a high standard of service to you according to ABTA’s Code of Conduct. We can also offer you ABTA's scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can't resolve your complaint, go to www.abta.com to use ABTA's simple procedure. Further information on the Code and ABTA's assistance in resolving disputes can be found on www.abta.com.

For more information about your rights, please refer to our Terms and Conditions.

Compliments

If you only have good things to say about your trip with us (as many of our clients do), then we’d love to hear your feedback. Please get in touch via one of the methods below:

  • Email: feedback[at]originaltravel.co.uk
  • Email your consultant directly
  • Give your consultant a call – they’d love to hear the tales of your trip and re-live your favourite moments with you