We want your help to improve our service to be the easiest way to travel with outstanding customer service – that’s why we guarantee to deal with your feedback within five working days.
We welcome your thoughts and we’re committed to dealing with you fairly.
What to do
So that we can help you, please provide as much information as possible within ten days of travel. There are some prompts below. Helpful information would include date, time, location, details, any action taken at the time and any action taken since.
All complaints regarding any part of our service will be responded to within 5 working days of receipt. If you are unable to write or email, we will be happy to hear your complaint over the phone. Simply call us on 0333 999 7333, Monday to Friday 09:00 – 18:00 and weekends 09:00 – 17:00. Full details will be required.
Electronically store your feedback in accordance with data protection legislation.
Complaints will only be stored for a maximum of three years.
Not use your data for marketing purposes.
Not share your details with staff you feel have let you down.
Will deal with your feedback within 5 days, please allow a few more days for weekends and bank holidays.
Let you know your feedback has been received with an automatic acknowledgement.
Let you know if we need more time to consider your feedback.
Look at your feedback fairly, we don’t take sides.
Suspend legal or debt recovery action while an issue is being investigated.
If we haven’t been able to help you
We’d be disappointed but you can contact our Head of Customer Experience, who will be in touch within 10 working days of receiving your letter.
Ombudsman for unresolved complaints
There is no ombudsman service for complaints concerning quality of service or staffing issues. However, if your complaint relates to your rights under EU Regulation 1177/2010 concerning the rights of passengers when travelling by sea and inland waterways, then you may contact ABTA by emailing [email protected].
You must have first attempted to resolve your complaint by contacting us directly.