Citizens Advice highlights ‘poor practice’ when booking online and via social media

Citizens Advice is encouraging holidaymakers to check what protections are included within their package holiday booking amid ongoing concerns around flight costs and cancellations linked to fuel supply pressure.

New research highlights the impact of “poor practice” in the travel sector, specifically problems for consumers booking holidays online, particularly through social media.

Around 14 complaints a day are made to the charity’s consumer service about package holidays including issues like unexpected hotel changes, denied refunds and poor customer service. 

Of the 3,500 package holiday complaints made to Citizens Advice in the past year, more than two in five (42%) involved all-inclusive packages abroad. 

The largest portion (33%) of complaints related to substandard services, where the quality of the holiday fell short of what was agreed – such as hotels being misdescribed, bad food or unavailable facilities.  

Customer service failures made up 19% of complaints – with long phone wait times, ignored complaints and admin errors made by holiday companies reported.

A quarter of people who experienced an issue with a package holiday said they had feelings of stress, anxiety or upset, while 17% had to spend extra for daily expenses.

A third (33%) of those who experienced an issue said it was resolved, but required significant time and effort. 

The results came from a survey of more than 2,000 adults in April about their experiences with package holidays, including issues.

Chartered Trading Standards Institute chief executive John Herriman said: “This research highlights the real impact poor practice in the travel sector can have on consumers, specifically the problems for consumers booking holidays online, particularly through social media.

“Too many people are left out of pocket or dealing with stress when holidays don’t meet what was promised. What should be a time to relax and unwind can turn into the opposite.  

"While it’s vital consumers understand their rights, check the protections included and keep clear records if something goes wrong, businesses must meet their legal obligations and ensure they deliver the standard of service people have paid for - and resolve issues raised quickly.

“Strong consumer protection depends on both informed consumers and responsible traders.”

National Trading Standards eCrime Team national co-ordinator Mike Andrews added: “Package holiday scams can ruin more than just your bank balance – they can destroy hard-earned breaks that families have saved for all year.

“Criminals are becoming increasingly sophisticated, using fake websites, forged documents and social media adverts to trick consumers into handing over money.

“We’re urging people to take a moment to check before they book - research the company, be wary of deals that seem too good to be true and pay by credit card where possible for the strongest protections and best chance of compensation.

“A few simple checks can be the difference between a genuine getaway and a costly scam.”