Holiday Spats: Reps report Britons' top holiday complaints

Many of us will have had reason to complain on holiday, but very few of us know how to go about it according to Halifax Travel Insurance.

A new survey of holiday reps across Europe, commissioned by Halifax Travel Insurance found four out of five (82%) complaints received by holiday representatives relate to accommodation, with the majority of complaints relating to the accommodation not matching up to the holiday brochure or website description.

The top five complaints received by holiday reps are:

Problems with accommodation
Noise pollution
Problems with building work/construction
Quality of the food
Complaints about organised excursions

Complaints range from rooms sold as self-catering units furnished with only a saucepan and spoon, to rooms infested with cockroaches. Noise pollution and building work generate huge numbers of complaints for harassed holiday representatives.

It also seems British holidaymakers are becoming increasingly vociferous and reps are now bearing the brunt of their frustrations. Over three quarters reported being shouted at and verbally abused by stressed holidaymakers, while a third have been physically threatened. One poor holiday rep reported being pushed into a hotel pool by an irate holidaymaker.

Holiday representatives also report that many tourists don't know what to do if they fall victim to theft abroad. One-in-five (20%) British holidaymakers are not aware that a police report is required to validate any insurance theft claim. A staggering 3.5 million British victims of theft abroad in the last five years failed to obtain a police report from the foreign authorities and £1.5 billion worth of items were not covered as the holidaymaker either had insufficient or no travel insurance.

Two-thirds of holiday reps have been forced to deal with situations where holidaymakers required medical treatment, but did not have travel insurance or a European Health Insurance card. They have been called on to find cures for such diverse ailments as jellyfish stings, llama bites and even an allergic reaction to a camel. Reps report difficulties arranging medical treatment for holidaymakers who have failed to take out insurance and who are left with significant medical bills after treatment abroad.


Paul Birkhead, Underwriting Manager for Halifax Travel Insurance, commented: “Holiday reps have a difficult job juggling the various demands of holidaymakers, but they can be an invaluable resource if problems arise. The first port of call when on holiday should always be your travel rep who will be a useful source of help, advice and handy contacts. However, we would urge holidaymakers to take details of their insurer on holiday in case they run into serious difficulties. "

He continued, "Holidays should be an enjoyable experience but taking matters into your own hands and venting the frustration on a holiday rep will only create more stress for all concerned and could potentially land you in trouble with the local authorities. Halifax Travel Insurance would advise all holidaymakers to research their destination thoroughly before travelling, completing the appropriate medical forms and establishing what to do if they become a victim of crime. It is important when holidaymakers take out insurance that they read the terms and conditions carefully, so they know the correct procedure for making a claim. Holidaymakers can avoid potentially expensive medical fees and losses from theft by taking out comprehensive travel insurance prior to travelling. "

Holiday reps’ worst experiences:

“Having spent a week dealing with the diva demands of a British reality show ‘star’ she managed to sunburn her feet. I had to carry the lady around for the final two days of her break in the Med.”

“Working at a campsite in Brittany we awoke to shouting and screaming to find the river running through the site had burst its banks and tents were floating away.”

“I was yelled at by a guest for an hour before I could explain that I was not actually the rep working for their tour operator.”

“Being pushed into a swimming pool by an irate holidaymaker.”

“Meribel Winter 2002, a guest broke her pelvis while skiing and was hospitalised for a lengthy period. As a holiday representative I helped with the liaison between her insurer and the medical authorities, it was a very stressful experience.”

“Paying out of my own pocket for cutlery, plates and saucepans for a family that had booked a ‘self-catering’ apartment that only had a saucepan and spoon.”